Help for sellers
Most asked
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 UKSellers 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 your object has already been accepted and planned into an auction, you are no longer able to remove it, or make any changes yourself.In very specific circumstances we can remove the item from an auction on your behalf, though to do so, you will need to contact us with enough time to do so before the sale is complete. Please ensure that you contact us with at least 5 days left on the auction with your request, so that we may review it, and be as detailed in your message as you can. If the object has not yet been accepted, you may remove or make adjustments to it yourself. You can use this period to also provide feedback and suggestions on your objects before the auction is actually open for bidding.To edit your object or contact the expert, go to My offered lots and click on the object you would 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.
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?
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.  Professional sellers shipping from 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) 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 won’t accept packages without an IOSS number for exports up to €150, which can delay shipping. Both of these 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. 
Get faster support with our live chat feature
Need to talk to a human or can’t find what you’re looking for in our Help Centre? Use our chat feature in the Catawiki app to better help solve issues and get the answers you need more quickly. With the chat feature, you can connect with someone from our customer support team to get live assistance. We can currently chat with you in English, Italian, Dutch, French, Spanish, German and Chinese.Where to find the chat featureThe chat feature is only available in the Catawiki app, and can be accessed from almost all our Help Centre articles. To find it, follow these steps:In the app, click on the profile icon on the bottom of the screen.Scroll down and click on ‘Customer Support.’Click on any Help Centre article (note: some articles related to ‘object not delivered’ will not have the chat feature).Scroll down to the bottom of the Help Centre article and click ‘Contact us.’ You’ll see the chat feature there. You can also access the chat feature via a link on any object’s page within the app. On the object’s page, scroll down until you see the ‘Buying safely’ section. Click on ‘Get in touch via our Help Centre.’ You’ll then be routed to the Help Centre where you can access the chat feature via our articles. Once you start using the chat feature, we’ll ask you some questions via our automated system to better understand what you’re looking for. You’ll then be connected to someone from our customer support team. We can’t wait to chat with you! 
German Packaging Act
Friendly disclaimer: This information provides an overview for educational purposes only and is not legal advice. Receipt of this information does not create, and it is not intended to create a lawyer-client relationship. The author, Catawiki B.V. disclaims all responsibility for any and all losses, damages, or causes of action that may arise or be connected with the use of these materials. Please consult a licensed lawyer in your area for legal assistance.When you sell packaged items to buyers in Germany, you must follow the requirements of the German Packaging Act (Verpackungsgesetz or VerpackG). This applies to all business sellers shipping items to consumers with a German delivery address.As of July 1, 2022 Catawiki is legally obligated to confirm our business sellers meet these requirements. BackgroundOn 1st January 2019, Germany’s VerpackG (Packaging Act) came into effect, imposing requirements on business sellers selling to buyers in Germany. The Packaging Act promotes recycling and reuse of packaging materials (e.g. cardboard boxes, tape, and bubble wrap). Recent updates to the Packaging Act include new requirements impacting online marketplaces like Catawiki, as well as some Catawiki sellers. The new regulations take effect on 1st July 2022. As these updates may impact anyone selling to buyers in Germany, we’ve outlined the new requirements and important steps to take in this article.Who and what does the German Packaging Act apply to?The German Packaging Act affects domestic and international business sellers whose items end up with private consumers in Germany. See this link for more detail and explanation.Sellers based in Germany are only subject to this obligation if they didn’t purchase the packaging through a Dual System partner. Special rules may also apply for reusable packaging, if it is returned and reused under an incentive/deposit system. While any additional rule can add complexity, there are three main steps for commercial sellers under the Packaging Act:License (aka "system participation") your packaging quantities with a dual system.Register in the "LUCID" register provided by the central authority "Zentrale Stelle Verpackungsregister" (ZSVR). After registration, you will receive your individual Lucid registration number (= EPR number for packaging). Submit this number to your dual system.Enter the name of your dual system and your packaging quantity licensed in step 1 in the Lucid reporting register of the ZSVR.So as a business seller, do I need to obtain an LUCID packing registration number now?Yes, as of 1 July 2022,  any seller who does business as a registered company or who is trading as a company, is required to register in the LUCID register, if your business ships to Germany, regardless whether your business is based in Germany or outside of Germany. This is irrespective of the shipping company you use. Registration is free of charge. LUCID Packaging Register Numbers numbers are provided by the LUCID  Packaging Register (contact details are available here). I need help to register and comply. Whom can I contact?A number of service providers can assist you with compliance and registration, such as the following service providers:Noventiz (contact details are available here)Lizenzero (contact details are available here)See this link for more detail on each of the steps.Please note the registration obligation applies regardless of the quantity of objects shipped to Germany. Further obligations will be triggered based on quantities.  Is my registration number public?Yes, the Central Packaging Registry is a public register (details are available here) What happens if I don’t register with LUCID?Sellers failing to comply may be subject to written warning letters or fines (up to €200,000 and a prohibition in sales). Registration is free, and every entity considered a “manufacturer” of packaging (including domestic and international Catawiki sellers) must register individually. Visit LUCID for additional information on eligibility and to register.How do I check if I’m in compliance with the German Packaging Act?New compliance procedures can be complicated. We encourage you to visit the Central Packaging Register Office website for additional information and resources. You can direct written requests related to the Packaging Act to anfrage@verpackungsregister.org. Consider reaching out to a legal expert with questions about how these requirements may relate to you, and how to comply. While Catawiki cannot provide recommendations, there may also be vendors who specialize in assisting small businesses through this process in Germany and other European countries.Is it difficult to register?Registration with LUCID is simple and free of charge. It is a purely electronic process and can be performed with a computer/tablet or web-enabled mobile phone. A brief description of the registration process can be found below. On the site www.verpackungsregister.org the FAQs contain information concerning individual questions which may arise in the context of registration. This is a step by step process on the basis of enquiries.For registration, two steps must be completed:Request access data for LUCIDEnter registration dataTo request access, go to the site: www.verpackungsregister.org where you will find the button for registering on the LUCID register. There, you enter the name of the company to be registered Once you have submitted this data, you will receive an activation e-mail containing a link. What is required by Catawiki under the German Packaging Act?Based on the Packaging Act coming into effect on 1st July 2022, online marketplaces, including Catawiki, are required to verify that sellers have a valid LUCID registration and (if applicable) are participating in a Dual System prior to any sales transactions being made to the German market. Please share your LUCID ID number with us by sending an email with your LUCID ID number and Seller ID number to the following email address: LUCID-ID@Catawiki.nl. We will regularly check compliance moving forward and you may receive further guidance on your ability to sell to buyers in Germany. 
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