Reporting a problem, step by step
Step 1 — Open the order
Go to your order and wait for the delivery check-in: when the gear arrives, WornRep asks “Is everything ok?” That question is the front door to every fix — don't confirm anything yet if it isn't right.
Step 2 — Tap No
Wrong item, not as described, damaged, or arrived dirty? Tap No. A dispute opens immediately, and the seller's payout is held until it's resolved. Nothing more to file — you're already in.
Step 3 — Say what happened, with photos
Add a short explanation of what's wrong and photos that show it. Two or three clear shots beat a long message — see Photos & evidence that help your case in this Help Center for what to send.
Step 4 — The seller offers a fix
The seller answers on your order page — that's where their offers appear and where you pick. They can offer one of three resolutions:
- Return and refund — send it back with the return label for a refund. If the item was not as described or damaged, the seller covers the return shipping; otherwise the label cost comes out of your refund.
- Partial refund — no return — keep the item, get part of your money back.
- Full refund — no return — keep the item, get all your money back.
You pick the one that works for you. Your choice is binding, so take your time before you tap.
Step 5 — If you picked “return and refund”
- Ship the item back within 5 days using the return label from your order page.
- When the carrier scans it, the seller has 2 days to confirm it arrived — the refund releases when they do.
- If the seller doesn't confirm within those 2 days, the refund fires automatically. You don't have to chase anyone.
If it never arrived at all
If the order is still unshipped 5 days after you paid, you can request a refund from the order. If tracking shows it stuck or lost, message the seller in the thread — and if you can't resolve it together, WornRep steps in (next step). The full walkthrough is in Lost or stuck parcel.
Step 6 — Still stuck? Ask WornRep to step in
If the seller hasn't offered a fix within 3 days of the dispute opening, you can ask WornRep to step in right in the message thread. WornRep decides based on the listing, the photos, and what each side said in the thread. Once the seller has made an offer, the choice is yours instead — you pick one of their three resolutions. That's why it pays to keep the whole conversation — and the whole deal — on WornRep.