When this appears
Once a resolution has been agreed and the piece is in transit or received, the card shows two buttons:
Mark received & conform
Report an issue
"Mark received & conform"
Use this when the piece has arrived back in good, conforming condition — as it left, resaleable, complete.
Confirming does three things in one click:
marks the piece received,
records the inspection as conforming,
triggers the agreed resolution (the collector's refund or store credit).
You'll be asked to confirm, because it settles the case.
"Report an issue"
Use this if the piece came back not as it should be — signs of use, damage, missing parts, not the same item. Describe what's wrong.
Reporting an issue does not refund the collector automatically and does not auto-decline it either: it goes to our Customer Care team, who reviews the evidence and decides fairly between you and the collector.
Good to know
Take a quick photo of the returned piece if anything looks off — it helps the review.
A returned-to-sender parcel (a delivery that bounced back) shows a green "returned parcel received — please check its condition" note; the same logic applies — see Parcels returned to sender.
Where to find it
On the case card in After-sales, on the right, once the piece is on its way back or has arrived.