Second-hand sales between individuals
Vinted dispute: what to do, as a buyer or as a seller?
Item not as described, damaged or empty parcel, buyer disputing an item in good condition: on a platform, the dispute is settled under its own rules and within very short deadlines. Evidence is prepared before shipping and at opening.
By Emmanuel Fernandez, CEO of Proov-It · Updated
A Vinted dispute is played out in a few days. The buyer says the item is not as described, that it is damaged or that the parcel was empty; the seller says they sent an item in good condition. The platform decides under its own rules, on the basis of what each side can show.
This guide does not replace the platform's own help: to open or follow a dispute, always go through your order, in the app or on the website. Proov-It has no connection with Vinted. This guide explains which evidence to prepare, as a seller and as a buyer, and which remedies exist outside the platform. If the parcel arrived damaged, see also our guide on damaged parcels.
With Proov-It, the seller films the item and its packing before shipping, and the buyer films the unboxing, in the mobile app. Each file is timestamped, geolocated if you allow it, and its fingerprint is anchored on a blockchain. A submission costs €2 at most for an individual, and the first one is free.
Legal framework
The platform's rules first, then the law.
On a second-hand platform, the platform handles the dispute under its terms and conditions. On Vinted, for example, the buyer must report an issue within 2 calendar days of Vinted's notice that the item has been delivered or seems lost; if no issue is reported in that period, the transaction is automatically marked as completed (Vinted Terms and Conditions, version applicable from 05/10/2026, as published in English on vinted.ie). Check the deadline shown in your order as soon as the parcel arrives.
The platform decides under its own rules: evidence strengthens your file, it does not guarantee the outcome. Under Vinted's terms, its Customer Support makes the final decision on whether an item is “significantly not as described” when the seller does not act or either party escalates the issue, and this refund policy is in addition to your other legal rights.
Under EU law, an online marketplace must tell you before the purchase whether the seller is a trader, on the basis of the seller's own declaration, and, if not, that EU consumer rights do not apply to the contract (Article 6a of Directive 2011/83/EU, added by Directive (EU) 2019/2161). Vinted's terms state that European consumer protection laws apply to purchases from Pro Sellers. Between private individuals, national sales law applies instead: in France, for example, a private seller does not owe the legal guarantee of conformity but does owe the guarantee against hidden defects (Article 1641 of the French Civil Code), and a conciliateur de justice (court conciliator) can be approached free of charge.
Step by step
Seller and buyer: the method.
The seller protects themselves before shipping, the buyer at opening. In both cases, a video without cuts is worth more than a series of photos.
Seller: photograph the item before shipping
Overview, defects mentioned in the listing, label, serial number, measurements, the item working if it is a device: the exact condition of what you are selling.
Before shippingSeller: film the packing
One continuous video: the item, its padding, the parcel being sealed and the shipping label stuck on. It shows what left, and in what condition.
PackingBuyer: film the unboxing
Closed parcel, legible label, opening and removal of the item, in one take. Then close-ups of whatever does not match the listing.
ReceiptReport within the platform deadline
From the order, within the deadline (2 calendar days after the delivery notice on Vinted): describe precisely how the item differs from the listing and attach photos, video and certificate.
Very shortRespond with your evidence
Seller: answer the claim with your photos and packing video, dated before shipping. Buyer: your photos on receipt. Stay factual and keep the exchanges in the platform's messaging.
During the disputeDocument any return
If a return is requested, film the packing of the returned item and keep the proof of postage: it is a second shipment, to be documented like the first.
ReturnOutside the platform, as a last resort
The platform's decision does not take away your legal rights: depending on your country, a consumer body, a conciliation or mediation service, then the court if the stakes justify it.
After the platformThe Proov-It app
Film the packing and the unboxing with the app.
Seller before shipping, buyer on receipt: the video taken in the app, up to 10 minutes long, is timestamped and anchored on submission with your photos. The first submission is free, no credit card needed. On a computer, you can also submit your files online.
What Proov-It adds
What your photos and videos establish, and what they do not.
What the certificate establishes
- +The condition of the item on the anchoring date: before shipping for the seller, at opening for the buyer.
- +The integrity of the photos and videos, which the platform or the other party can check without a Proov-It account.
- +The geolocation recorded at capture in the mobile app, if you allow it.
- +The listing as it was, if you submit a capture of it with the photos.
What it does not establish
- −That the parcel was not opened or swapped in transit.
- −Whether the item matches the listing, which the platform or the court assesses.
- −Your report: you still have to make it within the platform deadline.
- −The outcome of the dispute: the platform decides under its own rules.
Use cases
Dispute between individuals: what you document.
Item not as described
The exact difference, photographed next to the listing photos.
Damaged parcel
The packaging as it arrives, then the filmed unboxing.
Empty parcel or swapped item
The weight, the seal, the unboxing in one take.
Dishonest buyer
The item and its packaging filmed before shipping, serial number visible.
Branded item
Labels, stitching, numbers, certificate of authenticity, before shipping.
Hand delivery
The condition of the item at handover, and the buyer's message confirming it.
How it works
A proof in three steps.
No jargon, no technical skills. You submit or you capture, we certify.
Choose or capture
Documents, photos, videos. Or take a photo or video directly in the app.
Add the context
A comment, tags, a folder. To organise your proofs and find them easily.
Submit
You receive a PDF certificate attesting to the file's existence and integrity on the anchoring date and, for a capture made in the app, the geolocation recorded at that moment.
Does it hold up in court?
A Proov-It certificate can be produced as evidence; the court assesses its weight. We attest to the anchoring date, the integrity of the file and, for a capture made in the app, the recorded geolocation, not the truth of its content.
Frequently asked questions
What we are often asked.
How do I open a dispute on Vinted?
From the order concerned, within 2 calendar days of Vinted's notice that the item has been delivered or seems lost, according to its terms and conditions applicable from 05/10/2026. Describe the issue and attach your photos and unboxing video. After that period, the transaction is automatically marked as completed.
Who decides a Vinted dispute?
Vinted, under its own rules: according to its terms, Customer Support makes the final decision on whether an item is significantly not as described when the seller does not act or the issue is escalated. Your evidence strengthens your file; the platform assesses it under its rules.
Seller: how do I protect myself from a dishonest buyer?
By photographing the item before shipping, defects included, and filming the packing until the label is stuck on. These dated files show what left and in what condition; the platform assesses their weight under its rules.
The platform ruled against me: what can I do?
Its rules do not take away your legal rights. If the seller was a trader (a Pro Seller), EU consumer law applies, and if that trader is based in another EU country, your European Consumer Centre (ECC-Net) can explain your rights and help settle the dispute. Between private individuals, national sales law applies: in France, for example, it is the guarantee against hidden defects, not the legal guarantee of conformity, and a conciliateur de justice can be approached free of charge.
Is an unboxing video mandatory?
No general rule requires it, but it is often the most telling evidence: a video without cuts, from the closed parcel to the item taken out, shows what isolated photos do not.
How much does a Proov-It proof cost?
For an individual, one token per submission, at €2 at most, with no subscription, and the first submission is free. A submission can hold up to 20 files of 100 MB: photos, video and a capture of the listing.
Sources and legal texts cited
- French Civil Code, Articles 1641 to 1649: guarantee against hidden defects (Légifrance, in French)
- Service-Public (French government): conciliateur de justice, sheet F1736 (in French)
- Directive 2011/83/EU on consumer rights, consolidated version (EUR-Lex)
- Directive (EU) 2019/2161, Article 4: Article 6a of Directive 2011/83/EU, online marketplaces (EUR-Lex)
- European Commission: European Consumer Centres Network (ECC-Net)
- Vinted: Terms and Conditions (version applicable from 05/10/2026)
Keep reading
Related pages
Damaged parcel
Parcel damaged on delivery: what to write on the delivery slip, refusing it, complaining to the seller or carrier, and a dated unboxing video.
Lost or missing parcel
Parcel lost, marked delivered but never received, or delivered empty: who is liable, which deadlines apply, and how to complain.
Hidden defects
Used car, house, second-hand item: what counts as a hidden defect, time limits, what must be proven, and how to respond if you are accused.
Timestamped photo evidence
eIDAS Article 41, national rules of evidence, the court's assessment: what gives a photo weight as evidence, and how a timestamp makes it stronger.
Also see: Features · How it works · Pricing · FAQ