If something goes wrong

Most transactions on a small curated marketplace go smoothly. When they don't, here's the path we recommend.

Step 1 — Talk to the other side first

Almost all problems start with a missed expectation, not malice. Send a message through the platform within a couple of days of the problem appearing.

• Lost parcel? Ask the seller for the tracking and their carrier contact details.
• Damaged record? Take photos before unpacking further, then send them to the seller.
• Wrong grade? Be specific — quote what the listing said and show what arrived.
• No reply at all? Wait 48 hours, then nudge once.

Step 2 — Use the platform's structured tools

If the conversation isn't moving:

• Open a dispute from the order page. This brings the conversation into a structured thread we can read.
• Set the desired outcome — full refund, partial refund, return for refund, replacement.
• Add photos and any other evidence.

The seller is notified and asked to respond within 5 business days.

Step 3 — Escalate to us

If 5 business days pass with no resolution, contact support@vod-auctions.com with:

• Your order number
• A short summary
• Links to the listing and the dispute thread

We respond within 1–2 business days. We can:

• Review the listing, photos and messages
• Talk to both sides
• Recommend an outcome — we cannot force one but our recommendation carries weight
• Update the seller's standing based on what we found
• For Path A (VOD Records direct orders) — refund or replace from our side directly

Step 4 — External paths if needed

If the platform's mediation does not resolve a real problem, you still have:

• PayPal Buyer Protection if you paid via PayPal Goods & Services
• Card chargeback if you paid by card (within your card issuer's timeframe)
• EU consumer law if you bought from a business seller (the seller can be held to it directly)
• EU Online Dispute Resolution — see ec.europa.eu/consumers/odr

We don't enjoy this list, but it's honest: we are a marketplace, not a bank or an insurance provider. The pieces that exist beyond the platform exist for cases the platform itself can't resolve.

Time matters

For most claims, the sooner you raise them the better. Most carriers require lost-parcel claims within 30 days of shipment. PayPal disputes have specific timeframes. EU 14-day withdrawal must be raised within 14 days of delivery. Don't sit on a real problem hoping it goes away.

And — most cases are fine

We mention this not to minimise the cases that go wrong, but to set the right expectation. The reason our seller base is small and curated is precisely so that the percentage of problem orders is low. The escalation paths above exist for the few cases that need them.