Suspended order

A suspended order indicates an issue with delivery or the delivered item(s). We can’t complete this order until that issue is resolved. This means that:

• Your payment is being securely held by our payment service provider. You should see it under pending balance in your Vinted Balance.
• Once a solution is reached, either we, or buyer and seller, will complete or cancel the order:
  • If it’s completed, payment will be released to the seller.
  • If it’s cancelled, the buyer will receive a refund. The seller may also receive compensation (in certain cases when an item or the whole order is lost or damaged).

Press “View issue details” in the conversation screen to get more details about the situation and how to proceed, if applicable.

Usually, we or the buyer will suspend the order if:

• The order doesn’t arrive
• One or more items are significantly not as described (SNAD)
• The order was damaged in transit

If the buyer claims that an item or the whole order was damaged or not as described, we'll ask them to provide proof before we validate the return.

Depending on the situation, you may need to take action or simply wait for our support team to get back to you.

• If you and the buyer reach a mutual agreement without our interference, know that:
  • The buyer can complete the order by pressing View issue details and Cancel & keep order.
  • The seller can cancel the order by pressing View issue details and one of the available options.
• If the buyer suspends a transaction and you don’t agree with their claim, you can submit a dispute:
  • You have 14 days from the time the transaction is suspended to dispute the claim
  • You can only dispute the claim if you haven’t already agreed to refund the item or requested a return via an option in the conversation screen.

• The seller should always keep their postage receipt until the sale is completed. It will serve as proof of postage.
• Taking pictures of the parcel and its packaging before shipping may help the seller prove that they’ve packed the item(s) appropriately, in case of damage.
• For an item (or multiple items) that was significantly not as described, we’ll only issue a refund if the buyer sends the item(s) back or if the seller doesn't provide their return address. The buyer should pay the return shipping costs for such items (unless agreed otherwise).