Seller protection

A clear record.
A fair decision.

Protection is built from the reviewed listing, on-platform conversation, tracked shipment, delivery event, and documented inspection—not from vague guarantees.

List an instrument Prepare to ship

Your evidence trail

Six records that protect the sale.

Keep every material fact and agreement on The Exchange. If an issue is reported, the team can review a single, time-stamped record rather than competing recollections.

01

Reviewed listing

Accurate condition, repairs, included items, serial status, and photographs establish what was offered.

02

On-platform order

Checkout through the connected Shopify flow creates the transaction record used for support.

03

Tracked shipment

Add carrier and tracking from the order so shipment and delivery can be verified.

04

Pack-out proof

Photograph the instrument, case, padding, sealed carton, and label before handoff.

When a buyer reports an issue

Evidence before outcome.

  1. 1
    The order is reviewed

    Listing facts, messages, tracking, delivery, and the buyer’s evidence are gathered.

  2. 2
    You can respond

    Add packing photographs, carrier documentation, and context from the sale.

  3. 3
    The instrument is preserved

    Neither side should alter or return it until case instructions are provided.

  4. 4
    The order record advances

    Any return, refund, or payout follows the documented resolution and external transaction state.

Protect the record

  • Describe wear and repairs precisely
  • Keep payment and messages on-platform
  • Use tracking, insurance, and signature where appropriate
  • Retain pack-out photographs and the carrier receipt

Protection can be weakened by

  • Off-platform payment or side agreements
  • Untracked delivery or a mismatched address
  • Missing damage disclosure
  • Discarding shipping and packing evidence