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Seller - Feedback Policy
It is highly important for us to be able to provide a reliable and safe experience for both buyers and sellers. In order to do so, we provide our buyers the possibility to give feedback related to their purchases. Furthermore, we understand our sellers value feedback that reflects the services they deliver and it helps them grow as a reliable seller on our platform. In this light, we allow sellers to react to feedback and, if the feedback is not in accordance with this Policy, sellers may request that Catawiki remove or adjust the feedback in question. To ensure feedback is both constructive and fair, we expect both our buyers and sellers to stick to the following feedback rules and removal conditions. If you have any questions, you can also take a look at our FAQs.How to respond to feedbackIf the feedback given contains a comment from the buyer, the seller is able to respond. This reaction will be publicly visible. When reacting to feedback, we expect you to respect the following:Do’s: Use a friendly and polite tone.Contact the buyer directly to resolve any issues as soon as possible. Find out how to contact the buyer here.Don’ts:Don’t use any insulting, harassing, discriminating or otherwise inappropriate language. Don’t include any personal data (such as name, address or phone number) of others in your reaction.Don’t react to feedback in a way that goes against our Terms and Conditions.Please note:You are able to react to the buyer’s feedback within 90 days after the feedback has been left. We strongly encourage our buyers and sellers to resolve any issues between themselves. To support this, buyers are also able to adjust their feedback within this 90 day period. If you have resolved an issue for a buyer or have come to an agreement with them, you are free to politely ask the buyer to adjust their feedback.Does Catawiki adjust buyer feedback/seller reactions?In general, Catawiki does not change or remove any feedback. However, Catawiki reserves the right to, at its discretion, either remove, neutralise or adjust feedback on request. We do so only if the situation justifies this in accordance with this Policy. Such requests can be sent to our Customer Support team via our contact form.Catawiki entirely removes buyer feedback/seller reactions only if:A user is violating Catawiki’s Terms and Conditions The feedback relates to an error or issue that is not caused by the customer but clearly caused by CatawikiThe feedback relates to a different purchase or to activities of another sellerThe feedback represents a claim, which should be thoroughly investigated via our claim process. However, the buyer has not yet contacted us and/or the seller to open such a claim.*→ We strongly encourage the seller to reach out to the buyer to resolve the issues the buyer reports in the feedback.Catawiki adjusts or partially removes (reactions to) feedback only if:The buyer’s feedback or seller’s reaction contains inappropriate language or personal information of others → Catawiki will only remove the relevant unaccepted wording, the rest of the feedback will remain visible.The feedback relates to events that are widely out of the seller’s control (e.g. customs issues, delivery time by the carrier, buyer absent at the time of delivery, parcel lost by shipping company, force majeure)→  Catawiki will neutralise the feedback and add a public comment to explain why.→  We strongly encourage the seller to open an investigation with the shipping company to resolve the situation. The feedback is related to a claim which has been investigated following our claim process and has been concluded as unjustified.*  → Catawiki will neutralise the feedback and add a public comment to explain why.A seller managed to resolve the issue to the buyer’s satisfaction without the need for a decision by Catawiki.*→ Catawiki will neutralise the feedback and add a public comment to explain why.Catawiki does not remove or adjust (reactions to) feedback if: The feedback relates to delivery errors that are considered to be within the seller’s control (e.g. shipping later than within 3 business days of payment, insufficient packaging, unreasonable shipping costs**)The feedback is related to a claim opened with Catawiki which has been investigated following our claim process and has been concluded as justified.*The buyer’s feedback or the seller’s reaction in question was given more than 3 months ago→ We still adjust the feedback if it contains personal data or inappropriate language.*Feedback related to a purchase that is under investigation by our claim process will only be removed or adjusted after the claim has been resolved. **The seller is allowed to calculate the costs for shipping, which can include (but are not limited to) additional insurance and/or (special) packaging requirements.We hope to have informed you sufficiently. Please contact us if you have any more questions. 
When and how do I arrange the pick-up of an object?
If your object has not been picked up, you need to contact the buyer to come to an agreement about the collection. The buyer is obligated to collect the object and as the seller, you are required to keep the object available until the buyer collects it. You can contact the buyer through your order detail page. If the buyer doesn't respond or doesn't collect the object within 10 days, please contact us and we will mediate to solve the problem.If a third party is involved in the collection of the object, the buyer will take the responsibility for the whole process. We recommend that you, in case of a specific pickup situation, first gain more information from the buyer. Don't give an object away without being sure that it is an official collection from the buyer.If the buyer selected the pickup option but now wants to arrange for shipment of the object, both of you can come to an agreement. If the object was set as 'Pickup required', we advise you to be more flexible and cooperate to meet the needs of the buyer and don't lose the sale.
Catawiki and Brexit: What you need to know
Selling and buying objects to or from the UK will be affected by changes related to the UK’s recent departure from the EU. Here you’ll find everything you need to be aware of. We’ll keep this page updated if legislation changes, so check back for the latest info. FAQDoes the right of withdrawal scheme still apply? If you’re a buyer based in either the European Economic Area (EEA) or the UK, nothing changes. You’re still eligible for the EU’s right of withdrawal scheme. If you’re a professional seller in the UK, nothing changes. Buyers that live in the European Economic area (EEA) as well as the UK still have the right of withdrawal. Shipping between UK and EUCustoms clearance is now required for all goods moving between the UK and the EU, including return shipments. The seller will need to declare the goods they’re sending by completing a commercial invoice. This can be found on the relevant shipping company website. As a seller, do I need an EORI number now?As of 1 January 2021, you’ll need an EU Economic Operators Registration and Identification (EORI) number if your business was established in the EU and  imports from or exports to the UK, when you file an export declaration, or a service provider/customs agent files the customs declaration on your behalf.An EORI number is not required if you use a logistics provider (i.e. shipping company) to handle customs declarations. EORI numbers are provided by national authorities (full contact list is available here). Is my personal data still safeguarded in transactions involving the UK?Yes, the current setup of the EU’s General Data Protection Regulation (GDPR) still applies to UK sellers and buyers. No related changes are expected until at least 1st May 2021. If I’m based in the UK, can I still file a claim with the European Online Dispute Resolution (ODR)?No, buyers and sellers in the UK are no longer eligible for this service. Cultural heritage goodsIf you’re selling cultural heritage goods from the UK, you’ll now need a license. You can find more detailed information on what goods fall under this category here. There aren’t any licensing requirements for importing objects of cultural interest into the UK. However, if buyers are importing items from the EU to the UK or a country outside the EU, they’ll need to comply with the individual country’s export licensing requirements. More info about these rules can be found herePlant and animal specimens on the CITES list The UK implements the Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES) and the relevant regulations still apply.Buyers and sellers will need an import or export license for the UK, and sellers will need to file a customs declaration. Additionally, species covered by CITES can only enter and leave the EU through designated customs posts.Excise goods (e.g. mineral oils, alcohol and tobacco) New rules apply for the UK when importing or exporting excise goods.Import from UK to EUExcise goods are subject to excise duty and strict controls upon entry into the EU but also inside the UK (for Northern Ireland a separate arrangement is in place). This means that excise goods shipped from the UK to the EU and inside Great Britain will incur excise duty liability.Sellers will need to submit an electronic customs export declaration. A separate regime applies for exporting excise duty-suspended goods.Detailed info Export from EU to UK Sellers from the EU exporting to the UK must complete a customs declaration and use the relevant customs procedures when they arrive at the place they enter into the UK.Detailed info WineFor the import and export of wine to and from the UK please find detailed information here. VAT and customsThe new legislation on objects being sold and purchased between the UK and the EU is very complex and varies case by case.  Unfortunately we’re not able to give you any detailed advice that covers all situations, so we strongly recommend that you contact your local tax advisor for guidance. Please also check the HMRC website.EU seller and UK buyerIf an object meets the following criteria: sold after 1 January 2021 by a professional sellershipped from outside the UK (or from inside the UK by a non-UK seller)won by a buyer with a shipping address in the UKthe highest bid was below 135 GBP (excluding VAT, custom duties, shipping costs and commission) or the equivalent amount in Euros or USD. (Note: there is no limit on the highest bid for objects shipped within the UK by a non-UK seller)not considered excise goodsThe buyer doesn’t have to pay any additional VAT when they receive the object. We’ll then pay the amount due to the HMRC (UK tax authorities). For all other objects, buyers will be responsible for paying any applicable VAT and customs fees. The VAT and custom fees depend on the type and origin of goods and only apply if the intrinsic value is more than 135 GBP. In most cases, this will be charged by the shipping company to the buyer before they can receive the package. If you’re a seller from the EU, it’s important to make sure your UK buyers are aware of these additional costs. We recommend including a note about it in your object description.  UK seller and EU buyerIf an object is shipped from the UK to the EU, the EU buyer will be responsible for paying any applicable VAT and customs. The VAT and custom fees depend on type, origin, and value of the goods. In most cases, this will be charged by the shipping company to the buyer before they can receive the package. If you’re a seller from the UK, it’s important to make sure your EU buyers are aware of these additional costs. We recommend including a note about it in your object description. 
How do I contact the buyer of an object?
You can contact the buyer via the Catawiki order detail page. Go to > My sold lots  and click on 'Order Details' to display the order page for that sale. You can then click on the ‘Send Message’ link to message the buyer.In general, we advise you to contact the buyer in their native language. If this is not possible, then we recommend communicating in English or using an online translator to assist you.
Can I withdraw an object I have offered for auction?
If one of the objects you have offered up for auction is no longer available, you can withdraw it from the auction during the review days prior to the auction starting. This is the period in which sellers can provide feedback on their objects before the auction is open for bidding.To edit your object or contact the expert, go to > My offered lots (from the drop-down list at the right top hand corner of the website) and click on the object you'd like to edit. From there you can follow the steps to edit and in the 4th step, you can contact the expert if you wish.Please note that after the object is planned or in auction, you can no longer make any changes.
When willI I receive payment for my sold object?
When the buyer's payment has been received, you will be notified that you have 3 working days to send the order or make it ready for pickup. Your payments are scheduled based on whether or not the order has been shipped or picked up by the buyer, and on the payment frequency that has been selected in your 'Settings' under 'Payment'.Sellers have the option to select one of the following payment frequencies:- Every day - Once a week (On Wednesdays)- Every two weeks (The first and third Wednesday of the month)- Once a month (The first Wednesday of the month)If the order has been shipped: after you've shipped the order, you are required to change the order status to 'Shipped'. When the tracking number provided reflects that the order has been delivered, the buyer will receive a notification asking them to inspect the order and report any issues within 3 days. On the 4th day after delivery, your payment will be scheduled according to the selected payment frequency. *Please note that in the event that the tracking number provided is not correct or does not properly reflect the delivery of the order, the pending payment will default to the selected payment frequency after 25 days from the order being marked as shipped. To help us track the delivery of your item and send your payment as quickly as possible, please use one of our supported shipping companies and add a valid track and trace code when you’ve shipped the item.If the order has been picked up: If the order has been picked up by the buyer, you are required to change the order status to 'Picked up'. There is then a 14 day period which begins from the day you, the seller, update the status before you can receive your payment. In addition to this 14 day period, the exact payment date will depend on the payment frequency selected in your 'Payment' settings.You may review or change your payment frequencies whilst logged into your account by clicking here.Your expected payment date can also be found in the payment confirmation we, Catawiki, will send to you by email. Please note that payments are only processed on working days and do not happen during the weekend.If a claim has been opened, your payment may be withheld until the issue has been solved. We are here to help mediate if necessary.
What should I do if an object I sold got damaged before I could ship it?
If your object was damaged, you’ll need to contact the buyer. Together, you can discuss your options and come up with a solution.If you manage to come up with a solution with the buyer, that’s great!But if you don’t manage to resolve the issue together or the buyer hasn’t responded to you within 72 hours, please let us know. In your message to us, include:- At least 3 photos clearly showing the object in its current damaged state.- A short description of the main issues with the object.- Details on how you’d like to resolve the situation.Once you’ve sent this information, we’ll do our best to resolve the issue as quickly as possible.
I’m a non-EU professional seller. How do I use Catawiki’s IOSS (Tax ID) number?
Professional sellers located outside of the EU need to share our IOSS (Import Tax ID) number when shipping orders up to €150 to the EU. You can see both the orders this applies to and the IOSS number itself in the order details. For these orders, we use the IOSS (Import One-Stop Shop) as the supplier to collect, declare, and pay the VAT to the relevant tax authorities. This is required to avoid shipping issues related to import rules. If you don’t share our IOSS number, a buyer can be charged VAT twice: by us at checkout and again by the shipping company when the order is delivered. Some shipping companies will not accept packages without an IOSS number for exports up to €150, which is a hassle for sellers and can delay shipping. This can lead to negative buyer feedback, having to compensate for additional costs, or restrictions on your account.Check with your shipping company where exactly you need to share our IOSS number. It could be via a customs form, invoice, or somewhere else. The IOSS number might also be referred to as the Tax ID or VAT reg. number.  In a nutshell You’re required to share Catawiki’s IOSS (Import Tax ID) number with the shipping company for applicable orders going to the EU. You can see if it applies and the IOSS number itself in the order details. Check with your shipping company the exact way you need to share the IOSS number.  
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