Responding to a dispute

Once a product has been received, the buyer has 48 hours to verify its condition. After this time, if no claim has been made, the seller will receive the transaction amount into their wallet.

If the product received does not comply with what was agreed, the buyer can open a dispute through a chat with the seller. 

The seller will receive the buyer's complaint as soon as the dispute has been opened. They will have the option to accept or escalate the dispute. If the dispute is accepted, a returns code will be generated for the buyer to send the product back. 

In the event that the seller does not wish to accept the return, they can escalate it to Wallapop. Our agents will review the case and make a decision based on our Returns Policy. Take into account that we might contact you in case we need more information about what has happened. In this case, remember that if you do not send the information requested by Wallapop for the review of the dispute within the indicated period (48 hours), the dispute will be rejected. 

If the return is eventually accepted by the seller or by Wallapop, the buyer will receive a returns code which they must use to return the package to their nearest Correos office, within a maximum period of 10 calendar days. The product must be packaged correctly to prevent damage during shipment. 

Once the seller has received their product back, we will proceed to issue the refund. The buyer will receive their money within 3-10 business days depending on the payment method.

In the event of a return, Wallapop will bear the cost of the return shipping.

If a dispute is dismissed by Wallapop, payment will be made to the seller wallet automatically. If you don't have the money available, you should update the app. 

For information on the status of your dispute, fill out the form you will find below so that we can help you.

Have more questions?

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