The right tool depends on how the order happened:
Live show orders (Vault Events):
- Use the in-app refund/return request, available up to 2 days after delivery is confirmed (photos may be required).
- Cancel before the seller ships if you change your mind after a live win, subject to the host's rules for that show.
- If the seller denies your request, escalate to Get Vaulted support from the refund panel.
Trade Center orders (escrow-protected trades):
- Use the in-app dispute tool for non-delivery, authenticity fraud, or a partner who fails to ship on an accepted trade.
Marketplace (Buy Now / accepted offer) orders:
- Use the in-app cancel request on order detail before the seller ships or creates a Get Vaulted shipping label. The seller must approve; on approval you get a full refund of the amount charged.
- Cancel is unavailable after a Get Vaulted label exists or the order has shipped.
- After delivery (or if cancel isn't available), message the seller first, then contact support@shopgetvaulted.com with your order ID if it isn't resolved.
All order types:
- Payment-network chargebacks remain available through your card issuer or bank, subject to their rules.
- Platform bugs, double-charges, or safety emergencies should go straight to support.
Not for disputes or refunds:
- Buyer remorse on correctly described items where returns aren't offered.
- Chat disagreements — use block/report instead.