Reverb Protection
Reverb Protection is what makes our community so strong. Here’s how we ensure a positive experience within the Reverb marketplace, whether you’re a buyer or a seller.
Secure Transactions
Reverb provides a safe, secure platform for buying and selling online.
Learn More »
Human Interactions
In the unlikely event of a dispute, Reverb will assist both the buyer and seller.
Dispute Resolutions »
Simple Return Process
We get it. Sometimes you need to return an item. Our return process is straightforward.
About Returns »
Chris, I can't thank you enough for your assistance. I truly appreciate the way in which Reverb handled this matter. It was very professional. I will definitely use your service again.
– Reverb Buyer
Reverb Protection for Buyers
At Reverb, we understand the joy that comes with getting new gear as well as the disappointment that sets in if there’s any issue. In the unlikely event that a problem with your order arises, please let the seller know as soon as possible. When you pay with Reverb Payments, you’re protected from any fake, faulty, or falsely advertised items.
How do I qualify for Reverb Protection?
Orders must be carried out directly through the Reverb website or mobile app to qualify for Reverb Protection. This includes record of both payment and shipment. Any order transacted through private messaging or offsite does not qualify. Additionally, disputes must be communicated to Reverb within 7 days of the shipment being delivered (or within 14 days of the anticipated delivery date in cases of non-delivery).
Our Process
1
If there's an issue with your order, start by contacting the seller and providing them with documentation (photos and/or videos) of the issue. Most issues are resolved directly between buyers and sellers. If you don't hear back from the seller within 2 days, please contact Reverb Support and describe the situation. Reverb will likely require pictures of any damage and a repair estimate, so please procure those in advance. This requirement can be waived solely at Reverb's discretion. Communication must be made within 7 days of the shipment being delivered (or within 14 days of the anticipated delivery date in cases of non-delivery).
2
Reverb will review the sale and communicate with the seller in order to reach resolution in accordance with their shop policies and expectations.
3
If no resolution is reached, Reverb will recommend the next step the buyer should take depending on the method of payment used. If payment is made through Paypal, we will walk you through the Paypal dispute process and provide any materials needed to ensure the dispute reaches the correct end. If the sale is completed through the Reverb Payments system, Reverb may issue a refund directly to the buyer's credit card once it has been established that no other agreeable resolution has been reached with the seller.