Category: ✅ Quality Control  |  Section: Conformity issue  |  Contact reason: Conformity issue

Summary — read this first

What this article covers: Conformity issue — how Customer Service handles it. 61 use cases across 13 guides, each with the exact conditions it applies to and the steps to follow.

Pick your use case:

Buyer conformity issue

1. Authenticated Shipping · C2C — private seller — Return accepted by CS (when: Defect not visible on the photos and not mentioned in the listing) — Check the CS score and item price sold
2. Authenticated Shipping · C2C — private seller — Return refused by CS (when: Defect not visible on the photos and not mentioned in the listing) — Inform the buyer that the item matches seller listing and is indeed conform to our quality control standards
3. Authenticated Shipping · C2C — private seller — Defect visible on the photos or mentioned in the listing (when: Pictures received within 4 days and clear) — Inform the buyer that the item matches seller listing and is indeed conform to our quality control standards
4. Authenticated Shipping · C2C — private seller — Pictures received after 4 days or not received at all (when: Reported within 72 h of delivery) — After 4 days in pending status, the ticket will be autosolved
5. Authenticated Shipping · C2C — private seller — Reported more than 72 h after delivery (when: No claim in Zendesk yet) — Inform the client that return is no longer possible and invite him to relist his item, you can use the following macro: Conformity issue raised…
6. Authenticated Shipping · C2C — private seller — A claim is already ongoing — Assign the old ticket to yourself
7. Authenticated Shipping · C2C — private seller — The claim has “FAIL_ZENDESK_RESOLVED” status — Check that the form of the ticket is: “Report an issue/Claim”
8. Authenticated Shipping · B2C — professional seller — Within the 14-day B2C withdrawal period (when: No claim in Zendesk yet) — Encourage the buyer to use the “ report an issue ” button
9. Authenticated Shipping · B2C — professional seller — After the 14-day B2C withdrawal period (when: No claim in Zendesk yet) — Explain to the client that after 14 days, return is no longer possible according to our policy and invite him to relist his item
10. Authenticated Shipping · B2C — professional seller — A claim is already ongoing — Assign the old ticket to yourself
11. Authenticated Shipping · B2C — professional seller — The claim has “FAIL_ZENDESK_RESOLVED” status — Check that the form of the ticket is: “Report an issue/Claim”
12. Direct Shipping · C2C — private seller — Cross-border return UK / Europe (when: Return accepted by CS) — Continue in this article: Buyer cross-border return for conformity issue
13. Direct Shipping · C2C — private seller — Buyer changed their mind and want to relist the item (when: Return accepted by CS) — Continue in another article: ❗️ ReturnsRelist Policy & Cance › Relist general questions › Return was unlocked but buyer changed their mind and want to relist the item
14. Direct Shipping · C2C — private seller — Buyer changed their mind and want to keep the item (when: Return accepted by CS) — Continue in this article: Return was unlocked but buyer changed their mind and want to keep the item
15. Direct Shipping · C2C — private seller — Buyer received the item back as it couldn't be returned to the seller (when: Return accepted by CS) — Same handling as 16. Buyer shipped the item after 7 days or used their own shipping label
16. Direct Shipping · C2C — private seller — Buyer shipped the item after 7 days or used their own shipping label (when: Return accepted by CS) — In this case the seller payment has been processed and they will also receive the item 🎯 Process
17. Direct Shipping · C2C — private seller — Return refused by CS (when: Defect not visible on the photos and not mentioned in the listing) — Inform the buyer that the item matches seller listing and is conform to our quality control standards
18. Direct Shipping · C2C — private seller — Defect visible on the photos or mentioned in the listing (when: Pictures received within 4 days and clear) — Inform the buyer that the item matches seller listing and is conform to our quality control standards
19. Direct Shipping · C2C — private seller — Pictures received after 4 days or not received at all (when: Reported within 72 h of delivery) — After 4 days in pending status, the ticket will be autosolved
20. Direct Shipping · C2C — private seller — Reported more than 72 h after delivery (when: No claim in Zendesk yet) — Inform the client that return is no longer possible and invite him to relist his item, you can use the macro: Conformity issue raised after 72h -…
21. Direct Shipping · C2C — private seller — A claim is already ongoing — Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue Don't leave "OTHER ", please always change it…
22. Direct Shipping · C2C — private seller — The claim has “FAIL_ZENDESK_RESOLVED” status — Check that the form of the ticket is: “Report an issue/Claim”
23. Direct Shipping · B2C — professional seller — Cross-border return UK / Europe (when: Within the 14-day B2C withdrawal period) — Continue in this article: Buyer cross-border return for conformity issue
24. Direct Shipping · B2C — professional seller — Buyer changed their mind and want to relist the item (when: Within the 14-day B2C withdrawal period) — Continue in another article: ❗️ ReturnsRelist Policy & Cance › Relist general questions › Return was unlocked but buyer changed their mind and want to relist the item
25. Direct Shipping · B2C — professional seller — Buyer changed their mind and want to keep the item (when: Within the 14-day B2C withdrawal period) — Continue in this article: Return was unlocked but buyer changed their mind and want to keep the item
26. Direct Shipping · B2C — professional seller — Buyer shipped the item after 14 days (when: Within the 14-day B2C withdrawal period) — Continue in another article: 💰 Payment & Refund › When will I get paid? › Seller payment status check — step “✅ Buyer shipped the item within the 14 days delay”
27. Direct Shipping · B2C — professional seller — After the 14-day B2C withdrawal period (when: No claim in Zendesk yet) — Explain to the client that after 14 days, return is no longer possible according to our policy and invite him to relist his item
28. Direct Shipping · B2C — professional seller — A claim is already ongoing — Assign the old ticket to yourself
29. Direct Shipping · B2C — professional seller — The claim has “FAIL_ZENDESK_RESOLVED” status — Check that the form of the ticket is: “Report an issue/Claim”

Buyer cross-border return for conformity issue

30. Buyer unhappy about the outcome of the 2nd QC check — Continue in this article: Buyer unhappy about the outcome of the 2nd QC check

Buyer received the wrong item (order inversion)

31. Direct Shipping — Seller did not inform us (when: Follow the order-inversion process below) — Create an outbound ticket to the seller
32. Direct Shipping — Seller informed us he sent the wrong item (when: Follow the order-inversion process below) — Inform the buyer that seller confirmed he shipped the wrong item
33. Direct Shipping — A claim is already ongoing (when: Reported within 72 h of delivery) — Assign the old ticket to yourself
34. Direct Shipping — The claim has “FAIL_ZENDESK_RESOLVED” status (when: Reported within 72 h of delivery) — Check that the form of the ticket is: “Report an issue/Claim”
35. Direct Shipping — Reported more than 72 h after delivery — The seller has already been paid 🎯 Process
36. Authenticated Shipping — ✔️ Warehouse sent the correct item — Ask buyer to provide us with pictures both of the item received and the packaging or to describe accurately the packaging
37. Authenticated Shipping — ❌ Warehouse sent the wrong item — Apologize and unlock the return to the warehouse in Zendesk by selecting “Yes” at “Unlock return” field Buyer has 7 days to ship the item back

Buyer request to receive item back after 2nd control

38. Item is not relisted yet — Inform the buyer that it can take up to 4 business days
39. Item is relisted and Buyer is now "the Seller" — Confirm the return address (shipping from address)

Buyer unhappy about the outcome of the 2nd QC check

40. A change was made on the new listing (photos, price, condition, etc.) — Escalate to QC team as they should have accepted the return For any change previously mentioned made on the listing, QC should accept the return…
41. Only the seller description was changed — Inform the buyer that our experts have modified the description of the item’s new listing because the issue was initially visible or mentioned and…

DS return - Buyer complain about the seller claim

42. If the buyer complains a 2nd time — Deny the buyer contestation again

DS - Buyer received the item but an element is missing

43. Seller did not inform us (when: Follow the missing-element process below) — Ask buyer to provide us with pictures both of the item received and to describe accurately the missing element that was mentioned in the listing…
44. Seller forgot an element with the item (when: Follow the missing-element process below) — Inform the seller that their payment is on-hold and they will receive it upon reception of the missing element by the buyer
45. A claim is already ongoing (when: Reported within 72 h of delivery) — Assign the existing claim ticket to yourself
46. The claim has “FAIL_ZENDESK_RESOLVED” status (when: Reported within 72 h of delivery) — Check that the form of the ticket is: “Report an issue/Claim”
47. Reported more than 72 h after delivery — Inform the client that the return is no longer possible and invite him to relist his item

DS - Return unlocked for the buyer but seller have already been paid

48. DS - Return unlocked for the buyer but seller have already been paid — single process, no branching — Set contact reason to Conformity issue

Return was unlocked but buyer changed their mind and want to keep the item

49. Return was unlocked but buyer changed their mind and want to keep the item — single process, no branching — Set the contact reason to Conformity issue

Seller non-compliant item previously bought on VC

50. QC team confirms the mistake — Ask the QC team to tag the former item ref as “ loss defective ”
51. QC team denies the mistake — Inform the seller that we can’t refund them as their item is not compliant

DS return Seller contacts CS about - Buyer conformity issue

52. No decision yet — Inform the seller that the buyer had 72h for C2C / 14 days for B2C to raise any issue
53. CS unlocked the return — At this step the seller is already paid since this an authenticated shipping order and the item passed the QC already 🎯 Process
54. CS refused the return — Inform the seller that CS refused buyer return as the item was matching the description

DS return - Seller conformity issue

55. The seller reason is the SAME as the buyer's one (when: Pictures sent and clear) — Refer to the following process to check if the return was correctly unlocked by CS agents or not and follow the steps Please compare the…
56. The seller reason is DIFFERENT to the buyer's one (when: Pictures sent and clear) — Check if the packaging has been tampered with, damaged or repacked?
57. If the seller raises an authenticity issue (when: Pictures sent and clear) — Transfer the ticket to SWAT team
58. If an element of the item is missing (when: Pictures sent and clear) — Inform the seller we will reach out to the buyer
59. Pictures not sent or not clear (when: Reported within 72 h of delivery) — Remind the seller a 2nd time to share pictures of the parcel and the item
60. Reported more than 72 h after delivery — Inform the seller that they can no longer report an issue as the delay is passed

Tourcoing warehouse contact CS for a jewelry hallmark missing

61. Tourcoing warehouse contact CS for a jewelry hallmark missing — single process, no branching — Create an outbound ticket to inform the seller that their item will be relisted once the item has been rehallmarked to comply with…

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Buyer conformity issue

Context: Buyer contacts saying that the item doesn’t match the seller’s description When the buyer has BOTH conformity and authenticity issues, if: • Direct shipping: - Please treat as an authenticity issue - Select this reason on the “Report an issue” form - Add an internal note asking for a conformity check • Authenticated shipping: - Please treat as a conformity issue - Select this reason on the “Report an issue” form…

First steps (all cases)

🎯 Process

1. Set contact reason to Conformity issue
2. Check if the order is Authenticated Shipping or Direct Shipping Authentication checks usually take 7 days. Watches and jewelry may take longer. Please make sure the item is marked as delivered on the histo. If not AND you have the confirmation from the buyer that he has the item, please follow this process first and then continue with the steps by steps below

Authenticated Shipping · C2C — private seller

Applies to all “Authenticated Shipping” cases:

🎯 Process: Check if the order is from a C2C or a B2C seller

Applies to all “C2C — private seller” cases:

🎯 Process: check if there is an already existing conformity claim for this item: Go to C360 → Search for the item number → Return Status

Common path — conditions and steps shared by several use cases

1 — No claim in Zendesk yet

🎯 Process: Check if the buyer contacted us within 72 hours of receiving the item

1.1 — Reported within 72 h of delivery

🎯 Process

1. Check if the form is: “ Report an issue/Claim ”, if it is not: Follow the steps in APPLY THE STEPS BELOW ONLY IF YOU DIDN’T RECEIVE THE PICTURES OR IF THEY ARE NOT CLEAR ENOUGH
2. Send macro: Return request - need more information before unlocking return (Authenticated Shipping)
3. Submit the ticket in Pending
4. If the pictures are not clear, ask for clearer pictures

1.1.1 — Pictures received within 4 days and clear

🎯 Process: Compare the listing with what the buyer is claiming. Is the issue visible or mentioned? ALWAYS check the description, negotiation, comments and pictures

1. Pictures: Compare the pictures the buyer sent with the listing’s pictures Go to C360 > Item info > Photos
2. Description: Check the description details provided by the seller Go to C360 > Item info > Item details > Description
3. Negotiation: Open the report to verify whether a nego has been opened or not and why Go to C360 > Item info > Compliance > View buyer Auth & QC report

⚠ If you see the mention “this item was originally purchased at a private sale our outlet…” on the report, please ALWAYS accept the return and follow process here

1. Comments: Check if there are any internal comments Go to C360 > Item info > Internal comments

1.1.1.1 — Defect not visible on the photos and not mentioned in the listing

🎯 Process: it depends on the conformity issue and if the return will be accepted CATEGORY 1: Always accept the return for the issues below

1. Wrong size ( only accept if the size tag is not visible in the listing)
2. Wrong category or subcategory
3. Wrong gender
4. Wrong brand
5. Product with anti theft
6. Wrong material/composition
7. Additional accessories missing
8. Watch is not working
9. Glasses with correction

CATEGORY 2:

1. Other default: check the condition grid here, if not within conditions please accept the return
2. Wrong dimensions: check the tolerance guidelines here if not within tolerance please accept the return
3. Bag measurement: check the file here, enter the brand and model of the bag and follow the guidelines to accept/refuse the return
4. Wrong colour: compare the colour on the picture versus the colours on the deposit form here. Please note that it should include any shade. Example: blue includes light blue, navy blue, dark blue

1. Return accepted by CS

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear → Defect not visible on the photos and not mentioned in the listing.

🎯 Process: please check the CS score and item price sold

Sub-cases

2. Return refused by CS

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear → Defect not visible on the photos and not mentioned in the listing.

🎯 Process

1. Inform the buyer that the item matches seller listing and is indeed conform to our quality control standards. You can use the following macro: Buyer issue raised before 72h item matches description - relist
2. Do not unlock the return by selecting “No” at the “ Unlock return” field in Zendesk
3. Solve the ticket

3. Defect visible on the photos or mentioned in the listing

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear.

🎯 Process

1. Inform the buyer that the item matches seller listing and is indeed conform to our quality control standards. Send the following macro: Buyer issue raised before 72h item matches description - relist
2. Do not unlock the return by selecting “No” at the “Unlock return” field in Zendesk
3. Solve the ticket

4. Pictures received after 4 days or not received at all

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery.

After 4 days in pending status, the ticket will be autosolved. As a consequence, if the buyer don’t answer within this timeframe, we will not handle the claim at CS.

🎯 Process

1. Please inform the buyer that as indicated in our previous messages, after 4 days we can no longer process their claims.
2. Solve the ticket

5. Reported more than 72 h after delivery

Applies when: No claim in Zendesk yet.

🎯 Process

1. Inform the client that return is no longer possible and invite him to relist his item, you can use the following macro: Conformity issue raised after 72h - relist item
2. Solve ticket If the buyer relists his item within 14 days after delivery, he will have small processing fees. Details here FAQ - Buyer relisting an item

6. A claim is already ongoing

🎯 Process

1. Assign the old ticket to yourself
2. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
3. Please, inform the customer that they already have an open conversation To do so, you may use the following macro: Recontact
4. Check what has been done in the first ticket, and follow the process accordingly

→ Then apply the guidelines of this article that match the case (shipping mode, C2C/B2C and claim situation) — see the use case list at the top.

7. The claim has “FAIL_ZENDESK_RESOLVED” status

🎯 Process

1. Check that the form of the ticket is: “Report an issue/Claim”. If NOT:
2. C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
3. Fill in the form and submit it. This will create a new ticket
4. Assign the new ticket to yourself
5. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
6. Check what has been done in the first ticket
7. Follow the process below

→ Then apply the guidelines of this article that match the case (shipping mode, C2C/B2C and claim situation) — see the use case list at the top.

Authenticated Shipping · B2C — professional seller

Applies to all “Authenticated Shipping” cases:

🎯 Process: Check if the order is from a C2C or a B2C seller

Applies to all “B2C — professional seller” cases:

’

🎯 Process: check if there is an already existing conformity claim for this item: Go to C360 → Search for the item number → Return Status

Common path — conditions and steps shared by several use cases

1 — No claim in Zendesk yet

🎯 Process: check if the buyer contacted us within 14 days of receiving the item

8. Within the 14-day B2C withdrawal period

Applies when: No claim in Zendesk yet.

🎯 Process

1. Encourage the buyer to use the “ report an issue ” button. He can find it in: VC Account > Order & Sales > Timeline > Report an issue You can send the macro: B2C issue reported before 14 days return accepted Once he sent the form, the buyer will be able to download the shipping label
2. Solve the ticket The buyer has 14 days after return unlocked to ship the item back. If this delay is not respected, return will not be accepted by our teams After Auth & QC checks, the buyer will be automatically refunded. Please note it can take up to 7 days (and more for watches & jewels)

Sub-cases

9. After the 14-day B2C withdrawal period

Applies when: No claim in Zendesk yet.

🎯 Process

1. Explain to the client that after 14 days, return is no longer possible according to our policy and invite him to relist his item. You can use the following macro: B2C issue reported after 14 days refused
2. Solve the ticket If the buyer relists his item before 14 days after delivery, he will have small processing fees. You may get more details on the following article: FAQ - Buyer relisting an item

10. A claim is already ongoing

🎯 Process

1. Assign the old ticket to yourself
2. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
3. Please, inform the customer that they already have an open conversation. Please use the macro: Recontact
4. Check what has been done in the first ticket, and follow the process accordingly

→ Then apply the guidelines of this article that match the case (shipping mode, C2C/B2C and claim situation) — see the use case list at the top.

11. The claim has “FAIL_ZENDESK_RESOLVED” status

🎯 Process

1. Check that the form of the ticket is: “Report an issue/Claim”. If NOT:
2. C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
3. Fill in the form and submit it. This will create a new ticket
4. Assign the new ticket to yourself
5. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
6. Check what has been done in the first ticket
7. Follow the process below

→ Then apply the guidelines of this article that match the case (shipping mode, C2C/B2C and claim situation) — see the use case list at the top.

Direct Shipping · C2C — private seller

Applies to all “Direct Shipping” cases:

🎯 Process: Check if the order is from a C2C or a B2C seller

Applies to all “C2C — private seller” cases:

🎯 Process: check if there is an already existing conformity claim for this item: Go to C360 → Search for the item number → Return Status

Common path — conditions and steps shared by several use cases

1 — No claim in Zendesk yet

🎯 Process: check if the buyer contacted us within 72 hours of receiving the item

1.1 — Reported within 72 h of delivery

🎯 Process

1. Check if the form is: “ Report an issue/Claim ”, if it is not: Follow the steps in APPLY THE BELOW STEPS ONLY IF YOU DIDN’T RECEIVE THE PICTURES OR IF THEY ARE NOT CLEAR ENOUGH
2. Send macro: Return request - need more information before unlocking return
3. Submit the ticket in Pending
4. If the pictures are not clear, ask for clearer pictures

1.1.1 — Pictures received within 4 days and clear

🎯 Process: compare the listing with what the buyer is claiming. Is the issue visible or mentioned? ALWAYS check the description, negotiation, comments and pictures

1. Pictures: Compare the pictures the buyer sent with the listing’s pictures Go to C360 > Item info > Photos
2. Description: Check the description details provided by the seller Go to C360 > Item info > Item details > Description

❌ We are not accepting the buyer/seller chat conversation as part of the description.

1. Negotiation: Open the report to verify whether a nego has been opened or not and why Go to C360 > Item info > Compliance > View buyer Auth & QC report
2. Comments: Check if there are any internal comments Go to C360 > Item info > Internal comments

1.1.1.1 — Defect not visible on the photos and not mentioned in the listing

🎯 Process: it depends on the conformity issue

CATEGORY 1: always accept the return for the issues below

1. Wrong size (was the size tag is visible in the listing? if yes > don’t unlock return)
2. Wrong category or subcategory
3. Wrong gender
4. Wrong brand
5. Product with anti theft
6. Wrong material/composition
7. Additional accessories missing
8. Watch is not working
9. Glasses with correction

CATEGORY 2:

1. Other default: check the condition grid here, if not within conditions please accept the return
2. Wrong dimensions: check the tolerance guidelines here if not within tolerance please accept the return
3. Bag measurement: check the file here, enter the brand and model of the bag and follow the guidelines to accept/refuse the return
4. Wrong colour: compare the colour on the picture versus the colours on the deposit form here. Please note that it should include any shade. Example: blue includes light blue and dark blue

1.1.1.1.1 — Return accepted by CS

🎯 Process

1. Unlock a return to the seller in Zendesk by selecting “Yes” at “ Unlock return” field
2. Check if the return is cross-border:
3. Check the seller ship from country in C360 > Item info > Shipping from address
4. Compare it to the country of delivery in C360 > Order > Delivery address
5. If UK —> Europe OR Europe —> UK, please follow the process
6. It not, explain to the buyer he has to send back the item to the seller and he will get a refund. You can send the following macro: Buyer Conformity <72h NOK - return to seller refund (C2C seller) If the item is a jewelry, please use the following macro instead: Buyer return authorisation to warehouse - Jewellery
7. Solve the ticket The buyer has 7 days after the return is unlocked to ship the item back. If this delay is not respected, the return will be refused and the refund will not be proceeded No payment for the seller and his stats/badge will be impacted

12. Cross-border return UK / Europe

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear → Defect not visible on the photos and not mentioned in the listing → Return accepted by CS.

→ Continue in this article: Buyer cross-border return for conformity issue.

13. Buyer changed their mind and want to relist the item

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear → Defect not visible on the photos and not mentioned in the listing → Return accepted by CS.

→ Continue in another article: ❗️ ReturnsRelist Policy & Cance › Relist general questions › Return was unlocked but buyer changed their mind and want to relist the item.

14. Buyer changed their mind and want to keep the item

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear → Defect not visible on the photos and not mentioned in the listing → Return accepted by CS.

→ Continue in this article: Return was unlocked but buyer changed their mind and want to keep the item.

15. Buyer received the item back as it couldn't be returned to the seller

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear → Defect not visible on the photos and not mentioned in the listing → Return accepted by CS.

→ Same handling as 16. Buyer shipped the item after 7 days or used their own shipping label.

16. Buyer shipped the item after 7 days or used their own shipping label

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear → Defect not visible on the photos and not mentioned in the listing → Return accepted by CS.

In this case the seller payment has been processed and they will also receive the item

🎯 Process

1. Please check with the seller whether they received the item or not
2. Set ticket status to On-hold

Sub-cases

17. Return refused by CS

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear → Defect not visible on the photos and not mentioned in the listing.

🎯 Process

1. Inform the buyer that the item matches seller listing and is conform to our quality control standards. You can use the macro: Buyer issue raised before 72h item matches description - relist
2. Do not unlock the return by selecting “No” at the “ Unlock return” field in Zendesk
3. Solve the ticket

18. Defect visible on the photos or mentioned in the listing

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery → Pictures received within 4 days and clear.

🎯 Process

1. Inform the buyer that the item matches seller listing and is conform to our quality control standards. You can use the macro: Buyer issue raised before 72h item matches description - relist
2. Do not unlock the return by selecting “No” at the “ Unlock return” field in Zendesk
3. Solve the ticket

19. Pictures received after 4 days or not received at all

Applies when: No claim in Zendesk yet → Reported within 72 h of delivery.

After 4 days in pending status, the ticket will be autosolved. As a consequence, if the buyer don’t answer within this timeframe, the seller will be paid automatically.

🎯 Process

1. Please inform the buyer that as indicated in our previous messages, after 4 days we can no longer process their claims and the seller has now been paid.
2. Solve the ticket

20. Reported more than 72 h after delivery

Applies when: No claim in Zendesk yet.

🎯 Process

1. Inform the client that return is no longer possible and invite him to relist his item, you can use the macro: Conformity issue raised after 72h - relist item
2. Solve ticket If the buyer relists his item within 14 days after delivery, he will have small processing fees. Details here: FAQ - Buyer relisting an item

21. A claim is already ongoing

🎯 Process

1. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue Don't leave "OTHER ", please always change it to the specific customer's issue
2. Check what has been done in the first ticket and inform the customer that we already took into account their request. You can use macro: Recontact Don’t merge the messaging ticket with the claim ticket

→ Then apply the guidelines of this article that match the case (shipping mode, C2C/B2C and claim situation) — see the use case list at the top.

22. The claim has “FAIL_ZENDESK_RESOLVED” status

🎯 Process

1. Check that the form of the ticket is: “Report an issue/Claim”. If NOT:
2. C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
3. Fill in the form and submit it. This will create a new ticket
4. Assign the new ticket to yourself
5. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
6. Check what has been done in the first ticket, and follow the process accordingly

→ Then apply the guidelines of this article that match the case (shipping mode, C2C/B2C and claim situation) — see the use case list at the top.

Direct Shipping · B2C — professional seller

Applies to all “Direct Shipping” cases:

🎯 Process: Check if the order is from a C2C or a B2C seller

Applies to all “B2C — professional seller” cases:

🎯 Process: check if there is a conformity claim already opened for this item

1. Go to C360 → Search for the item number → Return Status

Common path — conditions and steps shared by several use cases

1 — No claim in Zendesk yet

🎯 Process: Check if the buyer contacted us within 14 days of receiving the item

1.1 — Within the 14-day B2C withdrawal period

🎯 Process

1. Encourage the buyer to use the “ report an issue ” button. He can find it in: VC Account > Order & Sales > Timeline > Report an issue You can send the macro: B2C issue reported before 14 days return accepted Once he sent the form, the buyer will be able to download the shipping label
2. If not, solve the ticket The buyer has 14 days after return unlocked to ship the item back. He will be refunded upon reception of the item by the seller. If this delay is not respected, refund will not be proceeded No payment for the seller and his stats/badge will be impacted If the return is cross-boarder: Check in C360 > Seller > Basic info > Country And compare it to C360 > Buyer > Basic info > Country If UK —> Europe or Europe —> UK, please follow the process below

23. Cross-border return UK / Europe

Applies when: No claim in Zendesk yet → Within the 14-day B2C withdrawal period.

→ Continue in this article: Buyer cross-border return for conformity issue.

24. Buyer changed their mind and want to relist the item

Applies when: No claim in Zendesk yet → Within the 14-day B2C withdrawal period.

→ Continue in another article: ❗️ ReturnsRelist Policy & Cance › Relist general questions › Return was unlocked but buyer changed their mind and want to relist the item.

25. Buyer changed their mind and want to keep the item

Applies when: No claim in Zendesk yet → Within the 14-day B2C withdrawal period.

→ Continue in this article: Return was unlocked but buyer changed their mind and want to keep the item.

26. Buyer shipped the item after 14 days

Applies when: No claim in Zendesk yet → Within the 14-day B2C withdrawal period.

→ Continue in another article: 💰 Payment & Refund › When will I get paid? › Seller payment status check — step “✅ Buyer shipped the item within the 14 days delay”.

27. After the 14-day B2C withdrawal period

Applies when: No claim in Zendesk yet.

🎯 Process

1. Explain to the client that after 14 days, return is no longer possible according to our policy and invite him to relist his item. You can use the following macro: B2C issue reported after 14 days refused
2. Solve the ticket If the buyer relists his item before 14 days after delivery, he will have small processing fees. You may get more details on the following article: FAQ - Buyer relisting an item

28. A claim is already ongoing

🎯 Process

1. Assign the old ticket to yourself
2. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
3. Please, inform the customer that they already have an open conversation To do so, you may use the following macro: Recontact
4. Check what has been done in the first ticket, and follow the process accordingly

→ Then apply the guidelines of this article that match the case (shipping mode, C2C/B2C and claim situation) — see the use case list at the top.

29. The claim has “FAIL_ZENDESK_RESOLVED” status

🎯 Process

1. Check that the form of the ticket is: “Report an issue/Claim”. If NOT:
2. C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
3. Fill in the form and submit it. This will create a new ticket
4. Assign the new ticket to yourself
5. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
6. Check what has been done in the first ticket, and follow the process accordingly here

→ Then apply the guidelines of this article that match the case (shipping mode, C2C/B2C and claim situation) — see the use case list at the top.

Buyer cross-border return for conformity issue

Context: Cross-border direct shipping follows a different conformity process. Instead of returning items to the seller, they are shipped to the nearest buyer’s warehouse due to customs regulations between the UK and Europe. The buyer’s refund is only processed if the return passes QC inspection. A cross-boarder return can occur when an order is: • Direct shipping only • Buyer UK —> Seller Europe OR Buyer Europe —> Seller…

First steps (all cases)

🎯 Process

1. Set contact reason to Conformity issue
2. Inform the client that his item will be returned to our hub because of customs matter and that QC team will check whether the item corresponds to seller description or not. You can use the macro: Buyer cross-border return UK-EU / EU-UK
3. Solve the ticket
4. QC return accepted —> Buyer refund
5. QC return refused —> Buyer relist with the correct description

30. Buyer unhappy about the outcome of the 2nd QC check

→ Continue in this article: Buyer unhappy about the outcome of the 2nd QC check.

Buyer received the wrong item (order inversion)

Context: Buyer states he has not received the right item This process refers to the “order inversion” or “order mixed-up” use case. It can be either a mistake from the seller or VC warehouse.

First steps (all cases)

🎯 Process

1. Set the contact reason to Conformity issue
2. Check whether the item was shipped with direct or authenticated shipping

Direct Shipping

Applies to all “Direct Shipping” cases:

🎯 Process: check whether the buyer reported an issue within 72h or not

Common path — conditions and steps shared by several use cases

1 — Reported within 72 h of delivery

🎯 Process: Check if there is a conformity claim already opened for this item

1. Go to C360 → Search for the item number → Return Status

1.1 — No claim in Zendesk yet

🎯 Process

1. Confirm if the “FORM” field in the Zendesk ticket is “Report an issue/Claim”
2. Then, proceed to create the correct ticket form by following the steps in
3. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue

1.1.1 — Follow the order-inversion process below

🎯 Process: Check on the related ticket whether the seller informed us he shipped the wrong item or not before the buyer contacted us Go to Zendesk > Apps (right hand side) > scroll to Related tickets by custom field

31. Seller did not inform us

Applies when: Reported within 72 h of delivery → No claim in Zendesk yet → Follow the order-inversion process below.

🎯 Process

1. Create an outbound ticket to the seller
2. Ask the seller whether he sent the correct item or not
3. Set the outbound ticket status to “Pending”

Sub-cases

32. Seller informed us he sent the wrong item

Applies when: Reported within 72 h of delivery → No claim in Zendesk yet → Follow the order-inversion process below.

🎯 Process

1. Inform the buyer that seller confirmed he shipped the wrong item
2. Unlock a return to the seller in Zendesk by selecting “Yes” at “Unlock return” field The buyer has 7 days after the return is unlocked to ship the item back. They will be refunded within 5 business days upon reception by the seller (24h if Paypal). If the shipping delay is not respected, refund will not be proceeded
3. Solve the ticket If an outbound ticket was created to ask the seller, please solve this ticket too

Sub-cases

33. A claim is already ongoing

Applies when: Reported within 72 h of delivery.

🎯 Process

1. Assign the old ticket to yourself
2. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
3. Please, inform the customer that they already have an open conversation. You can use the macro: Recontact
4. Check what has been done in the first ticket, and follow the process accordingly

→ Same handling as Follow the order-inversion process below.

34. The claim has “FAIL_ZENDESK_RESOLVED” status

Applies when: Reported within 72 h of delivery.

🎯 Process

1. Check that the form of the ticket is: “Report an issue/Claim”. If NOT:
2. C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
3. Fill in the form and submit it. This will create a new ticket
4. Assign the new ticket to yourself
5. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
6. Check what has been done in the first ticket, and follow the process accordingly here

→ Same handling as Follow the order-inversion process below.

35. Reported more than 72 h after delivery

The seller has already been paid

🎯 Process

1. Please inform the buyer that unfortunately they did not report the issue within the 72h so as per our T&Cs we cannot process with their return requests. Advise them for next time to reach out to us within 72h if they want to report any issue.
2. Invite them to create a new listing on the platform
3. Solve the ticket

Sub-cases

Authenticated Shipping

Applies to all “Authenticated Shipping” cases:

🎯 Process

1. Escalate to logistics team to explain the situation and request pictures of the preparation of the item before send-out
2. Check the pictures and follow the process accordingly
3. Set the ticket status to ''“On-hold”

36. ✔️ Warehouse sent the correct item

🎯 Process

1. Ask buyer to provide us with pictures both of the item received and the packaging or to describe accurately the packaging
2. Once you have the pictures, please check if the packaging has been tampered with, damaged or repacked?

Sub-cases

37. ❌ Warehouse sent the wrong item

🎯 Process

1. Apologize and unlock the return to the warehouse in Zendesk by selecting “Yes” at “Unlock return” field Buyer has 7 days to ship the item back. If this delay is not respected, return will not be accepted by our teams
2. Inform the buyer that our teams will be looking for his item and ask him to return the erroneous item. You can use the following macro: Order mixed up
3. Leave an internal message on the ticket saying "wrong item sent by seller, return to warehouse"
4. Ask log team whether they found the item or not
5. Set the ticket status to “on-hold”

Sub-cases

Buyer request to receive item back after 2nd control

Context: The buyer returned the item for 2nd control and his return was refused by QC/Auth. The item has been relisted on the buyer’s account (check C360 > item > relist > new vc ref), but he wants to have it shipped back.

First steps (all cases)

🎯 Process

1. Set contact reason to Conformity issue
2. Check order status of the item and verify that item has been relisted on the buyer’s account after litigation rejected (“ Buyer return refused”)
3. Verify that the item has been relisted on buyer’s account by QC
4. Last action of the item ref should be "Item relist (buyer) "
5. In C360 > Item > Relist > New VC Ref there is a product

38. Item is not relisted yet

🎯 Process

1. Inform the buyer that it can take up to 4 business days
2. Put ticket on hold
3. As soon as ticket reopens, go again on C360, check if the item is now relisted on the buyer’s account

Sub-cases

39. Item is relisted and Buyer is now "the Seller"

🎯 Process

1. Confirm the return address (shipping from address)
2. Trigger a seller return (WAREHOUSE RETURN TO SELLER/BUYER) via C360
3. Send macro: Seller contests condition asking for seller return The item will be shipped to them within the next business day

→ Continue in another article: 🚛 Shipping & Delivery › Customs issue delivery › Customs general questions — step “Buyer is asked to pay customs fees again”.

Buyer unhappy about the outcome of the 2nd QC check

Context: After 2nd check, QC team refused the return and the buyer is unhappy because the item has been relisted on his account

First steps (all cases)

🎯 Process

1. Set contact reason to Conformity issue
2. It depends of the new listing made by QC team. Check C360 > Item info > Relist > New VC ref
3. Compare the initial listing of the item with the new one
4. Check if one of the following change has been made on the new listing?
5. Downgrading the item's condition
6. Changing color
7. Changing model
8. Modifying size
9. Changing of material
10. Modifying the brand
11. Changing the category
12. Modifying the packaging

40. A change was made on the new listing (photos, price, condition, etc.)

🎯 Process

1. Escalate to QC team as they should have accepted the return For any change previously mentioned made on the listing, QC should accept the return for the buyer
2. Inform the buyer the return was mistakenly refused and that we will refund him You can send the following macro: Buyer refunded due to downgrading item listing at relisting
3. Make a picking for VDC+ relist Go to C360 > Item info > Relist > Warehouse relist —> VDC+
4. Proceed with the buyer refund
5. Please give a 10 % promo code to the buyer for QC error You can refer to this process
6. Solve the ticket

41. Only the seller description was changed

🎯 Process

1. Inform the buyer that our experts have modified the description of the item’s new listing because the issue was initially visible or mentioned and we want to make the listing clearer and more transparent for potential new buyers. You can send the following macro: Item relisted - only item description changed The item will remain listed under buyer’s account unless he wants us to ship the item back to him
2. Solve the ticket

Sub-cases

DS return - Buyer complain about the seller claim

Context: Buyer contacted CS to open a conformity litigation. The return was unlocked and the seller received it. But the seller raised an issue and following further analysis, the seller has been paid. The item might have been sent to the warehouse and relisted on the buyer’s account or directly sent back to the buyer. The buyer is now challenging the CS decision.

First steps (all cases)

🎯 Process

1. Set contact reason to Conformity issue
2. Please inform the buyer that following further investigations we were unabled to provide them with a refund. You can send the macro: DS return conformity issue - Buyer complain not refunded soft denial
3. Solve the ticket

42. If the buyer complains a 2nd time

🎯 Process

1. Please deny the buyer contestation again. You can send the following macro: DS return conformity issue - Buyer complain not refunded strong denial
2. Solve the ticket

Sub-cases

DS - Buyer received the item but an element is missing

Context: Buyer reaching out to CS as they receive the item in direct shipping but there is an element missing

First steps (all cases)

🎯 Process: check whether the buyer reported an issue within 72h or not

Common path — conditions and steps shared by several use cases

1 — Reported within 72 h of delivery

🎯 Process: Check if there is a conformity claim already opened for this item

1. Go to C360 → Search for the item number → Return Status

1.1 — No claim in Zendesk yet

🎯 Process

1. Check if the “FORM” field in the Zendesk ticket is “Report an issue/Claim”
2. If no, create a ticket with the correct form form by following the steps in
3. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue We are creating the OMS ticket to put the seller payment on-hold

1.1.1 — Follow the missing-element process below

🎯 Process: Check on the related ticket whether the seller informed us he shipped the wrong item or not before the buyer contacted us Go to Zendesk > Apps (right hand side) > scroll to Related tickets by custom field

43. Seller did not inform us

Applies when: Reported within 72 h of delivery → No claim in Zendesk yet → Follow the missing-element process below.

🎯 Process

1. Ask buyer to provide us with pictures both of the item received and to describe accurately the missing element that was mentioned in the listing or shown on the pictures
2. Once you have the pictures and the description, please refer to the buyer conformity issue process:

44. Seller forgot an element with the item

Applies when: Reported within 72 h of delivery → No claim in Zendesk yet → Follow the missing-element process below.

🎯 Process

1. Please inform the seller that their payment is on-hold and they will receive it upon reception of the missing element by the buyer. Explain them that we are unable to provide a new shipping label so they have to ship it by themselves.
2. Inform the buyer that the seller will send the missing element
3. Once the buyer confirmed the reception of the item, please refuse the return by choosing ‘No’ in the Zendesk return form The seller payment will be released automatically and they will receive it within 5 business days (24h if Paypal)
4. Solve the ticket

→ Continue in this article: Buyer received the wrong item (order inversion) — 32. Seller informed us he sent the wrong item.

45. A claim is already ongoing

Applies when: Reported within 72 h of delivery.

🎯 Process

1. Assign the existing claim ticket to yourself
2. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
3. Please, inform the customer that they already have an open conversation. You can use the macro: Recontact
4. Check what has been done in the first ticket, and follow the process accordingly

→ Same handling as Follow the order-inversion process below.

46. The claim has “FAIL_ZENDESK_RESOLVED” status

Applies when: Reported within 72 h of delivery.

🎯 Process

1. Check that the form of the ticket is: “Report an issue/Claim”. If NOT:
2. C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
3. Fill in the form and submit it. This will create a new ticket
4. Assign the new ticket to yourself
5. Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
6. Check what has been done in the first ticket, and follow the process accordingly here

47. Reported more than 72 h after delivery

🎯 Process

1. Inform the client that the return is no longer possible and invite him to relist his item. You can use the macro: Conformity issue raised after 72h - relist item
2. Solve ticket If the buyer relists his item within 14 days after delivery, he will have small processing fees. Details here: FAQ - Buyer relisting an item

DS - Return unlocked for the buyer but seller have already been paid

Context: Buyer contacted CS to open a conformity litigation. After the analysis, the CS agent refused the return and closed the claim. The buyer challenged the agent but the agent remained firm. However, another agreed on unlocking the return, saying that the item doesn’t match the seller’s description. The problem is that the seller has already been paid and will also receive the item back.

Use case 48 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Set contact reason to Conformity issue
2. Please create an outbound ticket to inform the seller that they will receive the item back from the buyer. But, as they already received their payment, they will have to return the item at the warehouse. To do so, we will provide them with a prepaid shipping label
3. Transfer the ticket to SWAT for them to create the manual shipping label
4. Set ticket status to Open

Return was unlocked but buyer changed their mind and want to keep the item

Context: CS unlocked the return for a buyer but the buyer finally changed their mind and want to keep the item

Use case 49 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Set the contact reason to Conformity issue
2. Please select “NO” in the return decision in Zendesk Go to Zendesk > “Unlock return / Instant refund (IF ELIGIBLE)' “ > select “ NO ”
3. Confirm to the buyer the return has been cancelled and they can keep their item Seller payout will be triggered automatically
4. Solve the ticket

Seller non-compliant item previously bought on VC

Context: Seller bought initially an item on Vestiaire and sold it later. Then, the seller contacts CS because their item was declared non-compliant after conformity check. This only applies for conformity issues due to catalog rules or prohibited materials but not for the item condition itself and the matching with the description

First steps (all cases)

🎯 Process

1. Search for the former item reference. Go to C360 > Relist > Former VC ref
2. If there is a former item reference available
3. The seller relisted the former item and you can easily go back to the former item ref
4. If there is NO former item reference available
5. The seller created a new listing
6. In order to find the former item reference, check the seller’s account
7. Go to C360 > Login ID > “Bought” on left-hand side and look for the item former reference
8. Once you have the former item reference, please escalate to the relevant QC team asking them if there was a mistake in the initial conformity check Please make sure the non-conformity reason was linked to catalog rules or prohibited materials before to escalate BUT when the item is refused due to our catalog rules AND the issue wasn’t visible in the listing (ex: sample), please don’t escalate to QC and inform the seller that they won’t be refunded

50. QC team confirms the mistake

🎯 Process

1. Ask the QC team to tag the former item ref as “ loss defective ”
2. Once QC confirmed, refund the buyer of former ref (seller of new ref) on the former item value. Go to C360 > Order > Refund(s) > Select “Product non-compliant”
3. Confirm to the seller that the refund has been processed in their former item and he should receive it in their bank account within 5 business days (24 hours if PayPal).
4. Please also give a 10% voucher to the seller for the QC process mistake.
5. If the former item was bought less than 1 year ago, the refund will be made on the same payment method used for the initial order
6. If the former item was bought more than 1 year ago, the payment OPS team will trigger a payment into the former buyer account get paid details for the amount of the initial ordersolve the ticket
7. Solve the ticket

51. QC team denies the mistake

🎯 Process

1. Please inform the seller that we can’t refund them as their item is not compliant. Provide the explanation from QC if any (new VC T&Cs, item does not match description, etc.)
2. Solve the ticket

DS return Seller contacts CS about - Buyer conformity issue

Context: Seller contacts us because he wants to get informations about the conformity issue raised by the buyer In direct shipping, seller is not paid when the buyer reports an issue, so he might contact us to get more information or complain

First steps (all cases)

🎯 Process

1. Set the contact reason to Conformity issue
2. It depends on the status of the issue reported by the buyer Check in C360 > Return status:
3. Is there a claim opened?
4. Has CS decided to allow a return or not?
5. Zendesk: Unlock return = Yes —> CS unlocked the return
6. Zendesk: Unlock return = No —> CS refused the return

52. No decision yet

🎯 Process

1. Please inform the seller that the buyer had 72h for C2C / 14 days for B2C to raise any issue. Reassure the seller that they have already been paid and that the return was accepted as an issue was raised by the buyer which not visible and not mentioned in the item listing. The item will be checked a 2nd time by our QC team.
2. Solve the ticket

53. CS unlocked the return

At this step the seller is already paid since this an authenticated shipping order and the item passed the QC already

🎯 Process

1. Verify the seller has already been paid Go to C360 > Item info > Seller payment if status “completed”

✅

1. Please reassure the seller that he has already been paid and that the return was accepted as an issue was raised by the buyer which not visible and not mentioned in the item listing. The item will be checked a 2nd time by our QC team.
2. Solve the ticket

54. CS refused the return

🎯 Process

1. Inform the seller that CS refused buyer return as the item was matching the description. The seller has already been paid when item passed quality checks. Go to verify in C360 > Item info > Seller payment if status “completed” and confirm with him
2. Solve the ticket

DS return - Seller conformity issue

Context: An item is delivered back to the seller after the CS unlocked return for a buyer conformity issue. The seller wants to report an issue.

First steps (all cases)

🎯 Process

1. Set contact reason to Conformity issue
2. Make sure the item has been delivered to the seller before to create any seller return litigation Go to C360 > Histo or C360 > Item info > Shipping status > Tracking
3. Please check when the issue has been raised since the delivery Compare the date/hour of delivery with the date/hour of seller’s contact at CS If the seller contest the buyer return but has not received the item, please invite them to wait until they receive the item. Remind them they will have 72h to raise an issue. In case the item is not marked as delivered yet in our tracking, it will be done automatically when you will create the seller return litigation

Common path — conditions and steps shared by several use cases

1 — Reported within 72 h of delivery

🎯 Process

1. Please create a seller return litigation by clicking on the button Go to C360 > Item info > Return status > Create seller return litigation This action will prevent the buyer refund to be automatically triggered after 72h
2. Please ask the seller to provide us with pictures both of the item received and the packaging or to describe accurately the packaging If the pictures are not clear enough, please ask for clearer pictures
3. Set ticket status to ‘On-hold’

1.1 — Pictures sent and clear

🎯 Process: please check if the reason for the seller claim is the same as the buyer or not Examples:

1. Same reason → The buyer's conformity issue was related to a wrong size. Upon reception the seller complains because the size is correct in the listing. ISSUE IS THE SAME: related to SIZE
2. Same reason →The buyer's conformity issue was "scratches". Upon reception, the seller complains because the scratches were not there upon shipment to the buyer. ISSUE IS THE SAME: related to scratches
3. The reason is different → The buyer's conformity issue was "worn corners". Upon reception, the seller complains because of scratches (that weren't there upon shipment to the buyer. ISSUE IS NOT THE SAME: sign of wear vs. scratches
4. If the seller raises an authenticity issue (e. g. the seller claims the buyer replaced the original item with a fake one), please follow this step:
5. If an element of the item is missing, please follow this step:

55. The seller reason is the SAME as the buyer's one

Applies when: Reported within 72 h of delivery → Pictures sent and clear.

🎯 Process: Please refer to the following process to check if the return was correctly unlocked by CS agents or not and follow the steps Please compare the buyer and seller pictures to the seller listing

Sub-cases

56. The seller reason is DIFFERENT to the buyer's one

Applies when: Reported within 72 h of delivery → Pictures sent and clear.

🎯 Process: please check if the packaging has been tampered with, damaged or repacked?

Sub-cases

57. If the seller raises an authenticity issue

Applies when: Reported within 72 h of delivery → Pictures sent and clear.

🎯 Process

1. Please transfer the ticket to SWAT team
2. Submit the ticket as Open

58. If an element of the item is missing

Applies when: Reported within 72 h of delivery → Pictures sent and clear.

🎯 Process

1. Please inform the seller we will reach out to the buyer
2. Create an outbound ticket to contact the buyer
3. Ask the buyer if they have forgotten to send one element or part of the item
4. Set ticket status to ‘ On-hold ’

Sub-cases

59. Pictures not sent or not clear

Applies when: Reported within 72 h of delivery.

🎯 Process

1. Remind the seller a 2nd time to share pictures of the parcel and the item If the pictures are not clear enough, please ask for clearer pictures
2. Set ticket status to ‘On-hold’

Sub-cases

60. Reported more than 72 h after delivery

🎯 Process

1. Please inform the seller that they can no longer report an issue as the delay is passed
2. Solve the ticket Buyer refund has been triggered automatically after the 72h

Tourcoing warehouse contact CS for a jewelry hallmark missing

Context: In this use case, the buyer returned the item to Tourcoing warehouse and the return has been accepted. However, seller is not paid. TCG teams will contact CS to inform us that the item can’t be relisted for now as they need to add an hallmark to comply with regulations around jewellery.

Use case 61 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Please create an outbound ticket to inform the seller that their item will be relisted once the item has been rehallmarked to comply with jewellery regulations. You can send the macro: Seller item returned to TCG import hallmark added
2. Solve the ticket