Trust & safety

Trust and safety on Vintra.

Clear expectations make better exchanges. No marketplace can remove every risk. What Vintra can do is keep the whole record of an order in one place, set rules worth following, and give you a plain way to report a problem.

Read community guidelines

What Vintra does

The parts we are on the hook for.

One record per order

The listing, the message thread, the payment and the shipping all sit on the same order. When something is reported, support is reading the actual history instead of two people describing it from memory a week later.

Payment stays in the app

Checkout runs through Stripe inside Vintra. If anyone asks you to pay by cash app, bank transfer or in person, that is the moment to stop. Off-platform payments leave no order record, and there is nothing for support to review afterwards.

Every order ships with tracking

Sellers ship on a prepaid label generated through EasyPost and the buyer gets a tracking number. Carrier scans stay attached to the order, so delivery is a fact on the record rather than a claim either side has to prove.

Prohibited items are enforced

Counterfeit, illegal, unsafe, recalled and restricted goods are not allowed on Vintra, and listings that break those rules come down. The full list is on the prohibited items policy.

Reporting with context attached

You can report a listing, a message, an order or an account from inside the app. The report arrives with the surrounding context already attached, which is what makes a fast review possible.

Enforcement that has teeth

Vintra can remove content, cancel orders and restrict or close accounts when policies, safety or payment-provider rules require it. Expectations for everyone are written out in the Vintra community guidelines.

What Vintra does not do

The honest part.

Vintra does not inspect items

No one at Vintra opens the box. Items go from the seller straight to the buyer, and Vintra never handles the goods. Anything you read about a piece was written by the person selling it.

Vintra does not authenticate

There is no authentication service and there is no verified-real badge coming. If a label matters to you, ask the seller for tags, stitching, hardware and close-up photos before you buy, and use your own judgment.

Support is not insurance

Reporting an issue gets a person reading your order record and applying the policy. It is not a warranty, not a guarantee and not an insurance payout. What a report can actually lead to is set out in the Vintra refunds policy.

Rules cannot read minds

Vintra reviews what gets reported and what its systems flag. It cannot read every message or catch every bad listing before it goes live. A resale marketplace stays honest because people report things, not because software is watching everything.

Your part

How to stay on solid ground.

Buyers: open the box early

You have three days from delivery to report a problem with an order, through the report issue path on the order itself. Photograph what is wrong before anything else. That window is short on purpose, because the truth about a package is easiest to establish the day it arrives.

Sellers: write the flaws down

Disclose damage, measure the item, and ship inside 3 business days. Almost every dispute on a resale marketplace starts as something the listing did not mention.

Everyone: 18 or older, in the app

Vintra is for adults, and every part of a deal belongs in the app: the questions, the offer, the payment, the shipping. Keeping it there is what gives you something to point at later.

When you need a human

Report from the order first, since that is what carries the context. If you would rather write to someone directly, [email protected] reaches the same team.

Trust is part of the product

Clear rules. One record. Human support.

Pay in Vintra

Checkout and the transaction history stay in one place, where they can be reviewed.