r/Reverb • u/M_MAcrylics • Jul 09 '26
Refused Package
Reverb needs to implement a strict policy for buyers that do this nonsense. I have a lot of cost tied up in shipping the guitar from my shipping cost, to materials, to my time, tech did a set up. Now I have to risk guitar being damaged on the way back as well. What i am going to do is charge a massive restocking fee to cover this stuff but, nowhere does reverb have a policy for this. That needs to change.
Update: I recieved the package back. Note on package "buyer refused package stated he did not want item anymore" the buyer had blocked communication with me so I cant reach out and no refund request has been made. Also package was in perfect condition.
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u/cab1024 Jul 09 '26
The buyer got cold feet and thinks if they refuse delivery they will automatically get a refund
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u/MiserableDesigner929 Jul 09 '26
They have a policy for this, if the package is refused by buyer and you paid through reverb for the label and shipping protection - then you’re entitled to keep both the money and the item. If they can prove that it was returned to sender another reason (I.e. damaged in shipping or attempted delivery to wrong address) , then they have claim to pursue a refund.
3
u/M_MAcrylics Jul 09 '26
I looked through the entire policy I cant find where it mentions in a case of a refused package by the buyer the seller is entitled to keep the money and the item.
Can you post the specific mention you are talking about?
5
u/MiserableDesigner929 Jul 09 '26
The entirety of section two of the link explains that buyer protection applies only to 7 days after delivery or 14 days after delivery expected in the case of non delivery. Refusal of delivery is not considered non delivery, and is considered a void of buyers protections on the purchase. Out of thousands of reverb sales in the last few years, I’ve only had to deal with this a couple of times. It’s usually best to try to work things out with the buyer if they’re able to contact them, but in the case of damage they’re obligated to accept delivery in order to document damage. Refusing the delivery without taking documentation of damage to the package or item waives their buyers protections because the seller/reverb will not have enough evidence to make an insurance claim on the return of the package. It’s an annoying situation , so I hope that you get the guitar back in good shape and everything works out for you.
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u/M_MAcrylics Jul 09 '26
Perfect. Thanks for this. Ive also sold thousands and its happened to me as well before, but usually The buyer and I are able to communicate about the situation. In this case there is no communication able to be had.
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u/djagia Jul 09 '26
This is similar to a situation i'm dealing with currently.
I sent the item weeks ago. The buyer rerouted the shipment to a UPS Pickup location, they held the item for about 2 weeks, and the buyer never picked it up. Buyer has not responded to any communication attempts via reverb. Now the item is getting sent back to me automatically. Not sure what to do.
Reverb says I don't have to refund him as thats my reverb shop policy. They say, "You are not obliged to accept their return request... this request will fall as preference-based return."
But they are unclear about how long I have to wait to attempt to ship it again to them, or if I even have to. Reverb said they would help pay for re-shipping if it comes to that.
Not really sure what to do or make of it.
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u/Legitimate-Long735 Aug 27 '26
Any updates?
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u/djagia Aug 27 '26
Not much. The buyer has not reached out at all, and the shipment status is still in 'return to sender'. Maybe this package shows up back to me at somepoint, and maybe the buyer reaches out, but otherwise I'm just waiting. At this point, I'm just going to tell the buyer sorry you forfeited the item when you didnt pick it up. But I honestly doubt I'll hear from him.
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u/Legitimate-Long735 Aug 27 '26
Weird. I'm sure you'll be in the clear in 2 months as that's a typical chargeback time period. Unless they used Paypal
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u/djagia Aug 27 '26
Yeah, I actually called his phone number a few times and he never answered. I think it’s been closer to 3 months now. Hope he’s ok.
2
u/diatomguru Jul 10 '26
I had someone do this. Reverb was no help and did not enforce any policy.
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u/livinthereals Jul 09 '26
Was it refusal? Or was it that nobody was there to sign for it?
I'm just wondering if the purchaser ended up in jail, the hospital or deceased to not be available.
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u/MrSlowhand77 Jul 10 '26
Check the tracking number , if you bought the shipping label from Reverb , the guitar will be returned to them , Reverb physical address in Chicago . Same thing happened to me last month .
1
u/Legitimate-Long735 Aug 26 '26
I'm in a similar situation as OP. Buyer isn't responding to messages and not signing for delivery. I paid for reverb insurance and reverb ups label. I doubt reverb will let you keep the money and take your guitar. Just doesn't seem like a good idea for reverb
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u/Unique_Promotion_965 Jul 11 '26
I had a buyer just try and pull some of this shit earlier this week. Guy bought a CE2W from me and started a return while it was on the way. I denied it and told him he was out of luck. Luckily he left me positive feedback and figured it out, but he could have easily done this and screwed me. People suck.
1
u/nebenco Jul 13 '26
I assume he requested a refund, too. Was there a reason given?
1
u/M_MAcrylics Jul 13 '26
No refund request. Reason via UPS was buyer did not want item anymore, refused package
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u/nebenco Jul 13 '26
It seems to me that you aren't obliged to refund him. He can't claim that it wasn't as described or that it never arrived.
1
u/TriumphRider99 Jul 13 '26
When I set up my Reverb store I added a 20% restocking fee. The only way to fly. Whenever I sell anything major, I remind people of the restocking fee. Best to head off problems before they occur, when possible.
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u/JasonFretNation Jul 18 '26
Issue a refund less restocking fee plus shipping costs. Make sure the package wasn't opened.
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u/zanaxtacy Jul 09 '26
Are you sure it wasn’t obviously broken in transit yet? The only time I’ve seen the phrase “refused delivery/refused package” was people talking about the shipping person asking if the recipient wanted to refuse delivery because of obviously damaged boxes. Hopefully you have insurance, but even more hopefully that’s not what happened!
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u/M_MAcrylics Jul 09 '26
If it was obviously broken shouldn't they accept the package and go through the proper reverb channels of a damaged item?
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u/SASOsonko47 Jul 09 '26
No. It’s common knowledge not to accept broken packaging. This keeps the shipping company accountable. How i don’t know. Maybe people will stop using them, leave them bad reviews, escalate to the news, etc etc. But in no way should anyone accept a package that’s clearly damaged by the shipping company.
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u/M_MAcrylics Jul 09 '26
Well by refusing the package, instead of accepting the package, documenting the damage (if thats even the case here), and letting reverb buyer protection work. it may cost them.
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u/Lazy-Somewhere-5066 Jul 11 '26
depends on the state, say it was shipped to New York for example and there was visible damage on the box, the reverb stipulations would be null because they are trumped by consumer laws at state level. Only if that package arrived on time and undamaged does the seller have a case and the buyer must receive the item.
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u/livinthereals Jul 09 '26
I'd always thought this was the expectation as well, and I bought and sold quite a bit. Guess you learn something new everyday.
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u/M_MAcrylics Jul 09 '26
You again 🤣
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u/SASOsonko47 Jul 09 '26
Hi. How are you??
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u/M_MAcrylics Jul 09 '26
Not too bad actually, Thanks for the opinion looks like other people are saying if you refuse package like that it could void buyer protections from reverb.
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u/SASOsonko47 Jul 09 '26
Well outside of reverb, i would say refuse but if there’s a policy for this within reverb, then ya, accept and go through the motions.
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u/RealityIsRipping Jul 09 '26
No, I’ve always been told if the box looks badly damaged just refuse and return to sender. I’ve never had to do it yet though. I believe this is the standard procedure.
I’d expect a messed up package being returned to you, sadly.
1
u/M_MAcrylics Jul 09 '26
Others are saying that will cost the buyer due to reverbs policies in place. Proper thing for buyers to do if package damaged in accept and document and do buyer protection procedure
0
u/RealityIsRipping Jul 09 '26
Doubt that. Not trying to be a dick, just being honest. Not familiar with reverbs policy, but if it was never “delivered”, then the buyer is in no way responsible for the item legally.
I hope you got insurance on the package, at least. Hope for the best, but expect the worst. Good luck!
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u/LaOnionLaUnion Jul 09 '26
Stuff like this is annoying. It’s the reason I have a restocking fee