When we buy a product on Wallapop, the most common thing is to do it through Wallapay, also known as Wallapop shipments. By doing it this way we get, in exchange for paying a little more, that Wallapop is in charge of managing the shipment through couriers such as Correos or SEUR, and tracking it from the buyer to our home. It also includes insurance that protects our purchase against possible loss or breakage. But what should you do when this happens?
There are many things that can go wrong when shipping something we buy online. For example, the package can be misplaced and lost, or the trace of it can be lost when moving from one logistics center to another. It may also happen that the truck carrying it has suffered a mishap, an accident, or has been the victim of a theft.
Be that as it may, there are many factors that can cause our package to not reach its destination. Or, if it arrives, it will arrive in poor condition. If this is your case, we are going to give you the steps you must take to solve the problem.
Lost packet? try to locate it
The first thing we are going to have to do, if our shipment has been lost, or is taking longer than expected, is to try to locate it. To do this, what we will have to do is enter the website of the courier that will carry the package (usually Correos and SEUR with Wallapop Shipments) and search to see where the package is.
All shipments made through Wallapop, or Vinted, have assigned tracking, which allows us to control the package at all times and know where it is arriving. Thus, what we will do is copy that tracking code, and enter it on the corresponding messaging website to see where it is and plan what to do next.
For example, it may be that:
- The package is in transit. At the moment it has not arrived at the destination, but there has not been any problem (or it has already been solved), so we will just have to continue waiting.
- Incidence. Something has happened to the package, although we don’t know what. In this case, what we will have to do is call messaging, or contact Wallapop directly, to see what could have happened and to start the package recovery tests.
- Package delivered. The package has been delivered. If they haven’t given it to us, they will have left it with a neighbor or someone else, something that is illegal. We will then have to complain to the company.
There has been an incident in the shipment: how to claim
If we encounter a problem with shipping, what we should do then is file a claim with Wallapop. Although we can also try to talk to Correos or Seur to try to reach an agreement, our recommendation is that we do it directly through Wallapop, since it is the intermediary that has ordered the shipment, and who has to be in charge of providing us with a solution.
Within the sale chat itself we can find a link to the Wallapop resolution center. Simply enter it to find out more details about the shipment in question, as well as to solve any problems that may have occurred during the shipment.
In the event that the product has arrived broken, once delivery is confirmed, we can enter the section where we see the status of the purchase > Open a dispute > Product broken during shipping. We provide the data that is not requested, and Wallapop will take care of the rest.
And who pays?
Generally, neither person is going to end up paying for a problem when sending a package. Thanks to the insurance that all shipments have, if something happens, both parties will receive their corresponding remuneration.
If we are the ones who purchased the item, then Wallapop will simply refund the amount that has been charged to our account, and we can continue searching for another item to buy again. On the other hand, if we were the sellers, the shipping insurance will pay us the sale value of the item, so, broadly speaking, it is as if we had sold it anyway.
Of course, be that as it may, it is going to be a long process, so we can now arm ourselves with patience.
