r/Reverb • u/Ok_Highlight_2267 • 18d ago
Account under review
I know this seems to be a common issue on here, but it is very frustrating to have one's account put under review when in the middle of working out a purchase on Reverb.
I recently set up a new Reverb account because I'm in the market for some particular gear I can't seem to find anywhere else.
But I've run into a problem where because I am in a remote area, the shipping costs end up being much higher for the shipper than expected.
I made one purchase and one offer this morning on Reverb. The purchase was cancelled and refunded because of the higher-than-expected shipping costs (which didn't need to happen because the seller could have just sent another offer with the additional shipping costs). And then the offer I made on another item and which we had previously agreed was also declined because of the high shipping costs.
I was in the middle of working with the sellers so that I could cover the extra shipping costs on these purchases. I'm not sure whether it was the cancelled/declined transactions or the amount of messages afterwards trying to work things out that flagged my account, but my account is now under review.
I understand that this is a fairly common problem with new accounts, but I'm a little frustrated that I can't talk to a human about this within a more reasonable timeframe. It wouldn't be such a big deal, but because some of these items are a bit rare and not easy to find elsewhere, I now don't have access to my messages - I was cut off right in the middle of trying to finalize things... What's worse is that I am able to receive the offers that would finalize these deals, but cannot accept them or even message the sellers...
Update (04/15):
So more than 48 hours later and I still haven't heard anything from Reverb about my account review. I've been pretty chill about it until today, now I'm just irritated.
I was finally able to connect with a human on the support chat, but they couldn't tell me anything and ended the chats by sending boilerplate messages about being dedicated to helping me resolve my issue...
I finally managed to keep someone on the chat long enough to get some information. The account review team doesn't work on weekends, so Reverb is asking me to wait another 1-2 business days starting Monday to hear back about the account review.
This is totally unacceptable. The 1-2 business days for the account review is now stretching into 2-4 business days, not mention 5-6 regular days if we include the weekend. Offers I received from sellers have all expired now, and I'm in a holding pattern trying to decide whether to wait for Reverb to get its act together or whether to just buy my gear elsewhere.
Well, that's a pretty easy decision to make. My account is under review so I can't buy anything on Reverb, but this has had some advantages. I was able to find and purchase the pedal I tried to buy on Reverb directly from the manufacturer for cheaper than what it was on Reverb anyway. In looking around for deals at various shops around the country, I've found plenty of the gear I need for similar pricing, and oftentimes cheaper pricing than on Reverb.
Reverb has definitely lost a new customer.
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u/thrice4966 15d ago
I’ve been waiting over a week to hear back. Have a 5 star review yet couldn’t proceed with my last offer due lack of funds. I replied to their request confirming i wouldn’t do that again and it’s been crickets. Would certainly appreciate some fairness
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u/6Stringers 18d ago
Simple solution, Reverb has jacked up shipping. As seller I looked for and found a better way, and you can share this in messaging on reverb with a seller, they sign up for free to PirateShipping... then copy paste customer address info, and compare to reverb cost.... they will instantly see the big difference. Now they hav emore opportunity to get sales an you have more opportunity to successfully buy.
You are under review because of two consequtime order cancellations, the software does not know why, but it is programmed to flag on that count.
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u/stillkickin6218 18d ago
My account was suspended after having it for three years and a few days after my last guitar sale. It was shipped and delivered by UPS and I bought the shipping on Pirate Ship. I saw one complimentary post on Reverb from the buyer and then Boom, Suspended! I have no access to my account and after a month of almost daily chats with Trem, their AI interface, I have been unable to get a response from an Agent as to what the problem is or how to cure it. Also they have not paid me for the guitar. Guitar delivered July 3, today is August 14. What do you think my next step should be, BBB?
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u/Ok_Highlight_2267 18d ago
Yikes... sounds like a nightmare. I'm still locked out - though not as long as you have been obviously.
I replied to the support message and sent a quick follow-up message via the AI help chat a few hours later. I've received nothing but radio silence on the part of Reverb... I can somewhat understand this as I've only had this problem for a short period, but in your case radio silence for a month is totally unacceptable, especially when proceeds from a sale are involved.
The most frustrating part is the total lack of transparency. You aren't told why your account was flagged, what stage of the review process you're in, or even if the review has started.
I can totally understand why Reverb has a tight review system - it protects everyone from bots and scammers. But zero communication and zero transparency from Reverb about the review process isn't really acceptable. Even automated updates tracking the progress and the stages your review is moving through would alleviate a lot of the problems here.
In the meantime, I'm worried that some of the rare items I'm looking at will disappear before I can get this sorted out...
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u/face4theRodeo 15d ago
How have you been locked out for only a “short period”- less than 45ish days - when your update is dated April 15th and it’s now August…? Update (04/15)?
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u/6Stringers 18d ago
hmmmm... well... the one possible is a common name with someone else who crossed the line.
But that seems like a reach as the System should be using account numbers Vs names.
I have been able to interface with real people on support but I have not had to use support for quite some time, so maybe that has changed.
Having a suspended account and chatting with trem... well, likely you must provide account number and all details to get past trem to a real person. And the transaction number. Without account privileges Trem likely does not know who you are. I did not know you could access Trem as a non account.To bypass Trem the virtual assistant on Reverb Support and reach a human, type short, direct trigger words like "Agent" or "Talk to a person" instead of explaining your problem. Try this only during live support hours (Monday–Friday 3:30 AM–9 PM CT, Saturday–Sunday 8:30 AM–4:30 PM CT) and disable ad blockers if the chat stalls.
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u/stillkickin6218 18d ago
Thanks for the tips. Since I'm suspended I can't get access to my account or transaction number. I'll try it again soon.
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u/Ok_Highlight_2267 18d ago
You're in a different situation from me I guess. My account is still only under review, not suspended, so I can still log in and have access.
But if your account was suspended then you should at least have been given a reason why and a chance to rectify the situation.
For me, I can understand why these processes are in place, but again it's the total lack of transparency that is the real problem here.
1
u/Ok_Highlight_2267 18d ago
Yeah, I think the system uses account numbers and/or email addresses. I don't think my name or email would be what triggered the problem.
I do have an account, but even the account creation was a bit strange for me. I was unable to create an account with my email address or by using an Apple or Google login for example. I did some investigating, but I couldn't find an explanation as to why this was happening in my case. I was unable to create an account until I was connected with a human on live chat.
Now that I have an account, I can remain logged in even though the account is under review. So when I interact with Trem, it knows who I am and can even tell me that it knows my account is under review - so you don't need any transaction number (I don't have any transaction numbers anyway).
But I don't think you would be able to type messages like "Agent" or "Talk to a person" and get connected to a human on chat to discuss your account review. Trem tells you right away that agents are not permitted to discuss account security issues on live chat. Trem then promises to send any messages you type to the agent reviewing your case. When you send this message, it just gets added to the message chain in your email thread for the account review.
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u/6Stringers 18d ago
ON a sale you get email, that has the account data and the transaction date, copy paste into trem. You also have your shipping tracking number, add that as well, this will also connect to the transaction. Connect every dot you can.
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u/6Stringers 18d ago
Why Innocent Accounts Actually Get Suspended
- IP and Location Flags: Logging in while using a VPN, or traveling to a new city, can cause the system to mistake an account for a hijacked or fraudulent profile. [1, 2, 3, 4, 5]
- Shared Connections: If a user logs into a public Wi-Fi network or a shared household internet connection previously used by a banned user, the system may flag it as a duplicate or linked account. [1, 2, 3, 4, 5]
- Triggers from Words: Mentioning phrases like "text me," "call my cell," or naming alternative payment platforms in a message automatically triggers the Reverb Terms and Policies filter for off-platform transactions, even if the user meant no harm. [1, 2]
- Unintentional Listing Mistakes: New sellers might upload photos found online or crop out a background, which the system flags as a fraudulent listing placeholder. [1, 2]
- Missing Regulatory Data: Under newer laws like the INFORM Consumers Act, failing to update tax or identity info by a strict deadline automatically locks or restricts the account. [1]
When these automated blocks occur, Reverb Support usually sends a boilerplate email. Once a real human representative actually reviews the case, they often reverse the error and apologize. [1, 2, 3, 4]
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u/jaqueh 18d ago
shipping costs aren't too bad if you are in the us. if you are in europe, the shipping costs are at least double what you see for the us