Protection on Catawiki: claim with evidence and without confusing the platform with legal rights

Catawiki currently states that, if you detect a problem after delivery, you must report it within three days. After that window, the payment may be released automatically to the seller and the platform will no longer be able to open a claim on your behalf through that flow.

That does not mean you should accuse the seller immediately. First preserve the state of the parcel, photograph external damage, open it carefully and document the item. Early evidence helps distinguish transport damage, a missing piece, a discrepancy with the description and an authenticity problem.

“I don’t like it” is not the same as “it does not match the description”. Nor does a dented package on its own prove that the item inside is damaged. Describe observable facts: what is missing, what is broken, which measurement or material contradicts the listing, or which document raises doubts.

If the tracking shows delivered but you do not have the parcel, the type of evidence changes: review the proof of delivery, address, the carrier’s photograph or receipt by a third party. If the item arrives empty or incomplete, keep the box, seals and weight where available.

Write from the order and explain the problem in neutral language. State what you expected according to the listing, what you observe, and attach evidence. Avoid threats, unproven conclusions or negotiations outside the platform that fragment the history.

The seller may propose a solution, and Catawiki lists possibilities such as a partial refund, a replacement where possible or cancellation with a return. None is automatic: it depends on the problem, the agreement, the investigation and the applicable conditions.

Photograph the outside before discarding it, the label, damaged areas, the full contents and close-ups. Keep the tracking and proof of delivery. If the problem concerns an attribution or authenticity, separate visible facts from third-party opinions and document the qualifications of whoever issues a report if you provide one.

Do not expose PII unnecessarily. If a document contains an irrelevant address, phone number or bank details, minimise them before sharing. The item’s traceability can be preserved without publishing personal information about previous owners.

The time sequence of the photographs also matters. One image taken on receiving the parcel, another of the seal before opening and another of the defect help reconstruct what happened. If you only photograph the item hours later and the packaging no longer exists, it may be harder to distinguish transport damage from a pre-existing problem. You do not need to record every second, but you do need to keep the points that answer the foreseeable questions in the case.

When the problem is “not as described”, avoid vague descriptions such as “it was not what I expected”. Link each difference to a verifiable element of the listing: material, measurement, accessory, signature, restoration, edition, quantity or condition. If the difference is aesthetic or subjective and the description was correct, do not present it as an objective fact. This discipline improves both the negotiation with the seller and any eventual review by Catawiki.

If you obtain an external opinion, keep the full report and not just one favourable sentence. Identify what the specialist examined, what they could not examine and whether they worked from photographs or with the physical piece. A conditional conclusion should not be summarised as absolute certainty; Barguvo must preserve the real confidence level of the evidence.

A partial refund may be reasonable when both parties agree to keep the item despite a quantifiable difference. A replacement only exists if the seller has another similar item and the solution is accepted. A cancellation with a return usually requires the item to be sent back in the condition received and the process to follow the case instructions.

Do not send an item back on your own initiative without checking the flow and the address. An untraceable return can create an additional dispute about receipt and condition.

Catawiki shows whether the seller is private or professional. When an EEA/UK consumer buys from a professional, Catawiki’s policy recognises that there may be a 14-day right of withdrawal after receipt, subject to legal exceptions and conditions. That right should not be automatically copied over to a sale between private individuals.

When an applicable withdrawal is approved, the current policy provides for returning the item within 14 days. Return costs and risks depend on the case. The guide does not replace legal advice when the dispute depends on jurisdiction, category or a specific exception.

Catawiki needs a specific window to hold the payment and handle the claim. That is why three days is an important operational hard stop. But a legal guarantee, lack of conformity or consumer right against a professional may have different rules.

The guide must avoid two extremes: saying “after three days you can do nothing” and saying “the three days do not matter”. They do matter for Catawiki’s process; they simply do not exhaust every possible legal relationship.

The seller is responsible for preparing, packing and shipping; if there is a problem in transit, they must deal with the carrier. Catawiki may intervene in clear-cut incidents, especially when a refund needs to be processed, but it does not automatically replace the carrier.

If Smart Shipping insurance exists, the insurance belongs to a different contract and has its own limits and deadlines. Do not confuse an XCover claim with the buyer’s claim within Catawiki; both may need similar evidence, but they relate to different relationships.

If a doubt about authenticity arises, describe the specific signal: an inconsistent serial number, incompatible material, a questioned signature, a laboratory report or a contradiction in provenance. “I think it’s fake” is a starting point, not a conclusion.

Catawiki leaves responsibility for authenticity with the seller, and the expert’s general review is virtual. In categories with specific certification, use those guidelines; in other cases, a competent independent opinion may be necessary.