What do I do if I receive an item that's not as described?


While issues with sales are rare on Swappa thanks to the listing review process, Swappa's support team simply can't catch every potential issue. If there's a problem with a product you received here on Swappa, please follow these steps to work on getting it resolved:

  • Comment on the sale page tied to your purchase - This will allow you to communicate directly with the seller and report any issues in detail
  • Allow the seller some time to respond - Swappa generally recommends allowing up to 24 hours for a seller to reply, and business sellers should be allowed a full business day to follow up
  • Contact our support team if a seller doesn't address a problem - If you don't hear back from a seller within the above timeframe, please leave another comment on the sale page while requesting Swappa's help or use the help form while attaching a link to the sale page to let Swappa staff know

Here are some other helpful tips when dealing with a problem sale to help keep things moving in the right direction:

  • Clearly communicate with the seller and provide requested documentation of problems if requested when possible
  • Provide photos of any condition issues or damaged products using the picture upload form on the sale page
  • Inform the seller if you wish to proceed with a return for a refund if a product is not in the expected state
  • Remain calm and keep the comments professional to prevent a problem sale from escalating too quickly
  • Comment on the sale page and check the box for Swappa's help if a team member can be of assistance with any questions

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