What: Online resale platforms are experiencing record growth, but rising user dissatisfaction over low payouts and service issues is fueling frustration among sellers.

Why it is important: The disconnect between platform profitability and seller satisfaction highlights the need for more balanced, user-centric innovation in the fast-growing resale sector.

The global online resale market is booming, with platforms like The RealReal, eBay, and Vinted reporting record financial growth and expanding user bases. Yet, this surge in secondhand sales is accompanied by mounting dissatisfaction among sellers, who increasingly cite low payouts, lost inventory, and poor customer service as major pain points. The post-pandemic glut of pre-owned inventory has shifted power toward platforms, enabling them to impose higher fees and more complex commission structures, often at the expense of seller experience. While some platforms are investing in AI-driven curation, quality control, and hybrid digital-physical models to address these issues, the gap between platform profitability and user satisfaction persists. This disconnect is prompting a wave of innovation and new entrants, as well as alternative business models such as curated swaps and peer-to-peer services. As resale cements its role as a primary growth engine for retail, the sector’s long-term success will depend on its ability to deliver more balanced, customer-centric solutions that foster trust and loyalty among both buyers and sellers.

IADS Notes: The global online resale market is experiencing record growth, with platforms like The RealReal, eBay, and Vinted reporting strong financial results and expanding user bases. However, this boom is accompanied by rising user dissatisfaction, as sellers increasingly voice concerns over low payouts, lost inventory, and poor customer service (BoF, Apr 2026). The post-pandemic surge in pre-owned inventory has shifted power away from sellers and toward platforms, fueling frustration and highlighting the need for more balanced, customer-centric approaches. While the resale sector is emerging as a primary growth engine for retail—driven by consumer demand for thrift, sustainability, and innovation—profitability and user experience remain persistent challenges (Forbes, Dec 2025). Some platforms are responding by investing in AI-driven curation, quality control, and hybrid digital-physical models to differentiate themselves and maintain customer satisfaction (Journal du Net, Apr 2025; BoF, Oct 2025). Vinted’s rapid rise to become the UK’s third-largest fashion retailer underscores the seismic changes underway, but also reveals the operational complexities and price pressures facing both new entrants and established brands (Retail Week, Feb 2026). As the sector matures, the disconnect between platform profitability and seller satisfaction is prompting a wave of innovation and strategic adaptation across the industry.

Online resale is booming: why are so many users unhappy?