I have used SwapaCD and it's related sites for many years and I have always found them easy to use, very customer friendly and very reliable. I've only ever had to deal with customer service a very few times over hundreds of transactions and they have never been rude. They are matter of fact sometimes but that is not the same thing. I think those criticisms are overblown. As far as not giving or taking away credits, have never had that happen. If a seller uses the postage application on the site (for which there is a $. 50 fee), the seller gets instant credit for the transaction without regard to mis-delivery or damage problems. The site takes that risk for you. If a seller chooses to put their own postage on the package when they mail the cd, then the seller takes that risk and they may not get a credit if it doesn't arrive or is damaged in transit. That's their choice. As a buyer I have had very few instances of a disc not being delivered or arriving damaged and the site invariably refunds my credit paid for the cd and all the site's fees for the transaction. They do have a system to check if a particular buyer excessively uses this privilege in the case of a buyer who reports damaged or undelivered cds far beyond the norm, but that is only fair. I have unfortunately had the experience too often if I send a cd using my own postage that there seems to be claims of mis-delivery or breakage far more than what my own experience would suggest normally occurs. That's why I use the site's postage application and pay the additional fee because then they take the risk and police that. I doubt they are rude but if someone excessively claims cds aren't delivered I can see why the site would take action to prevent or question such abuse. Also the site doesn't recommend that a cd disc be put through the mail with just a paper covering. If you don't want to send the jewel case, as many people don't want to because it causes extra postage expense, the site and common sense is very clear that the disc must be put inside a layer of unbendable card board or other packing to protect it before the paper address sheet is placed on top. The system also notifies a buyer of whether the cd is posted with or without the artwork and liner notes. I've never received a cd that was posted as including artwork that was delivered without it, but if that does happen there is a process to address it just like there is in the case of undelivered or damaged cds. As far as not getting a refund of "swapa money" in your account the short answer is don't build up a balance and if you do then use it all to buy cds before you cancel membership.