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 item?
If your lot 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 lot, and as the seller, you are required to keep the lot 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 lot 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 lot, the buyer will take the resposibility 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 a lot 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 lot, both of you can come to an agreement. If the lot 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.
How do I contact the buyer of a lot?
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 item I have offered for auction?
If a lot you've offered up for auction is no longer available or you are unable to deliver the lot according to its description, e.g if it is lost or damaged while the auction is ongoing, then please inform us. Based on your notification, the lot may be removed from the auction or we may be forced to cancel the transaction. We will ask you to provide documents, files or other forms of proof that support your notification. Depending on the circumstances, you may be held liable for any damages caused by such removal or cancellation.
When will I receive payment for my sold lot?
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 item I sold got damaged before I could ship it?
If your item 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 item in its current damaged state.- A short description of the main issues with the item.- 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.