Do sellers have rights? - vinted issue

xxAlaxxx

I sold an item on vinted. I shipped it using the automatically generated Inpost label that vinted created. The tracking updates however, did not pull through. So despite the Inpost tracking showing the item as delivered, and the seller confirming in the chat that they had received the item, the order was automatically cancelled. It refunded the buyer in full, I did not get paid and it left me with an automated one star review. I reached out to vinted about this issue before the order was automatically cancelled and then sent in a formal complaint - specifically requesting compensation for the loss and for the star rating to be removed.

Their response to this complaint was "Thank you for your answer. We recognize the significance of this matter to you, and we would like to emphasize that we regard your concerns with utmost seriousness. Nevertheless, we are unable to deviate from our established procedures. Unfortunately, we are unable to provide any further assistance. We thank you for your understanding and sincerely apologize for any inconvenience this may cause."

I am at a financial loss because of a technical issue in their system. Previously if I've ever had an issue, that has been the fault of a company, I've always been compensated... but that's only ever been as a buyer - so legally I am protected with consumer rights. But this time I'm a seller, and whilst it would be nice for vinted to do the right thing, I'm not sure if they legally have to, as I don't think their is a legal obligation to to protect people who sell on online platforms? Any advice on this would be appreciated.

powerful_Rogue

xxAlaxxx said:

I sold an item on vinted. I shipped it using the automatically generated Inpost label that vinted created. The tracking updates however, did not pull through. So despite the Inpost tracking showing the item as delivered, and the seller confirming in the chat that they had received the item, the order was automatically cancelled. It refunded the buyer in full, I did not get paid and it left me with an automated one star review. I reached out to vinted about this issue before the order was automatically cancelled and then sent in a formal complaint - specifically requesting compensation for the loss and for the star rating to be removed.

Their response to this complaint was "Thank you for your answer. We recognize the significance of this matter to you, and we would like to emphasize that we regard your concerns with utmost seriousness. Nevertheless, we are unable to deviate from our established procedures. Unfortunately, we are unable to provide any further assistance. We thank you for your understanding and sincerely apologize for any inconvenience this may cause."

I am at a financial loss because of a technical issue in their system. Previously if I've ever had an issue, that has been the fault of a company, I've always been compensated... but that's only ever been as a buyer - so legally I am protected with consumer rights. But this time I'm a seller, and whilst it would be nice for vinted to do the right thing, I'm not sure if they legally have to, as I don't think their is a legal obligation to to protect people who sell on online platforms? Any advice on this would be appreciated.

Are you a business or private seller?

Have you contacted the buyer asking for them to send the refunded money? Could always send them a letter before action and take them to the small claims court.

pinkshoes

xxAlaxxx said:

I sold an item on vinted. I shipped it using the automatically generated Inpost label that vinted created. The tracking updates however, did not pull through. So despite the Inpost tracking showing the item as delivered, and the seller confirming in the chat that they had received the item, the order was automatically cancelled. It refunded the buyer in full, I did not get paid and it left me with an automated one star review. I reached out to vinted about this issue before the order was automatically cancelled and then sent in a formal complaint - specifically requesting compensation for the loss and for the star rating to be removed.

Their response to this complaint was "Thank you for your answer. We recognize the significance of this matter to you, and we would like to emphasize that we regard your concerns with utmost seriousness. Nevertheless, we are unable to deviate from our established procedures. Unfortunately, we are unable to provide any further assistance. We thank you for your understanding and sincerely apologize for any inconvenience this may cause."

I am at a financial loss because of a technical issue in their system. Previously if I've ever had an issue, that has been the fault of a company, I've always been compensated... but that's only ever been as a buyer - so legally I am protected with consumer rights. But this time I'm a seller, and whilst it would be nice for vinted to do the right thing, I'm not sure if they legally have to, as I don't think their is a legal obligation to to protect people who sell on online platforms? Any advice on this would be appreciated.

As Vinted are based in Lithuania then your best bet is chasing the buyer for re-payment.

As above, send the buyer an email explaining what happened and ask them to re-pay, sending them an invoice or bank details or something.

If you don't hear from the buyer, then send them a more formal letter in the post giving them 14 days to either pay the invoice of £XX or return the item, otherwise you will take them to court for the amount owed. Send it with proof of postage. 

MAMIL11

I've found Vinted's customer support to be laughable and they simply ignore you when provided with all the evidence they request for compensation under their T&C. They very obviously have no intension of ever paying out under any circumstances.
I sold a camera which the buyer reported damaged upon receipt. I provided photographic evidence it was working when passed to their courier and proof from the camera's manufacturer that the packaging was more than adequate. The buyer only gave a verbal report of damage but did send Vinted photographic evidence that the outer packaging was damaged. Whilst trying to resolve the issue with Vinted they closed the return window, then ended each message thread through the app and then sent fake automated replies from their legal email address that they would not read or reply to any more emails from me. Vinted are currently ignoring/stalling me on Resolver UK. I'm £230 out of pocket (plus the postage cost of getting the camera returned).

born_again

MAMIL11 said:inted are currently ignoring/stalling me on Resolver UK. I'm £230 out of pocket (plus the postage cost of getting the camera returned).

Resolver is nothing but a 3rd party that forward your evidence to the retailer. As such a waste of time as they can do nothing more than you can.

Add in they are headquartered in Vilnius, Lithuania.

powerful_Rogue

MAMIL11 said:

I've found Vinted's customer support to be laughable and they simply ignore you when provided with all the evidence they request for compensation under their T&C. They very obviously have no intension of ever paying out under any circumstances.
I sold a camera which the buyer reported damaged upon receipt. I provided photographic evidence it was working when passed to their courier and proof from the camera's manufacturer that the packaging was more than adequate. The buyer only gave a verbal report of damage but did send Vinted photographic evidence that the outer packaging was damaged. Whilst trying to resolve the issue with Vinted they closed the return window, then ended each message thread through the app and then sent fake automated replies from their legal email address that they would not read or reply to any more emails from me. Vinted are currently ignoring/stalling me on Resolver UK. I'm £230 out of pocket (plus the postage cost of getting the camera returned).

Sounds like you should be trying a claim against the delivery company.

the_lunatic_is_in_my_head

powerful_Rogue said:

MAMIL11 said:

I've found Vinted's customer support to be laughable and they simply ignore you when provided with all the evidence they request for compensation under their T&C. They very obviously have no intension of ever paying out under any circumstances.
I sold a camera which the buyer reported damaged upon receipt. I provided photographic evidence it was working when passed to their courier and proof from the camera's manufacturer that the packaging was more than adequate. The buyer only gave a verbal report of damage but did send Vinted photographic evidence that the outer packaging was damaged. Whilst trying to resolve the issue with Vinted they closed the return window, then ended each message thread through the app and then sent fake automated replies from their legal email address that they would not read or reply to any more emails from me. Vinted are currently ignoring/stalling me on Resolver UK. I'm £230 out of pocket (plus the postage cost of getting the camera returned).

Sounds like you should be trying a claim against the delivery company.

AFAIK Vinted supply the shipping labels