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Welcome to our Customer Services Centre!
Here you'll find an array of information, tips and advice to ensure you have the safest possible experience when using Vivastreet.
"Hello" from your local Customer Services Team!
Vivastreet has teamed up with Action Fraud, the UK's national fraud and internet crime reporting centre. If you'd like to report a scam directly to Action Fraud, head to their reporting centre here.
Buying Safely
The likelihood of anything negative happening to you when purchasing an item is considered minimal but it's always best to act with caution for a safe and successful experience with Vivastreet.
To ensure your safety, we recommend following our safety tips and advice listed here:
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If it sounds too good to be true, it probably is!
Don't be fooled by what looks like an unbelievable bargain. Let your common sense and intuition
guide you when choosing a good deal. If an item is advertised at an extremely low price – it may be
damaged, stolen or non-existent.
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Report illicit ads
If you suspect a listing is fraudulent or of an illicit/ explicit nature, please tell us so we can take it
down. You can report it by using the "report it here now" link at the bottom of each ad listing.
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Inspect the item before making a payment
Arrange to meet the seller, accompanied by someone, in a local public place to ensure the item
meets your expectations before exchanging payments.
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Secure payment methods are key
We don't recommend paying for an item you haven't seen, however if you decide to go down
this route, ensure you use a secure payment method such as PayPal. Vivastreet does not act as a
payment or transactions intermediary.
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Never carry excessive amounts of cash
It's never wise to carry large sums of money around with you, even less so when strangers know
about it. Once you've inspected the item and are happy with it, head to your nearest bank and pull
out the cash or arrange to meet the seller somewhere safe to exchange payments.
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Keep a record of your dealings
Keep a record of the emails and conversations you have with a buyer. Ensure you record as much detail as possible so you can easily track your progress.
Safety tip for buying a bike:
When purchasing a bike, we recommend you ensure its legitimacy by asking the seller to
provide you with proof of purchase or the bike frame number. If the price of the bike is too
good to be true, there's a chance it may have been stolen.
Safety tip for buying event tickets:
Selling Safely
The more transparent and honest you are when communicating your item or service of sale on Vivastreet, the more your ad will be seen as safe and trustworthy naturally increasing your chances of ad success.
Here are some of our recommendations to be recognised as a safe seller:
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Provide lots of information on the posting form
Try to fill in the entire posting form so your ad contains as much detail as possible.
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Include good photos
Images instantly make your ad appealing and stand out. Uploading multiple good quality photos increases your chances of ad success. Photos show clarity and authenticity which is important for buyers.
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Provide a clear and accurate description
Include a detailed description of your item or service on the posting form, specifying clearly and accurately your offer. Being brief or illusive will lead to people treating your ad suspiciously.
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Stick to the rules
Do not include content that violates our terms and conditions. If in doubt, please check our terms and conditions before uploading your ad.
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Be responsive
Keep an eye on all responses to your ad – answering questions about your item or service as quickly as possible. Have additional images available in case a customer wishes to view additional photos and if you get asked the same question more than once, consider updating your ad description.
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Proof of purchase
Where possible, ensure you have as much documentation available to prove authenticity of ownership.
Protect yourself
Here are our top tips and guidelines on how you can protect yourself as a seller::
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Vivastreet will never directly get in touch with you to buy your item
As nice as your item for sale may be, Vivastreet will not get in touch with you directly (either through an email or telephone) to buy it. If however, you receive an email claiming it's from us, please ignore as it is a scam and notify your local customer services team.
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Never call premium-rate telephone numbers in response to your ads
You may receive an email from an interested buyer asking you to call a premium rate telephone number, often starting with 0844, 0870 and 0871. Do not call – it is a scam to charge you money for a high-rate telephone call to a non-existent buyer. If you have experienced this, notify your local customer services team.
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Wait for payments to clear
Always wait for a buyer's payment to be made or to have cleared in your account before handing over your goods.
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Check counterfeit bank notes
If you're being paid in cash, make sure you check the notes are not counterfeit. Full information regarding counterfeit notes can be found on the Bank of England website.
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Proof of posting
When posting an item, make sure you obtain proof of posting and postal insurance.
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PayPal – seller protection scheme
If you are receiving money through PayPal, ensure you meet the requirements of its seller protection scheme.
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Face-to-face is best
Meet the buyer face-to-face in a public place, accompanied by someone. This will allow them to inspect your offer before the exchange takes place.
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Trust your instincts
If the buyer is eliciting fraudulent or illegal behaviour, trust your gut instincts and don't proceed.
Property
We want your property buying, renting or selling experience with Vivastreet to be as secure and successful as possible. Here are our top tips to protect your personal safety:
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Viewings to be done during daylight hours
Viewings should be done during the day only. Not only is this the safest option but ensures viewers a clear and accurate picture of the property.
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Never attend viewings alone
Neither buyers nor sellers should attend viewings alone – ensure someone is always with you. If you can't get anyone to accompany you, let someone know the time of the viewing and the address. Arrange to contact them at a designated time so that they know you are safe. Plan for what they should do if you fail to call at the appointed time.
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Trust your gut instincts
If for any reason you don't feel comfortable entering a home – make an excuse and leave immediately. It's important to assess the situation and trust your instincts. Do not be persuaded by formalities.
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Take a professional approach
It's important to be friendly but avoid getting too familiar in case it gives the wrong impression. Be confident, controlled and professional in your approach – whether you are a buyer, looking to rent or a seller.
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Refrain from making any payments until confirmation of contract
Do not make any payments until you receive a formal written contract which has been signed and fully agreed by all parties. Some fraudsters ask for payments even before a viewing takes place – do not be deceived by their promises of a property/ rental agreement that sounds too good to be true – it usually is!
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Never call premium-rate telephone numbers in response to your ads
You may receive an email from an interested buyer asking you to call a premium rate telephone number, often starting with 0844, 0870 and 0871. Do not call – it may be a scam to charge you money for a high-rate telephone call.
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Meet face-to-face
Whether you're a tenant or a landlord, it's important to meet the other party before agreeing to a rental contract. This will give you the chance to ask important questions for your personal safety and judge the legitimacy of their offer. Warning signs should be alerted when a landlord tells you they can't meet you as they are abroad a lot – this may be a scam.
Vehicles
Buying a car or a motorcycle can be a delightful experience and we at Vivastreet want to keep it that way. To avoid scams and fraudsters, here are our top tips for a safe and rewarding experience when buying a vehicle:
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If it sounds too good to be true, it probably is!
Don't be fooled by what looks like an unbelievable bargain. Let your common sense and instincts guide you when choosing your vehicle. If it has been advertised at an extremely low price, significantly lower than market value – it may be severely damaged, stolen or non-existent.
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Meet the seller and inspect the vehicle
It's important to meet the seller, drive and inspect the vehicle thoroughly before agreeing to a sale – ideally during the day so you can spot any damage clearly. Do not go alone but if this is unavoidable tell someone where you're going, include your viewing time and seller's address.
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Carry out a HPI check
It pays to have an HPI check when purchasing a second hand vehicle. This provides private buyers, dealers, finance houses, and the insurance industry with access to information on all UK registered vehicles. It will help you determine whether a vehicle has been clocked, stolen or is a repaired insurance write off and ensure that it is legal and will belong to the people who buy them.
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Ask to see all original documentation and certificates
Check the seller's address and vehicle identification numbers are the same as the ones listed on the registration documents. Check its service history and MOT certificates – original copies with watermarks not photocopies. It's important to do this before agreeing to a sale.
Click Here to see the government's guidelines on carrying out MOT and history checks.
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Do not pay for transportation costs before receiving the vehicle
Some fraudsters ask for a payment to be made before the delivery of the vehicle. Refrain from making any purchases related to transportation costs until you've legitimately received your vehicle.
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Never use money transfer services
We recommend paying for the vehicle when you collect it from the seller. Do not use a money transfer service as it's the fraudster's preferred method of acquiring the money illegally.
Here are our top tips for selling a vehicle safely and avoiding fraudulent buyers:
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Never call premium-rate telephone numbers in response to your ads
You may receive an email from an interested buyer asking you to call a premium rate telephone number, often starting with 0844, 0870 and 0871. Do not call – it is a scam to charge you money for a high-rate telephone call to a non-existent buyer.
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Always accompany the buyer on test drives and carry out checks
It's important to check that a buyer has a valid driving license and insurance cover before they test drive the vehicle. Ensure you accompany them on the test drive to avoid theft or unnecessary damage to the vehicle.
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Take precautions
It's important to take necessary precautions to avoid becoming a victim of fraud including:
- Hold the vehicle keys at all times
- Never leave the keys in the ignition
- Keep a close eye on the prospective buyer at all times
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Ensure legitimacy of payments
Online bank transfers may be the safest way to receive money as you avoid handling large amounts of cash and problems associated with forged, cancelled or stolen cheques. Cash is also a good method of payment. Ask for the cash to be handed to you at your local bank, where forgeries can be checked and cash can be paid in to your account immediately. If this is not possible however head to the Bank of England website where you can find out more info about counterfeit banknotes.
Employment
As an effective tool for job seekers and employers, Vivastreet is a convenient platform successfully connecting people to jobs. We do however recommend you practice caution to ensure your safety when using Vivastreet.
Here are our top safety tips for job seekers:
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Do your research
Conduct a thorough search on the company or organisation advertising the job vacancy. Not only will you gain a good insight about the organisation which will help in an interview but also the legitimacy of the role.
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Meet your employers
Beware of any employer offering you a job without having met you face-to-face first. Skype calls are helpful if the role requires remote working.
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Do not give employers your personal details before formal acceptance
Wait until you have formally accepted the role and started working at the organisation to disclose your bank account and all other person details. Reputable companies will never ask for these details prior to you joining.
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Do not make any payments before starting your job
It is very rare that a legitimate organisation will need you to make any form of payment before starting your role. If however you are being asked to make a payment for either training or starter kits for example, then take caution as this may be a scam.
Our top tip for job seekers and employers:
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Never call premium-rate telephone numbers
You may receive an email from an interested party asking you to call them back using a premium rate telephone number, often starting with 0844, 0870 and 0871. Do not call – it is a scam to charge you money for a high-rate telephone call to a non-existent job-seeker/ employer.
Customer Services
If you would like to report a scam on Vivastreet or have issues with your ad, please do not hesitate to get in touch. Our friendly customer services team is on stand-by to answer your questions.
To contact us please call: +44 (0) 203 695 8755 or email: [email protected].
In the UK, our opening times are: Monday – Friday, 08.00 – 19.00
Alternatively you can send us a message by filling out the form here. Please include your telephone number in your message so we can call you back.
If you would like to report a scam, please head directly to Action Fraud's website here.
In doing so, you are giving anti-fraud agencies vital information to protect you and others from being victims of online fraud.
For more information about Vivastreet, head to our Corporate Website.
Report a Scam
Vivastreet has teamed up with Action Fraud, the UK's national online fraud reporting centre, to ensure you the safest possible experience when using Vivastreet.
If you would like to report any suspicious ads or a person who has acted illegally on Vivastreet, please contact your local Vivastreet customer services team here. Please ensure you have the Ad ID number of the suspected scam.
If you have been the victim of a scam or know of a fraudster, please head directly to Action Fraud's website here. In doing so, you are giving anti-fraud agencies vital information to protect you and others from being victims of online fraud.
Action Fraud works closely with the National Fraud Intelligence Bureau (NFIB), which is run by the City of London Police.
With the help of Action Fraud, Vivastreet is increasing the chances of bringing online fraudsters to justice.
More info on Action Fraud:
To report a fraud, Action Fraud's online fraud reporting form is available 24 hours every day.
You can also get advice about fraud by calling: 0300 123 2040 (textphone 0300 123 2050).
Action Fraud's specialist fraud advisers are available during the following times to answer any questions and discuss any feedback you may have:
Monday to Friday between 8AM to 8PM
Saturday between 9AM to 5PM
Sunday between 10AM to 5PM
For general enquiries, you can email: [email protected].
Do not report fraud to this email address.
Set up by the National Fraud Authority in 2009, Action Fraud handles reports on all types of fraud, including identity theft, credit card and consumer fraud.
To date, Action Fraud has received over 91,000 calls and more than 330,000 unique visitors to its website since October 2009 and these figures are set to increase considerably with new developments that are being made to the service.
Frequently Asked Questions
Why can't I email a user directly?
It is the right of every Vivastreet member to remain anonymous.
To prevent spam we have developed anonymous email systems protecting both buyers and sellers, from people stealing their email addresses and spamming their inboxes.
An anonymous email address is created for each Vivastreet ad (eg. [email protected]). When you send an email to one of these anonymous email addresses, it goes through our servers before being redirected to the true email address. It's as simple as that!
Our secure response system will generate an anonymous email address for buyers when replying to an ad.
What if an ad doesn't include a phone number?
Sellers are encouraged but not forced to provide a phone number. It is the right of every Vivastreet member to remain anonymous. The best way to get in touch is through our secure email system.
I've received an email from Vivastreet offering payment and protection services – is this legitimate?
No! Please consider these emails as fake; they are known as 'spoof' or 'phishing' emails. Vivastreet doesn't offer any form of payment scheme or protection. If you receive an email alleging to be from Vivastreet and you are unsure of its legitimacy please contact us immediately.
What should I look for to make sure I can trust a seller?
Read the ad carefully and trust your instincts. If it reads well, is full of detail and description, includes photos and contact details then it is most likely legitimate.
If the ad is vague, confusing, lacks an image or incorporates a professional/ website looking photo and if in general the offer sounds too good to be true, it may well be a scam.
Remember, you can always contact the user through our anonymous email system so ask questions until you feel comfortable. You have the control so if you aren't sure then don't contact them again.
How does Vivastreet protect me from getting scammed?
We have built-in security filters that operate behind the scenes to identify and quarantine suspicious ads and users.
We work with Action Fraud to prevent scammers and fraudsters from operating and to bring them to justice. However, we need your help too, which is why it is vital that you report any fraudulent ads and behaviour on Vivastreet. The more you tell us the more we can help.
What should I watch for regarding scams?
The best way to protect yourself is by asking questions, using common sense and learning as much as possible through the information available on our Safety Centre.
Ads with incomplete information, missing photos, lots of typos could indicate suspect behaviour.
When should I report an ad?
Anytime you suspect an ad of being a scam, spam or breaking our terms and conditions then please report it. It's always better to be safe than sorry!
We appreciate that some ads reported may be perfectly fine but would rather encourage our users to act if in doubt.
Removing scams and catching those responsible for them is very important to Vivastreet.
To prevent abuse, each user is entitled to report a maximum of two ads a day.
How do I report an ad?
Under the ad description box you will find a flag icon with the link 'Think this ad is a scam? Report it here now.'
Click on this link and select the reason you are reporting the ad from the drop down menu.
Please provide further information by entering your comments in the 'Message' box.
What happens to reported ads?
If we consider the advert to be a scam or is reported by several users, it is removed immediately from the site and reviewed by our moderation system.
If however, we consider the advert to be genuine but find it contains some minor mistakes we will rectify the error and inform the advertiser.
Vivastreet always has the final say on whether an ad is modified or removed.
How can I modify my ad?
The advertiser can modify their advert at any time. However, once it is deleted access to the advert is removed.
I've received an email asking me to change my password. I didn't request this, so why have I got it?
If you did not request a new password, someone may have been trying to access your account without your permission.
As long as you do not click the link contained in this email, no action will be taken and your account will remain secure.
Someone has posted an ad on Vivastreet with my details, and I'm getting phone calls and emails, what do I do?
It may be the case someone accidentally typed a phone number or email address wrongly when posting the ad.
If you find your details on an ad you haven't posted, report the ad to us and we'll remove it immediately.
I've received a suspicious response to my ad. What should I do?
If in doubt don't proceed any further with someone who seems suspicious. If you'd like our advice, contact us so we can take a look and take appropriate actions, if necessary.
Moderation of ads:
Vivastreet.co.uk will remove any advertisement that is prohibited by UK law, placed in the wrong category/city or that contains vulgar/abusive content.
Members of the site are encouraged to flag ads that break our terms and conditions and actively report all scams to Vivastreet or directly to Action Fraud, the UK's national fraud reporting centre.
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