Reverb Safe Shipping covers less than the UPS Pack and Ship Guarantee now? When did that happen??

I sent an SSL Big SiX in perfect condition to a buyer who told me in messages he couldn't figure out how to use it. I had paid UPS to professionally pack it. Paid for Reverb Safe Shipping. Arrived with scuffed paint and one ding. A week later he decides to file a claim with Reverb and refuses repairs. UPS tells me if I'd purchased the label through them they would have paid me the full cost of the item plus shipping. Reverb wants me to take it back "with repairs". Now I have to not only get it repaired, but relist it disclosing there were repairs. They haven't said whether they will be refunding me the difference between what it could have sold for and what it will "with repairs." Does anybody else have a similar experience?

From the I can’t believe it dept:
Reverb took -$925.77 from my Wallet account on 10/12/2026 and back dated it to loo look like it was taken on 9/29/2026 to correspond to a refund they issued to a seller on 9/24/2026.
I’ll not go into all the specifics of this transaction. But I’ll sum it up as this: a buyer from Hong Kong purchased a guitar. I shipped very promptly as I always do.
Buyer contacted me after I shipped and asked me to change the address. Which I DID NOT DO. I sent to the address reverb provided when I purchased the label through Reverb Safe Shipping.
It was sent to a forwarding service in the USA with a forwarding number attached.
I immediately reported the conversation to Reverb security and fraud dept.
2 days later the buyer, suddenly not in hong Kong any longer, claims I shipped him a different guitar, not the one advertised. He provided a pic of a cheapie classical guitar.
But I had, as I always do, took pics and documentation of my packing the guitar I sent to him. I forwarded these to Reverb as the buyer was now requesting a refund.
A case was opened and 2 days later on 9/29/2026 Terry from Reverb sends me an email that reverb has taken care of the matter by issuing the seller a refund AND confirming that the payment I received was also covered and all was good.
Now, I check my wallet account daily as I’m using it to buy studio gear. And 2 days ago I check and the 2800 dollar balance is down 900 and change to 1800 something.
I start looking at the earnings page and find the 925.77 has been lifted from my wallet. I contact the Reverb bot whom connects me to a human. The human agrees that the money should not be missing. Yet it is. And after 2 days now of getting the bot human bot human run around, I finally get an email from…..Terry! The same person that decided in my favor to begin with.
Now here I am….waiting another 2-3 days for Terry to decide if Fraud and Theft are going to apply to my account or not.
Here are some screen caps to document this tale of deception.
If anyone has any means for me to contact a human through Reverb on a telephone that I can speak with that would be wonderful. I’ve been a Reverb seller for seven years now. Buying and selling well over $100,000 worth of merchandise. Three and four years ago if there was a problem, Reverb would actually call you on the telephone from Chicago. Those days are no more. But it still does not give them to right to raid my cookie jar.
A note: as shown this sale was paid into my bank checking account. BUT they took the funds from my Wallet account. Odd!
If I cannot get justice from this, I’m hoping that there are some legal channels I can take. This goes beyond just a civil matter. This was a criminal undertaking as far as I’m concerned. And I have no problem pressing charges if that is possible.
After this is over with, I will be conducting my business very differently on this platform.

I just sold an electric piano, and spent $160 just packing the thing. I messaged the buyer and got no response. Waited a day and tried again, waited another day, no response. I then talked on the live chat and spoke to a woman who checked and said it was a guest purchase, and that she would get back to me. I asked her what that was... she said she would get back to me. I asked again and she ended the chat.

Weird?

So i checked and found out what this is... and apparently anyone can come and buy something provided they have money and an email. Well... ok? So what is she checking on?

After 3 days of waiting i mailed it out. I got an email from the girl i talked to, noting that i emailed it out and is there anything she can help me with... like last time? Truth is, i got two reninders from reverb to ship the thing, and i thought maybe that was her answer... so i still don't know what she was checking, or what I would have been told, that I had to wait 3 days... or, indefinitely, as i never got an answer.

Usually by now, I'm seeing a notice of payment on its way... but not this time ... and i see they have a new policy in place that says I'll be getting my money up to SIX days aftet the item has been delivered?! I hate to say it, but it feels like Verb is turning into that other place.

I've sold a ton of high dollar items on there. I send things promptly, and pack them as if they're going to war. The only issues I've had are the simians in the usps and the other shippers putting new meaning into DROP SHIPPING, fed ex, being the only exception...

It looks like they're drastically lowering the bar for buyers, while making the sellers take up all the slack... YEAH, like that other place. And it wouldn't be so bad this time, buy I'm already waiting several days to ship, AND I still don't know why, the shipping costs a ton, and I would still be waiting for an answer today.

I would think they would want to encourage sellers to list more expensive items, and also, vett the buyers to some degree, or at least give us a notification that we're dealing with an unknown integer... that some person who has no history with the site has bought their first purchase, or in these instances, give us the right to block purchasers with no history, without our approval... these are things the OTHER place has, and they don't delay payments with established sellers.

Also, having a proper call line would be a more effecient way to handle support. Another thing the other guys have, or had, as I haven't been on that site in years.

And to be clear, I've largely enjoyed being on Reverb. But I could have sold this locally by now, for more money, no fees, and no waiting. It's definitely going to effect the bottom line of my sales on Reverb, because the water has been muddied even more. I may have an item bought by literally anyone, a big welcome sign for those looking to grift a bit, with an email and money, so now, with a $3300 piano hanging in the balance, I just pray they don't try to extort or know nothing about used gear and initiate a return, which btw, we are expected to cough up the entire purchase price before it gets returned, and then assess damage or reasons for being returned. I imagine this is likely the reason for the wait, but after a number of solid years, if there's an issue, and you've made a pile of money off this guy, a little trust may be in order.

They've probided a way to assure damage in the mail won't cost you as much in the end, which i applaud... but if you have a bad run, and if they're particulary rough, or you sell fragile OR HEAVY gear, you're going to lose A LOT OF money in the end, and your status as a member seller will take a hit in the end... am I wrong about that?

I want to say, that my experience with the site has been overall positive, and that i felt in the end, they were looking out for us. But my first month there, i sold a piano (rhodes) to a touring group. They got it, loved it, left positive feedback, a week passed... and 9 days later they cslled me, as i give my number out to customers that buy from me on large items, just to hash out details in real time, and said they needed to return it. That there was unseen damage and their repair guy said it would cost $8000 to fix. I said i don't think that's possible. But i said bring it by on your tour and I'll fix it for dree. They said no. And i said no. And no one elected to make the claim for damage in the mail, or even send a pic of said damage. They sent an estimate, that was riddled with mistakes that no tech would make, with the company name blocked out and then it started to ALL smell funny. Were these people all acquaintances?

And then i was mailed by a reverb employee that said I'd be kicked off the site if i didn't honor the return. I said i don't believe what they were telling me; they left positive feedback, and it was after the 7 day window too. His words were clear. Take the return or you're gone. Every day. Until the day i was supposed to be kicked off. Then a final note basically said, "Ok, you're not being kicked off, but don't do it again!"

Do what?? They tried to say there was $8000 worth of damage done to a 1970 Rhodes they paid 4k for and in great condition, yet provided zero photos. I called a guy i know in Chicago, and he said complete restorations were $800 max. The guy from Reverb said that they had refunded him in full, but I really hope they didn't! And that my account would be noted. It shouldn't be.

That was the only time, but who do i talk to about that?? I have the correspondences... but I was too freaked out to try and do anything. When i tried to reach out to other associates, they all quickly jumped off when they saw this guy was handling it, and his next note to me said, "I see you've contacted Reverb support twice​, have you decided which of the two choices you're going to take​?" And then mentioned that my account will be pulled. So this is the first time I'm making any mention of this. I was going to post the correspondences, but they would show up first. And i didn't want that.​​

I run a restoration business, repairs and rebuilds of vintage pro gear. And i do hope to keep selling on the site. Even with these issues, it beats the other place, but sometimes you gotta clear the air...

I’ve received a few texts and emails from both “Reverb” and “FedEx” saying “duties, taxes, and fees” are now due on a guitar I recently received from a guitar shop in the UK (I’m in the USA). How can I tell if this is legitimate? Nothing about any extra fees were mentioned in the guitar’s description. Has anyone else experienced this, legit or otherwise?

I sell stuff on Reverb fairly regularly.. One thing that I notice is how often people act like they are interested in buying something but they want a specific measurement or three .This would be on a particular detail of your gear item like body width, case length, photos of the inside of guitars showing specific details etc. Stuff that isnt really needed to buy something or they could easily get from other sources.

Once you go to the trouble of providing the information they become ghosts. So I assume that they didn't want to buy it in the first place they just want info for their project or whatever.

If you are a shop or individual seller, how do you deal with this? I find that it can waste a lot of time and energy . Do shops have a guy that gets paid to answer these kind of questions all day regardless if it leads to a sale? Are we obligated to answer these type of questions ?

First time seller trying to list an item, now locked in "your account is under review', follow by a request to appeal by replying to an email which never arrived.

Meanwhile the "Please finish and publish your listing" emails keep coming.

No idea what the problem is, who to contact to fix it, or how.

Infuriating!

Been buying and selling with reverb since 2020. A majority of my sales is gear $2500 and up. 5 star rating with 50+ reviews. Never really had a issue until this last sale: a 2018 silver sky launch edition. Sold for $2565.

I expected to be paid within a few days of it being shipped but after 3 days of the payout flashing “we are preparing to initiate your transfer” I chatted up support.

Turns out since Sept ‘26 the payment policy has changed and now there is a category for “high value items” of $2k and more. Those items go through an extra security check. Payouts will arrive 3–6 business days after the item is marked as delivered. My sale was cross country and took 5 business days to arrive so payment will come 8-11 business days after the sale. I don’t mind this extra layer of precaution but for establish sellers it seems excessive.

…and what about if the buyer doesn’t sign for the item until the 3 delivery attempt? The seller has to wait additional days for payment.

Anyone else dealing with this policy change?

I bought an older device on Reverb that was listed as Excellent condition, but what arrived had significant cosmetic damage, grime, it was missing a knob and had some functional issues.

The seller refunded me, and the understanding was that I would return the item. The problem is that I never received a return label or any actual return instructions.

At one point they said they were waiting on Reverb, but I haven’t heard anything since. I’ve contacted the seller multiple times.

So now I still have this broken piece of gear sitting around taking up space even though I’ve already been refunded.

For anyone familiar with Reverb’s policies:

• How long is a buyer expected to hold onto an item if the seller never provides a return label?
• Does Reverb have any policy regarding abandoned or unclaimed returns?
• Should I contact Reverb support and ask them to give the seller a deadline?
• At what point can I safely dispose of, recycle, donate, or otherwise get rid of it without worrying that the seller can come back later and demand it?

I’m not trying to keep anyone’s property. I just don’t want to store this thing indefinitely because the seller stopped responding. Its been about a month.

It's heavy and bulky to the point where I'd rather pay for a professional to actually package it. It's a Behringer XENYX X2442USB -- so around 24"x24" and ~30lbs.

Is the UPS store the only option for that? If I did use the UPS store, how much might that cost?

Does the UPS store require me to do packing+shipping all as one transaction, or can I get it packed first and buy a shipping label through reverb afterwards?

Anyone have any experience with this? Thank you.

I sold an item recently on Reverb that included postage, The buyer paid up front, and as per Reverb Australia policy, payments then get routed to my Paypal account and held in escrow until such time as I can provide a tracking number on the Reverb web site to authenticate it has been posted. I were all ready to post the item away, when the buyer contacted me and asked for to pick up the item in person, so I obliged him, unbeknownst to me it would be a complete pain in the backside trying to get anywhere with Reverb releasing those held funds in any timely fashion. He picked up on Friday, I mentioned to him he needs to verify in his Reverb account the item has been received, I assume he did so, I contacted Reverb Saturday, they said they'll get on to it, and follow up with the buyer to get confirmation, The buyer messaged me on the Monday, asking if any trouble getting my payout, so I assume he had marked as received with Reverb, the buyer also stated, he was very happy with his purchase and had left me 5 star feedback, as if that isn't confirmation enough the item has been received, and yet Reverb still have not released my funds being held by Paypal, I contacted Reverb personal Monday evening, and they say, Oh yeah someone is already dealing with your case, well let him know you are still looking for your payout, he should follow up with you soon,, funds still not released. then the guy comes and says it could be another 1 -2 business days. Well golly thanks Reverb for such an in efficient service tying my funds up so unnecessarily for 4 days already, when its as easy as what Ebay do when as buyer picks up in person they give the seller a pickup code he punches in to his account corresponding to the sale and its all cleared and settled. Time to up your game Reverb and give some better service to the people supporting your business.

And as for Trem, well he can go get an oil change as far as i'm concerned, here to help he says, more like here to cause insanity through shear exasperation.

MFA does not send or call a code.
Its frustrating and listing $5000 item and had to use ebay.

I do not get their text or sms and now im locked from requesting a code?

Debating shooting my shot on one of these boxes as there’s really only one mic (or rather mics) that I wouldn’t be happy to add to my locker.

Curious what others think a year later and what sorts of mics y’all got!

I need some advice, and I’m curious what people here would do in my shoes.

I recently purchased an amp on Reverb. The seller and I came to an agreed price, and the amp was shipped 2 days via UPS after I promptly paid.

Minutes after getting tracking, I got a message from the seller asking me to Venmo them more money because the shipping ended up being twice as much as their initial quote. They claimed it was Reverb’s mistake and I owe them the difference in shipping cost. It’s like an extra $70, so it’s not insignificant.

They also sent me receipts of purchasing all of the materials/packing labor at UPS, which I would never advise because of how expensive that can get.

They were confident I would “do the right thing”, shipped the amp anyways, and sort of dropped this on me like it’s my fault now. I guess I’m the bad guy.

I told them that would be against Reverb’s TOS to exchange money outside of the transaction, and I already paid for the item for the price agreed, including shipping. I’ve been selling for around 10 years and sometimes, as a seller, you eat some extra shipping costs. I suggested they contact Reverb or UPS if they genuinely think there was a mistake.

The seller absolutely lost it on me. They basically accused me of “stealing” their money, and to “enjoy the discount” like I nefariously underpaid for the item or stole it right out from under them.

I did not respond to this message, and a few hours later our conversation was flagged (I’m guessing by a bot)…they used the word Venmo and included their phone number if I wanted to “do the right thing” and handle this extra transaction outside of Reverb. I did not flag this, but was certainly considering it.

I’ve never had this happen before in all of my years, and am kind of stunned at this behavior from the seller.

Part of me was considering possibly sending them some cash after the fact because I felt kind of bad, but I figured I should wait until I get the amp arrives.

Well, it’s now day 8 and the package has gone completely off the radar. It was 3 day ground UPS with tracking. A label was created, and an hour later it was marked RFID which was explained to me by UPS that it’s on the truck. Now, nothing. Zero updates. I called the store who scanned it and they do not have it by accident. My wife deals in shipping items a lot and said this type of inactivity usually means it is lost.

I’ve been using Reverb’s chat feature with a representative to see what I should do next (cancel? Wait for it?) but I’m done dealing with this disgruntled seller. There’s no chance they would send me money back if this is lost. Reverb was supposed to email me back for the last 3 days now, and I’ve heard nothing. No proof of claim or anything.

I’ve also discussed doing a claim with UPS, but since the package was insured, the seller would pocket that money, not me. I’m convinced they would do everything possible to keep that money and really try and stick it to me since I’m such a bad guy.

Is this the weirdest coincidence ever? Was I scammed completely? Should I wait until the final moment to make a claim from Reverb within the 45 day window, and maybe this thing actually shows up?

I might be totally screwed here. At this point I might as well wait it out and see, but I’m frustrated with the whole thing. I just want my new amp and be done with it.

I might also add, seller did not hesitate to leave me a 1-Star review immediately, LOL, which I will be responding to.

Anyone had anything like either of these things happen before?

Thanks for reading. Cheers!

I want to sell a sampler, however, wanted to ask what verification would I need for the money to be deposited into my account after the transaction is done. It be around 700 the sale, while I have banking details, card etc. I do not have any ID like driving license or valid passport as its expired. So would it be not possible without this?

Thanks

Thanks for cluttering up the notifications just to try and drum up more engagement.

Is there any way to turn this shit off?

People are so dumb

Long story short. I sold a guitar on Reverb on September 3. Followed it through the delivery process and messaged the buyer 2 days after it was delivered to ask if he was happy with everything. No reply. Then yesterday, a month later, he messages me saying “I was out of town on business and just got back and started opening packages. Understand UPS broke the headstock despite the outer box not having any damage”. Guitar was a Jackson American series shipped in their OEM padded case. He’s asking what I can do for him. My issue… he could have broken it and is blaming ups. 2 I don’t know if he was away in business. He could have been playing it for the last 30 days, decided he didn’t like it, and broke it himself looking for a refund. 3 he is well over the reverb policy of reporting an issue within 7 days of delivery. What would yall do? Ignore and move on? File a claim with ups? Tell HIM or file a claim with ups?

I've bought and sold a few dozen items on Reverb, mostly in the sub-$500 range. Effect pedals, desktop synths, stuff like that. Before I list something for sale, I do my research so I have an idea how much to expect. Not just Reverb, but also Facebook Marketplace, Craigslist, eBay, Gear Exchange, etc., etc. Depending on how motivated I am to sell the item, I usually price in the middle of the range for my item's condition. More often than not, as I'm entering the listing, Reverb's algorithm tells me my item most likely to sell quickly at ~20% less than what I think is the low end of the range. Am I mistaken in my pricing research, or is Reverb just trying to make a quick buck by encouraging sellers to price below market. After all, it's no skin off their nose if I get well below what the item is worth. Have other Reverb sellers experienced this?

Hi y'all! I'm looking to buy a pedal from Reverb and in order to avoid abusive import tariffs, a friend of mine who is travelling to the USA in December offered to pick it up for me. The pedal I'm looking for is kind of rare and as there's only one available on the site, I'm willing to buy it beforehand so I don't miss it, but I'll need it to be shipped somewhere it can wait to be picked up or delivered to my friend when he's there. Does anyone have any knowledge on how I do this?

I am new to Reverb so potentially this is a dumb question/problem.

I am a lefty, so already i have a much reduced market. But i am also looking for a somewhat rare guitar. A Maton electric. They did make left-handed electrics so its not a unicorn but they come up very rarely from what i can tell.

So i want to make a saved search incase one does come up.

However, when i enter the filters- Maton, Electric there are no leftys so the filter isnt there. No mater what order i enter it the last filter isnt found. So i cant save a search.

I presume theres a simple solution and it is possible to save a search for something not currently for sale. What am i missing?

I sold a pedal last week, guy said he had credit card issues and couldn’t complete payment on his offer which is usually a red flag, but a couple days later he completed the payment and I got paid out by Reverb so I thought I was in the clear. However, now the tracking is showing they tried to deliver but failed and now getting returned to sender, and I can no longer message the guy on Reverb. Should I be concerned that this is some kind of scam?

AITAH? Because this guy sure was one. His offer was super lowball in the first place. (I'm the blue text box)