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The Problem
Most tickets start after a pack is opened or a break ends: when will my hit ship, why is the buyback lower than the listed value, where is my graded card, how were spots assigned in the random. Collectors know the market price of their cards to the dollar, so vague answers turn into chargebacks and public complaints fast.
Card breaks and pack openings
Pulls and shipping
The agent checks what the collector pulled, whether the card is in the vault, at grading or shipped, and gives the tracking link. Requests to ship from the vault are handled in chat under your shipping rules.
Buybacks
When a collector questions a buyback, Cevro shows how the offer was calculated from your buyback rate and the card’s reference value on the day, so the answer is specific instead of defensive.
Breaks and fairness
Questions about how spots were assigned, pack odds and what happened in a live break are answered from your published rules and the break record. Disputes go to your team with the stream timestamp and order attached.
FAQ
What do collectors contact support about most?
Where their pulls are: in the vault, at grading or shipped. After that, buyback values, how spots were assigned in a break, pack odds, and damaged or incorrect cards on arrival.
Can Cevro check vault and shipping status?
Yes. Cevro connects to your order, vault and shipping systems, finds the collector’s pulls, gives the current status and tracking, and can start a ship-to-me request under your rules.
How does Cevro handle buyback disputes?
It explains the offer with your buyback rate and the reference value used, and passes the case to your team with the numbers if the collector still disagrees.
Can Cevro answer questions about break fairness?
It answers from your published break rules, randomisation method and the break record, and escalates disputes with the stream timestamp and order details so your team can review quickly.
Does Cevro work for live breaks and digital pack openings?
Yes. The same agent covers live breaks, digital pack openings, vaulted cards and shipped product, using the rules for each.
Can Cevro help reduce chargebacks?
Many chargebacks start with an unanswered question about shipping or value. Answering quickly with the real status and the numbers prevents a large share of them, and every case is logged if a dispute is raised.
Is collector data safe?
Cevro is SOC 2 Type II certified, masks personal data, runs with zero data retention and logs every interaction. Access follows the permissions you set for each team.
How long does it take to set up?
Deployment runs in weeks. Cevro connects to your order, vault and shipping systems, and reads your buyback, shipping and break rules, then runs in shadow mode first.
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