If your Dead Format Marketplace order hasn't arrived, arrived damaged, or isn't what you expected, don't worry - you can get help directly through our built-in issue system. Most problems can be resolved quickly by working with the seller.
When to report an issue
You can report an issue within 30 days of purchase, as long as the order hasn't been cancelled. Only one issue can be open per order at a time.
Choose the issue type that best fits your situation:
- Order not received: tracking hasn't updated and the expected delivery date has passed.
- Wrong item received: you received a different record than expected, something was graded incorrectly, or items are missing from your order.
- Damaged item: the record or packaging was damaged in shipping.
- Other: anything else that doesn't fit the above (for example, undisclosed defects or the wrong shipping method).
How to report a new issue
- Go to your order receipt under My purchases.
- Click the three-dot order tools menu.
- Select Report an issue.
- Choose the issue type and explain what happened.
- Add photos if relevant (especially for damage or wrong item claims).
Once your issue is created, you'll see a new Issues tab on your order page where you can track updates and messages.
What happens next
After you report an issue, the seller is notified right away and has four days to reply or take action. Depending on the situation, they can issue a refund, send you a prepaid return label, offer a replacement, or ask for more information to help resolve the problem.
You'll see every message and update in the Issues tab, so you can follow the process and respond as needed. When you're satisfied with the outcome, you can mark the issue as resolved. Sellers can't close an issue on their own — only you can confirm that the problem has been handled.
If the seller doesn't respond
If the seller doesn't reply within the four-day window, the issue automatically escalates to Dead Format support. Our team reviews the full conversation and takes appropriate action, which may include suspending the seller's account or issuing a refund. You don't need to reach out or follow up separately; this happens automatically.
If you're not satisfied with the outcome
If you've worked with the seller but still aren't happy with the resolution — for example, a refund wasn't issued, or communication stopped — you can leave the issue open and our support team will step in. We can review the thread, confirm what actions were taken, and help reach a fair outcome for both sides.
You remain in control of the issue until you mark it as resolved. Once you do, it's considered closed. If for some reason the problem reappears, or you have a separate issue, please contact out support team for more help.
About refunds and return labels
Refunds are issued through your original payment method, you'll usually receive the funds back within 5–10 business days. In cases where you need to return items back to the seller to receive a refund, the seller will generate a prepaid shipping label that you can use to ship the item back to them.
If you changed your mind on an order or placed it by mistake, the seller's return policy determines whether you're responsible for return shipping costs.
When to involve your bank or payment provider
The built-in issue system is always the best way to get help right away. It gives both parties clear timelines and keeps Dead Format involved so we can step in if needed.
Filing a chargeback with your bank should be a last resort, used only if you've fully completed the issue process and still haven't received a response or refund. Chargebacks bypass our issue resolution process entirely and often take weeks or months to resolve. They also hit sellers with non-refundable fees even when they've acted in good faith.
Tips for smooth resolutions
- Inspect your order soon after delivery.
- Report problems within a few days of receiving it.
- Hold on to all packaging until the issue is resolved.
- Keep communication on Dead Format rather than using outside messages.
- Be clear, polite, and include photos when possible.
Most issues are resolved quickly when buyers and sellers communicate through the system.
Need more help?
Check the Issues tab on your order page for updates and email notifications. If you're still having trouble with an order or something doesn’t feel right, contact our support team and we'll be happy to help.