What does Wallapop do to keep users safe?
At Wallapop, safety is a priority, and we believe that by working together, we can ensure a safer environment. Along with offering support year-round, we provide features that promote secure, informed, and positive experiences for Wallapop users.
We work daily to provide a secure platform, constantly seeking and implementing the best tools to protect our users. We have a dedicated Security and Fraud team and a Customer Service team composed of experts to answer your questions, alongside specialists in moderation, catalog quality, usage policies, payment security, fraud, and more.
Transaction Mediation
Wallapop Shipping allows you to safely pay for purchases and receive payments for sales without leaving the platform. The entire process—from purchasing to shipping and subsequent payment—is handled within Wallapop. There's no need to make payments outside Wallapop, share personal information (such as your email or phone number), or click on any external links. We take care of everything!
Quick Guide for Safe Buying and Selling
We recommend reading the full guide here: How to Buy and Sell Safely on Wallapop
Remember:
- To complete a sale or purchase, the buyer or seller will NEVER need your personal data, such as email or phone number, nor will they ask you to click on a link to finalize the transaction. All necessary data is securely stored in Wallapop.
- To stay protected, make shipments through Wallapop Shipping without leaving the in-app chat. For legitimate transactions, Wallapop’s system appears as a third party in the chat via a blue bubble—not a standard chat message (black text on a white background).
- Buyers should not send links via WhatsApp or email with offers. Transactions through Wallapop Shipping are always conducted within the app’s chat.
Two-Step Verification
We offer two-step verification at Wallapop, which adds an extra layer of security beyond your password. For more details, consult: Two-Step Verification on Wallapop.
Content Moderation
We use review systems and technology to ensure that our catalog adheres to Community Guidelines. Follow these guidelines for your listings and interactions with others on the platform to ensure a safe experience and comply with our rules.
We employ automated systems, technological tools, and human moderators to enforce our Community Guidelines. These rules set standards for ads and behavior, helping maintain a safe and inclusive environment for our community. We strive to enforce these rules fairly and consistently, updating them regularly to address new behaviors and risks.
If someone disagrees with a decision to remove their content or account, they can submit an appeal for reconsideration. Appeals are reviewed by a team to determine if the content should be reinstated or the account reactivated. Learn more here.
Protected Data
Your personal data is protected at Wallapop. We don’t store your card information, and your personal data is encrypted. Read our Privacy Policy to learn more about our practices.
To reinforce your safety, never proactively share personal information (email, phone, banking details, passwords) with other Wallapop users. Keep all conversations within Wallapop’s chat—if you step outside, we can’t protect you.
Payment Protection with Wallapop
Your money is secure with Wallapop. Once you make a payment, the funds are held until the package is delivered and you confirm everything is in order. At that point, payment is released to the seller and credited to their Wallapop Wallet. Learn more in our Terms and Conditions.
Key Points to Remember:
- All payments occur within the platform or in person. Never accept sales involving external payment methods or upfront deposits.
- When selling, you don’t need to provide your bank card details. Bank account information is only required to withdraw money from your Wallet.
- For safe payment practices, read How to Buy and Sell Safely on Wallapop?.
Dispute Resolution
If the product received doesn’t match what was agreed with the seller or is defective, you can open a dispute within 48 hours after the package is marked as “Delivered.” For more information on disputes and return policies, visit Managing a Dispute.
Reporting and Blocking Tools
We offer easy-to-use reporting and blocking tools within the app and online. These allow you to flag any content or accounts that violate our Community Guidelines or Terms and Conditions.
- Report any ads or users breaching our policies through the app or website.
- To report illegal content on the platform under European regulations, fill out the form at Report Illegal Content on Wallapop.
- We recommend reporting and blocking anyone acting inappropriately.
Learn more about How to Report a Product, User, or Block Someone on Wallapop?
Dedicated Customer Support
Our Customer Support team is available year-round. You can contact them through:
- The Help Center, which includes a chatbot and a contact form.
- X (precedentemente Twitter) e Instagram all'indirizzo @wallapop, inviando un messaggio diretto (tramite questi canali possiamo rispondere solo a domande di carattere generale. Se hai bisogno di assistenza per qualsiasi questione relativa al tuo account, come ad esempio un pagamento o una spedizione, ti preghiamo di contattarci tramite il modulo).
Remember:
- Wallapop or its services will never contact users through the Wallapop chat.
- Our chatbot will never pressure you to make a purchase, sale, or share your personal information.