It happens sooner or later: the tracking freezes for days, the buyer messages saying the box arrived crushed, or the package simply disappears between the drop-off point and its destination. A shipping issue doesn’t have to ruin your rating or cost you the sale, as long as you know what to do—and, most importantly, you’ve set yourself up for success before sending. This guide covers the steps to take in every scenario to resolve it calmly and with evidence.
Most issues are won or lost before the package even leaves your door. When a problem arises, the platform and the courier need to verify what was sent and in what condition, and the only way to prove it is by having evidence ready from the start.
It takes two minutes per shipment, and these are exactly the proofs you’ll need if something goes wrong.
This is the most common issue—and usually the least serious. Packages pass through logistics hubs where they’re sometimes not scanned at every stop, so the tracking may stall for days even though the shipment is moving normally.
The first step is not to panic or alarm the buyer. A brief, reassuring message explaining that the package is in transit and you’re monitoring the tracking can prevent the other party from opening a claim out of frustration. If the status still hasn’t changed after several business days, the next step is to contact Vinted’s support through the order itself, attaching the delivery receipt. Always manage the issue through the platform, since Vinted has the direct relationship with the courier for integrated labels.
If the courier confirms the shipment is lost, or the tracking has been stuck for too long without explanation, the platform opens an investigation with the transport company. For shipments made with integrated labels, the buyer gets their money back and the seller may receive compensation, depending on the terms and limits of each service.
This is where the receipt makes all the difference: it proves the package was delivered on time and responsibility passed to the courier. Without this proof, proving the shipment was sent is much harder. While the investigation is ongoing, keep communication with the buyer friendly: the loss isn’t anyone’s fault, and a cooperative attitude often reflects positively in the rating later.
When the buyer receives the package in poor condition, they have a short window after delivery to report the issue through the order’s problem-reporting option. While that window is open, the money isn’t released to the seller.
In this case, the photos you took before sending are your best defense. If they show the item in perfect condition and proper packaging, it’s easier to prove the damage happened during transit rather than before. Also ask the buyer for photos of the package as it arrived, the outer packaging, and the item itself, and submit them to support along with yours. Proper packaging doesn’t just protect the garment—it’s also a requirement for the courier claim to succeed.
This is the trickiest issue, as it pits two versions against each other. If the buyer claims they received the wrong item, something missing, or an empty box, the registered weight and photos of the contents before sealing the package are the evidence that can tip the scales. Submit everything you have to support and respond with facts—avoid arguing over messages, since the resolution will be based on documentation, not who insists the most.
Sometimes the shipment comes back because the buyer didn’t collect it in time at the drop-off point or there was an address error. In that case, check the item’s condition when you receive it and report it through the order before relisting it. Don’t relist or resell it through another channel until the issue is closed.
The way you communicate matters as much as the solution itself. Some effective guidelines:
A well-resolved problem leaves a better impression than a flawless shipment. Buyers who see a seller who’s attentive, organized, and has proof on hand tend to rate the experience positively, even if the package was delayed or lost along the way. Prepare every shipment as if you might need to justify it later, and any issue will become a minor process instead of a headache.
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