How to file a claim on Wallapop: steps, deadlines, evidence and contacts

Wallapop is one of the most popular secondhand platforms, and as expected, issues sometimes arise between individuals that require a well-structured complaint. In this guide, you will find detailed instructions on how to proceed. when you can file a claim, what evidence to provide, how to open a dispute, and how to contact us Contact the company if you need help.

The goal is for you to know your real rights and limits within the app: Key deadlines (such as 48 hours), accepted reasons, excluded cases, mediation and refundsIn addition, we review official support channels, the lack of a helpline, what to do if you suspect a scam, and an alternative for operating more securely if you prefer.

Common reasons for complaints on Wallapop

One of the most frequent scenarios is receiving something different from what was agreed upon. This includes cases such as incomplete product, different size/color/model, incorrect item or counterfeitIf the advertisement promised something else, you can initiate a dispute within the deadline and with evidence.

It is also common for the buyer to discover that the item It is defective or does not work as advertised.In that scenario, the claim focuses on demonstrating the fault (photos or videos) and that the actual condition does not match what was described by the seller.

If the item arrives damaged in transit, you must report it, indicating that it has been damaged during transportIn these cases, the platform itself allows you to contact its support (button "Contact customer service") to manage the issue with the courier service and assess a full or partial refund.

On the other hand, when you simply “It doesn’t convince you” (You changed your mind, it doesn't fit, you don't like it in person), that reason is not covered by Wallapop's return policy. You cannot open a dispute unless there is a defect, damage, or a difference from what was advertised.

Requirements: who can claim and what coverage exists

To claim shipping on purchases within the app, you need to use Wallapop ProtectThis service "locks" the money until you confirm everything is correct and enables you to open disputes within the chat. If you haven't used Protect or closed the deal outside of the chat (for example, WhatsApp(email, etc.), the app does not offer a way to complain.

Beware of confusion between Wallapop Protect and Wallapop ProProtect covers buyers for shipments within the platform; Pro is a feature plan for professional sellers and does not include Protect's guarantees. They are separate services and should not be mixed.

Regarding the legal guarantee, when buying from private individuals the law states six months Warranty for second-hand goods for hidden defects. If the seller is a company (professional profile with business activity), the warranty period is usually longer, reaching one year for this type of used products.

How to claim from the app: deadlines, steps and proof

Your window of opportunity is clear: you have 48 hours from when the package is marked as delivered To open a dispute, do so from the purchase chat in the app, using the link that appears just below the "All OK" button.

When you open the dispute, the platform will ask you to select a reason for complaintThe item is different from the one offered, defective, damaged in transit, or simply "not satisfied." Please note that the latter, except in certain circumstances, does not entitle you to a refund according to our policy.

Then, complete the detailed description of the problem (Concise, but clear) and attach evidence. Prioritize clear photos of the received item and the advertisement to show differences. If you need to send videos, you can do so by email to support.envio@wallapop.comsince it is not always possible to upload them in the app.

When you submit the dispute, the seller has 72h to respond. If you accept, Wallapop will provide you with a code/label to manage the return free of charge, and you will have 5 days to take the package to the Post Office, perfectly packed; if you don't send it on time, the money is released to the seller.

If the seller rejects your claim, the case goes to mediation by the Wallapop teamThey will review your evidence, apply the policies, and resolve the issue without a set timeframe. You can check the status in the chat using the "Check your dispute" button located in the transaction thread.

Results, refunds, and payment times

If the claim is successful and the item is returned, the refund is processed once the postal service confirms receipt by the seller. Some guides indicate that It may take about 48 hours from that confirmationalthough in many purchases the refund is paid to the buyer's original payment method and the perception of speed varies.

Other users comment that Wallapop It doesn't always pay quickly For certain transactions: sales proceeds are deposited into your Wallet, and the transfer to your bank account may take 3 to 5 business days. For returns, refunds are usually processed quickly, but may be delayed depending on the circumstances.

Important: If, during a dispute, the seller suggests "settling it between you" outside of the process, remember that the money is there. held by WallapopDon't close anything without guarantees, because you could lose your protection. Keep everything in the app's chat.

Cases not covered by Wallapop Protect

There are categories of articles or circumstances that They are not covered by the protectionTherefore, it is not possible to process a refund through the app. This includes, among other things, sales prohibited by the rules, products advertised with third-party photos, replicas declared as such, items whose content/functioning cannot be verified (cosmetics, perfumes, air conditioners, etc.) and products sold "for parts".

Also excluded are situations such as undescribed color differencesStains or signs of use, incomplete but usable items, listings with "Brand New" status without further explanation, and damaged packaging/boxes when the product is in good working order are all unacceptable. Please review the policy as it is strict and influences many decisions.

Customer service: official channels and what doesn't exist

Wallapop does not offer customer service phoneIf you find numbers online, be wary: the one mentioned, 936 76 05 10, for example, is not an official support line. The company handles issues online.

To find out more or to open an inquiry, access the Help Center at ayuda.wallapop.com/hc/es-es. Many items include a link to a contact form, and you can go directly to requests/new to open a request with your case.

The company also provides services through social media (private messages on X/Twitter, Instagram y FacebookIt's useful if you need visibility or a boost in urgent cases, but stay calm and provide data without spreading sensitive information.

Another interesting avenue is the OCU complaints forum You can contact Wallapop at ocu.org/reclamar/empresas/wallapop/500000034, where Wallapop's customer service often responds. Keep in mind that response times may vary and that these channels change from time to time.

In addition to the form, there are reference emails published by various guides: support.es@wallapop.com (general support), support.envio@wallapop.com (shipping issues and video evidence) and billing@wallapop.com (billing). Attach evidence and explain the case clearly.

Lost or damaged shipments: how to proceed

If the package does not arrive or the tracking information is not updated, please contact the Wallapop customer service From the app or the form. It's advisable to provide the tracking number, dates, and screenshots to facilitate the process with the courier.

If the item arrived broken, open a dispute indicating Damage during transport Upload photos of the product, packaging, and box. With Wallapop Protect, you can receive partial or full compensation based on evidence and packaging.

Remember that protection comes with a commission (in addition to shipping) which acts as "insurance" for the transaction. Always file a claim within the deadlines to avoid losing that coverage.

Common scams and how to claim them

Among the most common tricks are the non-existent products (Fake ads), payments outside the platform (transfers, suspicious links), or the seller's silence after receiving payment. If you suspect anything, gather all the documentation now.

Save chat messages screenshots of the ad And regarding the payment, gather all the evidence that supports your version of events (receipts, proof of payment, tracking information). The more evidence you have, the stronger your case will be with Wallapop or the authorities.

There is also the scam known as “chargeback scam” This occurs when a malicious buyer returns an item different from the one received. It's difficult to prove without clear documentation. Always pack, photograph, and record the contents before shipping and upon receiving returns to document serial numbers or unique features.

If the seller does not respond to your dispute, in 72h The app automatically escalates the matter to mediation. And if you suspect fraud, you can also file a police report. For amounts under 400 €It is usually a minor theft offense; provide conversation details, profile information, address if you have it, and supporting documentation.

Quick comparison with Vinted (something to keep in mind)

Vinted and Wallapop share a protection dynamic: both They withhold the money until the buyer confirms receipt. On Vinted, you also have two days to open a dispute, and the seller can offer a full or partial refund, or contest the claim for the platform to mediate.

At Vinted, due to its origins in fashion, returns are not accepted because a garment It doesn't suit you or has visible signs of use, a philosophy similar to Wallapop's "not convinced" restriction. In both cases, keep everything in the chat and document as much as possible.

Documentation: how to prepare your claim

Write a brief but accurate description Describe the problem, noting differences between what was advertised and what was received (for example, "screen with a scratch not visible in photos"). Specificity is appreciated: avoid generalities and provide details with dates and evidence.

Provide images of advertisement and of the actual productHighlighting the point of conflict. Light the photos well, focus on the defect, and if possible, add a video (via email if the app doesn't allow it). All this evidence will be key in the decision.

Keep communicating in the Wallapop chat So that there's a record. If you close deals outside the platform, you lose traceability and it may not cover you. And remember: act within 48 hours of delivery.

Follow-up, decision and additional communications

While the dispute is open, you'll see a notification in the chat with the button "Check your dispute" to check its status. If the seller accepts, you will receive the code to return the item; if they refuse, Wallapop's mediation will review the case.

In high-value transactions, the platform can contact you by email To request additional information or evidence (this is a good time to send videos). The decision issued by the app in its mediation is final within the system.

External channels and scaling if nothing else works

If you cannot find a solution through internal channels and believe you are a victim of fraud, consider report to the authoritiesProvide everything: screenshots, receipts, profile data, tracking, payments, and a chronological account of what happened.

You can also report the seller profile If it's still active on Wallapop, it's useful for warning others. And as we've already seen, the OCU It offers a public space for complaints where sometimes visibility helps support to respond.

If you need advice, seek licensed attorney specialized in consumer or cybercrime. Some guides recommend seeking professional help when the amount or complexity of the case justifies it.

A secure alternative for peer-to-peer transactions

If you're not convinced by how Wallapop handles shipping, you can use beseif It functions as a payment gateway and logistics platform for transactions between individuals, whether on Wallapop or other platforms. It works like an escrow service: it holds the money until receipt is verified.

Its usual cost is around the 3% the price of the item includes comprehensive shipping insurance. Furthermore, it boasts personalized customer service via email. hello@beseif.com, with fast average response times.

It's an option for those looking for more control and coverage in shipping and payments, especially for high-value items. Even so, always document your packages and communicate through traceable channels.

You already have the complete map: valid reasons, clear limits, deadlines, evidence, return, mediation, refund and contact methodsIf you prepare your claim properly within the 48-hour deadline, attach solid evidence, and use official channels, your chances of a favorable resolution increase significantly.