When you receive negative feedback on Vinted, how you handle it can impact your reputation and future sales. Here's a quick guide:

• Stay Calm: Avoid reacting immediately. Take at least 24 hours to process the feedback.
• Verify the Complaint: Check your records, listing details, and shipping timelines to see if the buyer's concerns are valid.
• Respond Publicly and Professionally: Apologize if necessary, explain the situation, and propose a resolution. Keep it short and polite.
• Follow Up Privately: Use Vinted’s messaging system to discuss solutions, such as refunds or discounts, and avoid external communication platforms.
• Request a Review Update: If the buyer is satisfied with the resolution, politely ask them to update their review.
• Report Unfair Feedback: If the feedback violates Vinted’s policies (e.g., offensive language or false claims), report it through the app.

To prevent future issues, ensure your listings are detailed, ship items promptly, and communicate clearly with buyers. Negative feedback can highlight areas for improvement, so use it as an opportunity to refine your selling practices and maintain trust with buyers.

Step 1: Review the Negative Feedback Calmly

When you get a low star rating, the first rule is simple: don't respond right away. That initial urge to defend yourself? Ignore it. Emotional reactions can hurt your credibility and escalate the situation. Experts at Defamation Defenders suggest taking a step back and waiting at least 24 hours before replying. This pause gives you time to process the feedback and approach it with a clear head.

Instead of seeing negative feedback as a personal attack, think of it as valuable business insight. It might point to issues like unclear photos, incomplete descriptions, or shipping delays. Interestingly, 79% of online complaints go unanswered by businesses. By addressing concerns professionally, you’ll stand out from sellers who vanish after receiving criticism. Keep in mind, no seller can satisfy every buyer all the time, and one bad review doesn’t define your reputation. Once you're calm, it's time to dig into the details of the feedback.

Check If the Buyer's Complaint Is Valid

Start by comparing the buyer’s complaint with your transaction records. Look at your listing details, shipping receipt, and private messages. If the complaint is about the item being "not as described", double-check that you disclosed any flaws or signs of wear. For shipping delays, confirm your drop-off date and compare it to Vinted’s expected 1–2 day window. Review the carrier’s tracking information to see if the delay was beyond your control.

Keep detailed documentation to support your response. Take screenshots of your listing, photos of the item before packaging, and images of the labelled parcel. This evidence is crucial if the buyer’s claim turns out to be exaggerated or false. By verifying the complaint, you can decide on the best course of action - whether that’s offering an apology, issuing a refund, or reporting the issue to Vinted.

Once you’ve confirmed the details, take a closer look at your listing for possible mistakes.

Look for Errors in Your Listing

Even if the complaint feels unfair, it’s worth reviewing your listing for any oversights. Start with your photos. Were they taken in good lighting, or could poor lighting have distorted the item’s colour? Did you include multiple angles, or miss capturing a flaw that the buyer noticed?. For vintage items without modern sizing, check if you provided detailed measurements to help buyers assess the fit.

Also, verify that your condition label matches the item's actual state. For example, if you listed something as "New with tags" but it appears worn, you may need to reassess your grading. Compare the buyer’s complaint with your description - does their feedback highlight something you overlooked? If you’ve received several negative reviews in a short time, consider pausing your sales temporarily. Use the break to improve your processes or refresh your inventory. Taking these steps shows buyers you’re committed to maintaining quality and addressing concerns effectively.

Step 2: Write a Professional Public Response

Once you've reviewed the feedback, it's time to craft a thoughtful and concise public reply. This step helps build trust with the unhappy buyer and reassures potential customers about your dedication to quality service.

The key here is to respond professionally, addressing the buyer by name and keeping your message clear and brief - ideally within three to four sentences. Aim to reply within one business day to avoid giving the impression of indifference. Your tone should reflect accountability and a genuine willingness to resolve the issue, without escalating the situation.

Apologise and Acknowledge the Problem

Start your response with empathy, but avoid immediately admitting fault unless you're certain of an error. Neutral phrases like, "I'm sorry you weren't satisfied with your purchase", or "I'm sorry to hear about your experience", show understanding without confirming the buyer's claims outright.

If the issue stems from a mistake on your end, take responsibility. For instance: "I apologise for the listing error - I should have mentioned the small stain on the sleeve." On the other hand, if the problem was beyond your control, such as a shipping delay, explain the situation factually: "I dropped the parcel off on 3 January, but unfortunately, the courier experienced delays."

Always thank the buyer for their feedback, even if it's difficult to hear. A line like, "Thank you for bringing this to my attention", signals that you value their input. As Gelato points out, "Responding to negative reviews with professionalism and politeness can de-escalate situations and demonstrate a commitment to customer service".

Suggest a Solution in Your Reply

Once you've acknowledged the issue, offer a practical resolution to show you're committed to making things right.

Depending on the situation, this could mean providing a full refund, a partial refund, or a discount on a future purchase. For example: "I'd like to offer you a full refund. Please check your private messages for details." Keep the details of the resolution private by moving the conversation to direct messages. A simple line like, "I've sent you a private message with more information", works well.

End your response by highlighting a specific improvement you're implementing to prevent similar issues in the future. For example: "I'm updating my listing photos to show all angles more clearly", or "I'm switching to sturdier packaging to avoid transit damage." This reassures potential buyers that you're proactive about improving your service.

Step 3: Contact the Buyer Privately

After addressing the issue publicly, it’s time to follow up privately. Use Vinted’s secure messaging system to communicate directly with the buyer. This ensures privacy and keeps a clear record of your conversation, which can be invaluable if Vinted Support needs to step in later. Avoid taking the discussion to external platforms like WhatsApp, email, or text - keeping everything within the Vinted app is safer for both parties.

Keep Messages Polite and Brief

If the buyer’s complaint is unclear, start by asking an open-ended question to better understand their concern. For instance, you could say, "Could you explain a bit more about the issue with the item?" This shows you’re genuinely interested in resolving the problem. If the issue is already clear, suggest a solution right away. For example: "I’d like to offer you a partial refund of €5,00 so you can keep the item," or "Would a discount on your next purchase help make up for the inconvenience?"

Stay calm and professional, even if the situation feels frustrating. Respond only when you’re ready to be courteous and focused. Address the specific problem - whether it’s a shipping delay or an overlooked detail in your listing - without getting defensive or placing blame. Keeping your tone practical and solution-oriented can help you resolve the issue faster and avoid escalating tensions. Once you’ve agreed on a resolution, move forward with finalizing the exchange.

Ask for a Review Update If Appropriate

Once the issue is resolved, consider politely asking the buyer to update their review - only if they seem satisfied with the outcome. For example, you might say, "I’m really glad we could resolve this. Would you mind updating your review to reflect how we handled the situation?" This not only improves your seller profile but also shows your dedication to customer satisfaction.

Keep in mind that only the buyer can edit or remove their feedback on Vinted. Sellers don’t have the ability to change reviews, even if they’re negative or were left automatically (for example, due to a delayed shipment). However, if you’ve reached an agreement, the buyer can still update their review. As Vinted Help suggests:

Contact the member and find a friendly solution. They may agree to edit or remove their feedback (or the automatic feedback we left on their behalf).

Step 4: Report Unfair Feedback to Vinted

If you've tried to resolve the issue directly with the buyer and hit a dead end, you can escalate the situation to Vinted. However, keep in mind that only feedback violating Vinted's policies is eligible for removal. Vinted doesn't pre-screen feedback before it’s published - they only intervene once someone flags it.

Understand Vinted's Feedback Rules

Vinted will act on feedback that clearly breaches their Community Standards or Terms & Conditions. Examples of violations include:

• Sharing private details like full names, addresses, phone numbers, or bank information.
• Using hate speech or discriminatory language based on race, ethnicity, religion, disability, sexual orientation, or gender identity.
• Harassing other users.
• Promoting illegal activities, such as terrorism or exploitation.

Feedback from someone who has scammed you is also eligible for removal. However, if the feedback is merely unfair - for example, a buyer claiming an item "arrived late" even though you shipped it on time - Vinted won't take it down. Their policy is clear:

We don't remove or edit the automatic feedback or other members' feedback either unless it violates our Community Standards.

With these guidelines in mind, ensure your report is valid before proceeding.

How to File a Feedback Report

To report unfair feedback, follow these steps:

1. Open the conversation with the member in question.
2. Tap the (i) icon in the top corner.
3. Select Report and choose the reason, such as harassment or offensive remarks.

When filing your report, clearly explain how the feedback violates Vinted’s policies. Be specific - highlight instances of inappropriate language or the disclosure of private information. Include screenshots to support your case.

Vinted usually reviews reports within a few days. If they find the feedback violates their guidelines, they’ll remove it and may even block the offending member’s account. That said, many users have expressed frustration with Vinted’s slow responses and reliance on automated messages. On Trustpilot, Vinted NL holds an average rating of 3.2/5 stars, with sellers frequently complaining about these issues.

If your report is rejected, you can still use the "Reply" feature to professionally share your side of the story. This response will remain visible to other potential buyers, giving you a chance to clarify the situation.

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Step 5: Prevent Negative Feedback in the Future

Avoiding negative feedback often comes down to managing buyer expectations. Many complaints arise from misunderstandings or unmet expectations, which can be minimized by improving your listing details, shipping practices, and communication with buyers.

Write Clear and Complete Listings

The best way to tackle potential issues is to address them before they even arise. Vague or incomplete listings can leave buyers disappointed. Make sure every listing includes essential details like the item’s name, brand, colour, condition, style, size, and material. If there are any flaws - no matter how minor - be upfront about them. Whether it’s a loose button, a small stain, or a frayed hemline, disclose it clearly and include a photo. Stylist Truus Yperman puts it perfectly:

"If your garment has even the tiniest flaw... you better say it upfront and add a picture of the flaw in your listing. Otherwise, you risk getting a negative review and you need those 5-stars."

Photos matter just as much as descriptions. Take pictures from multiple angles - front, back, and sides - and include close-ups of any defects or unique details, like the brand label. If possible, model the item yourself to give buyers a better sense of how it fits. Interestingly, listings with three or more photos are much more likely to sell.

Don’t forget to include specific measurements and size charts, especially for brands known for inconsistent sizing. Also, mention the item’s colour explicitly - screen settings can sometimes distort how colours appear. Writer Gal Natalie from Numéro Netherlands emphasizes:

"Always show any flaws or damage - buyers will notice eventually, and honesty builds credibility."

Ship Items Quickly and Reliably

Timely shipping is another key factor in preventing negative feedback. While Vinted allows up to five days to ship, aiming to send items within one to two days aligns better with modern buyer expectations. Delays can lead to automatic cancellations and, worse, negative feedback. The OneShop Team explains:

"Sellers who don't send the item on time, causing the system to cancel the order automatically, will also receive automatic negative feedback."

To protect your items and ensure smooth delivery, use waterproof postal bags for clothing and sturdy boxes for heavier items. If you’re printing shipping labels at home, cover the barcode with clear tape to shield it from rain, but make sure the tape doesn’t obscure the barcode. Always keep your shipping receipt as proof of postage. Additionally, enable only the couriers with convenient local drop-off points in your Vinted settings. If you anticipate any delays, request a shipping extension via the app. Consistently fast and reliable shipping reinforces buyer trust and complements well-crafted listings.

Stay in Touch with Buyers

Good communication goes a long way in building trust with buyers. Respond promptly to any questions before and after the sale, and send a quick message confirming you’ve received their order. If any issues come up, notify the buyer immediately. eBay expert Gemma advises:

"Buyers appreciate quick replies... Speak in clear, straightforward language that cannot be misunderstood."

Once you’re sure the buyer is happy, politely ask for a review. By combining clear listings, timely shipping, and effective communication, you can not only avoid negative reviews but also earn the trust of your buyers for future transactions.

Recovering from Multiple Negative Reviews

While avoiding negative feedback is always the goal, sometimes it piles up despite your best efforts. If that happens, don't panic - there are ways to bounce back. Research shows that about 87% of consumers avoid businesses with low ratings. So, tackling this issue is key to thriving on Vinted.

Review Your Listings and Profile

Start by taking a closer look at your listings. Are your descriptions accurate? Do your photos clearly show the item’s condition, color, and texture? Aim for well-lit images, ideally taken in natural daylight, with simple backgrounds that keep the focus on the product.

Your profile matters too. Refresh your username, upload a professional-looking profile picture, and rewrite your bio to reflect a trustworthy and approachable seller persona. If you haven’t already, verify your Vinted account - it’s a quick way to boost buyer confidence. Pay attention to recurring feedback. For example, if buyers often mention "item not as described", tweak your approach. Add details like size charts, specific color names, or close-up photos of textures. These small adjustments can make a big difference in preventing further negative reviews.

Build Up Positive Reviews

Here’s the good news: just four to five positive reviews can offset one negative rating. So, focus on delivering top-notch service to your next buyers. Ship orders quickly - within 1–2 days - use sturdy and appealing packaging, and keep communication prompt and friendly. After a successful transaction, send a polite follow-up message like, “Thanks for your order! If you’re happy with it, leaving a quick review would mean a lot.”

To encourage repeat buyers and minimize risks, consider offering bundle discounts or combined shipping. Not only does this provide better value, but it also reduces the chances of getting multiple separate reviews for individual items. Building a steady stream of positive reviews will gradually rebuild trust and improve your reputation.

Monitor Performance with Analytics Tools

Once you’ve made changes, it’s important to track your progress. Use a simple spreadsheet to monitor key metrics like listings, sales, shipping times, and feedback. Over time, this will help you spot patterns that might not be obvious from individual reviews.

For sellers managing larger inventories or selling across multiple platforms, automation tools can be a lifesaver. Tools like VintiePlus offer advanced analytics and performance tracking features. These can help you identify which items are performing well and which aren’t, so you can adjust your inventory strategy accordingly. The platform’s dashboard also highlights trends in your sales and feedback, allowing you to fix potential problems before they escalate into recurring issues.

Conclusion

When faced with negative feedback, respond with calm professionalism and offer clear solutions. Whether it's a public reply to show potential buyers you care or a private message to directly resolve the issue, how you handle criticism can protect your reputation and maintain your shop's visibility in search results.

Think of negative reviews as opportunities to improve. They often pinpoint areas where you can fine-tune your service - whether that means providing more detailed photos, speeding up shipping, or improving communication. By reviewing feedback and targeting specific improvements, you can make meaningful changes. In fact, research shows that increasing your ratings by just one star can lead to a 5% to 9% boost in revenue. Even small adjustments can translate into measurable financial rewards.

Of course, prevention is better than fixing problems later. Be transparent in your descriptions, ship orders promptly, and maintain clear communication with buyers throughout the entire transaction. For those managing larger inventories, tools like VintiePlus can be especially helpful. With features like advanced analytics and performance tracking, you can identify patterns in feedback and make adjustments before minor issues escalate into larger concerns. These proactive measures build trust and ensure your shop stays strong.

Don’t let a few negative reviews discourage you. By staying consistent and professional, you can rebuild trust and establish a Vinted shop that keeps buyers coming back. Carefully reviewing feedback, responding thoughtfully, and refining your approach will help you create a reliable and thriving shop.