Returns and complaints: who is responsible and how does it work?

A return or complaint is part of selling. At RecordFlower, it is clear who is responsible for what - so you and your buyers know what to expect.

You are the first point of contact

In case of a complaint or return request, the buyer contacts you as the selling party. You are responsible for the initial handling: responding to the buyer, offering a solution and possibly processing a return. This is in line with how it works on Discogs as well.

RecordFlower as a mediator for disputes

If you and the buyer can't work things out together, RecordFlower acts as a mediator. Our support team reviews the situation and helps both parties reach a solution. So you are not alone in a difficult case.

Clear expectations for your buyers

Your webshop allows you to communicate your own return policy. That way, buyers know where they stand in advance and you avoid misunderstandings. Clarity in advance reduces complaints afterwards.

**What does this mean for you?

Returns and complaints are manageable if responsibilities are clear. RecordFlower supports you in this - as a platform and as a mediator when necessary.

Questions about the complaints process? Our support team is at your service seven days a week via recordflower.com.