Catawiki FAQs

Most of Catawiki's auctions are hosted on a weekly basis, some even multiple times a week. Additionally, Catawiki hosts various themed auctions.

If you are seeking a tool for lot submission alone, then we would recommend that you use our CSV files and upload multiple lots. Manage lots using Offered lots section.If you are seeking APIs for the entire lot workflow, which includes lot submission, making adjustments, managing lots in auction, orders and payments, then they are not available at the moment.

If you would like to receive weekly updates about a certain auction type, then you can do so by following any of our auctions. To follow an auction, simply click on 'Follow this auction' at the top left of any auction or category page. Once you have followed an auction, you will be notified via email whenever a new auction of that type opens and when it closes. You can manage your followed auctions here: https://auction.catawiki.com/auctions/following

Please contact the buyer directly in order to investigate the reasons behind the item being returned to you. Please note that bearing the costs of return shipment depends on the reasons behind the parcel returned to you.

If you don't come to a mutual solution with the buyer, please let us know and our Customer Support team will be happy to help you. You can contact the buyer via your Catawiki account on the order detail page.

We'd like to help you get the most out of selling on Catawiki and advise you on how to give the buyers of your lots the best experience possible. To do so, weve put together a few tips about how to keep your buyers happy and how to make sure your feedback score remains high. To learn more about each tip, follow the links to read up on specific areas. 1. Be sure to ship your order within 3 days of the buyer submitting their payment. 2. Use a Track & Trace code when shipping your order. What is a Track & Trace code? 3. When calculating your shipping costs, please ensure that they are as accurate and fair as possible. 4. As we are an online platform, taking good quality photographs is extremely important so buyers will know what to expect when they receive their order. Here's how. Here are some tips about how to take the best photos.5. If there are any issues with the delivery of your order, here are the best ways to solve them.6. It is possible to change a negative buyer feedback by following up on their concerns. By solving the issue, we are able to amend negative feedback. Here's how.

Only one account may be linked to a particular email address at any time. It's possible that you created a Catawiki account sometime in the past. We therefore recommend you create a new password. This can be done by selecting 'forgotten your password' from the sign in page, and entering your email address. You will then receive an email with a link to the password creation page.

Yes, all lots can generally be shipped abroad under international rules and regulations. According to our Seller Policy, a seller may only offer up lots for which trade is permitted and we monitor that this rule is complied with on our platform. Export and import of a lot must comply with the seller and buyer countries' export and import regulations. Be aware that import of items may be subject to customs duties, VAT, excise duties, import levies and clearing charges in the country of import. Shipping internationally using secure methods can be expensive, so we suggest that you have a look at the shipping costs before placing a bid. You will find a list of shipping costs under the shipping tab of each lot page.

You can personalise your app by creating a list of all lots you are interested in. Your favourites list will display any auction lots you have placed a bid on or marked as favourites. You can add a lot to your favourites by clicking on the heart displayed next to every lot. The lot is then automatically added to your list of favourites.

1. Research the country specific restrictions and regulations of where you're going to ship your lot to.2. Understand international shipping costs so youdon'tpay more than you have to.3. Courier comparison services (such as FedEx, TNT, UPS and DHL) are a guaranteed way to save money on international deliveries.3. Dont forget to include a return address. This way the lot will be returned to you free of charge and you will avoid any issues.4. Research restricted/prohibited goods: Not every item can be carried on every service and all countries have their own individual rules and restrictions. Be sure to check your chosen couriers list of prohibited items before sending your shipment.

This could be related to an automatic bid placed by an earlier bidder. The automatic bid may be the same as a manual bid by a second bidder. It may also be the case that two automatic bids of the same amount were placed. In both cases, the (automatic) bid that was placed first will be listed as the highest bid.

Our auctions are carefully compiled by the experts. The inclusion of your lot depends on a variety of factors. If your approved lot has not been scheduled, this is probably due to the large number of (similar) items submitted. Approved lots will be included in an auction as soon as possible. The moment your lot is scheduled for an upcoming auction, you will receive an automated message.

If the car comes with an American registration, you'll need to register it in your country. You can do this by contacting your local licensing agency and providing all required documentation. In general, this would include:- The US title- Proof of ownership (your invoice or sale contract)- Customs documentsLocal authorities will check that VAT has been paid correctly and might ask that the car pass a roadworthiness test before registering it.

If you received an empty box, we advise you to contact the seller at your earliest convenience, ideally within 1-2 days, to raise the issue and agree a better way to solve it. Please attach in the message to the seller pictures of the empty box to support you and to describe your problem. We also ask that you also open a claim with the shipping company and file a police report. We will mediate the case if necessary.In case you have trouble contacting the seller, please inform us within 3 days after delivery (the exact date will be recorded through Track & Trace). Please be aware that once the 3 day period has expired, your payment will be sent to the seller and we can no longer open a claim on your behalf. When contacting us, please include:

. At least 2 photos of the package received (with the label clearly visible). At least 2 photos of the package on a scale, indicating the weight of the parcel. A copy of your claim to the shipping company . A copy of your claim to the police

In general, Catawiki does not change or remove any feedback. However, Catawiki reserves the right to, at its discretion, either remove, neutralise or adjust feedback on request. We do so only if the situation justifies this in accordance with this Policy. Such requests can be sent to our Customer Support team via our contact form.

Catawiki entirely removes buyer feedback/seller reactions only if:

A user is violating Catawikis Terms and Conditions

The feedback relates to an error or issue that is not caused by the customer but clearly caused by Catawiki

The feedback relates to a different purchase or to activities of another seller

The feedback represents a claim, which should be thoroughly investigated via our claim process. However, the buyer has not yet contacted us and/or the seller to open such a claim.*

We strongly encourage the seller to reach out to the buyer to resolve the issues the buyer reports in the feedback.

Catawiki adjusts or partially removes (reactions to) feedback only if:

The buyers feedback or sellers reaction contains inappropriate language or personal information of others

Catawiki will only remove the relevant unaccepted wording, the rest of the feedback will remain visible.

The feedback relates to events that are widely out of the sellers control (e.g. customs issues, delivery time by the carrier, buyer absent at the time of delivery, parcel lost by shipping company, force majeure)

Catawiki will neutralise the feedback and add a public comment to explain why.

We strongly encourage the seller to open an investigation with the shipping company to resolve the situation.

The feedback is related to a claim which has been investigated following our claim process and has been concluded as unjustified.*

Catawiki will neutralise the feedback and add a public comment to explain why.

A seller managed to resolve the issue to the buyers satisfaction without the need for a decision by Catawiki.*

Catawiki will neutralise the feedback and add a public comment to explain why.

Catawiki does not remove or adjust (reactions to) feedback if:

The feedback relates to delivery errors that are considered to be within the sellers control (e.g. shipping later than within 3 business days of payment, insufficient packaging, unreasonable shipping costs**)

The feedback is related to a claim opened with Catawiki which has been investigated following our claim process and has been concluded as justified.*

The buyers feedback or the sellers reaction in question was given more than 3 months ago

We still adjust the feedback if it contains personal data or inappropriate language.

*Feedback related to a purchase that is under investigation by our claim process will only be removed or adjusted after the claim has been resolved.

**The seller is allowed to calculate the costs for shipping, which can include (but are not limited to) additional insurance and/or (special) packaging requirements.

We hope to have informed you sufficiently. Please contact us if you have any more questions.

Please download our manual for more information about how to use the bulk submission tool.

There is no limit to how many lots can be offered up. Sellers can offer up as many lots as they like for any auction.

In accordance with Catawiki's Terms & Conditions, the expert has the right to alter the lot description. If you disagree with the changes made, please contact the expert.

In order to keep your account safe, we automatically send you an email if we detect that your account is being accessed from an unknown device.If you do not recognise this account activity, you can change your password and secure your account.

Will I keep getting this email every time I sign in?

No, we only send this email if we detect the sign in request from an unknown device. You may also get this email at least once for every device that you use to access Catawiki. This is to ensure that your account is secure and to give you the best service possible.

If you're an EU seller shipping an object from one EU country to another, you do not need a customs form. The EU countries are: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (not including the Canary Islands) and Sweden. You will need to fill out a customs form if youre an EU seller sending a lot to a country outside the EU or to one of the EU territories with a special tax regime, including: Channel Islands Jersey, Guernsey, Alderney, Herm and Sark, Andorra, Canary Islands, Gibraltar, San Marino and Vatican City State.

The verification code is an extra layer of security for your Catawiki account. Instead of only entering a password when registering your account, youll also enter a code which is sent to your mobile phone. This verification helps make sure that you, and only you, can access your account.Please note that you will need both your password and the code sent to your mobile phone to sign into your account for the first time. Once you've signed in, you'll be ready to bid or sell!

It often helps to close and restart the app. First close the app and remove it from multitasking, then re-open the app.You can use the same account information in the app as you have on the website, so you won't have to create a new account.Please be aware that our app is not available for download in some countries, by cause of new regulations. The app is available in English, German, French, Italian, Spanish, Chinese (traditional and simplified), Dutch, Danish, Norwegian, Polish, Portuguese, Swedish, Hungarian, Romanian, Finnish and Greek. The language used depends on your phone settings.

During the verification process, a code entry screen will appear at a certain point. If the verification process is (accidentally) aborted or interrupted, the easiest way to continue registration is to select any one of our auctions. You will then see a pink bar with an orange link. By clicking on this link, you'll be taken to your profile and asked to add any missing information. Once you've entered the correct information, a new text message with a verification code will be triggered and sent to your phone. In order to successfully complete your registration, please enter the code you've received via this text message.

If you are unable to attend to the aftercare of lots sold during a particular period (for example, during a holiday), please change the status of your offered lots to 'draft'. You can resubmit your lots at a later time. Lots that have already been approved or scheduled may temporarily be put on hold by the expert. Please contact the expert in order to put a lot on hold.

It is important to never share your sign in details with anyone else. You are responsible for managing your account. If you suspect that your sign in details have fallen into the wrong hands, you must notify Catawiki immediately. You must also take effective measures to protect your account yourself, such as changing your password.

If fraud has been committed, please report it to the police and send us a copy of the official police report within 7 working days. Until then, the receipt will remain valid.

If certain conditions are met, your seller overview page will show an overall feedback score. This score is the percentage of positive feedback you've received based on your overall (positive and negative) feedback for the past 12 months.

Neutral feedback is not included in this calculation.

For example: A seller with 142 positive, 13 negative, and 17 neutral reviews would have a feedback score of 91.6%.

The calculation for this would be (positive/(positive+negative))x100 (142/(142+13))x100 (142/155)x100 0.916x100=91.6%

We only show your feedback score if you've had at least 5 instances of feedback. In the total overview, we only show positive feedback that contains text. However, we still include positive feedback without any text responses in your overall feedback score.

If you're unsure of details about your item, you can either check these details and come back later to finish your submission or find out from the expert.For details you can check on your own, simply exit the lot submission, check the details and then come back and continue with your draft. You'll be able to pick up right where you left off.For details you need the expert's help with, you can add your best guess of what the details would be. Then, during the last stage of the submission process, you'll see a link to 'Message the expert'. You can click this and explain the details you're unsure about. The expert will review these, along with the rest of your submission, and will give you guidance on whether these details are correct.

The Certificate of Conformity (CoC) contains information about the vehicle, such as the approval number and the technical specifications. The buyer won't need the CoC if the vehicle you sold was manufactured for a non-EU market (e.g. a car manufactured for a Japanese market) or is more than 30 years old. In all other cases (i.e. vehicles manufactured for an EU market and/or less than 30 years old), you'll need to send the CoC to the buyer. If you don't need to send a CoC but have a historical certificate issued by a specific authority or historical car club, you can send this certificate to the buyer.

It depends on which country you live in and which country the buyer will be registering the vehicle in. However, the buyer is responsible for finding out if this is possible.The buyer will need to check with the relevant government department whether they can cross the border with the car or motorcycle. If it is possible, they'll also need to ask the local authorities about requirements (e.g. details about insurance, temporary plates and documentation). The buyer will need to cover all costs related to pickup.

After you have paid for your lot, the seller will receive an email to process the shipment of your order. The seller is responsible for providing the tracking code related to your shipment. With Track & Trace, you can follow your mailed item or parcel to its destination using an online international tracking system. Once your items are on their way, you can easily monitor their progress. This tracking information can be used to follow your shipment and can be found inside your Catawiki account, under the lot detail page. Go to ' My won lots ' and select the relevant order to view the tracking information.How to use the online tracking toolHere is how you can use your tracking code on the courier tracking page:1. Copy the tracking code from your order detail page in your Catawiki account.2. Go to the page of the courier company which the seller used to ship your order.3. Find the Track & Trace section.4. In the Tracking Number(s) box, enter the tracking code. 5. Click the Track button to view where your lot is.

Bidders are able to contact you, as a seller, directly before and during an auction. This is a great way to engage with potential buyers, as they can ask questions about your lots before they place any bids. By doing so, you can provide insight into the uniqueness of your lots, whether its to do with their quality, nature or authenticity, which in turn will help boost your sales.If you are contacted about one of your lots in auction, it is of course important to reply on time to provide your bidders with an excellent experience. We recommend to send your first reply within 24 hours and if your item is in auction, then be sure to reply before the auction ends.If you would prefer not to have this feature enabled, you can choose to opt out in your Settings (https://www.catawiki.com/accounts/settings/account). At any point in time you can decide not to receive buyer messages, or turn them back on.

Of course you are welcome to try the tool and see if it makes submission easier for you. Please note however that we feel our bulk submission tool is best suited for sellers who use a 3rd party data feed manager, online eCommerce stores or ERP/custom software to auto-generate CSV files.

The customs forms can be obtained from your post office or shipping company. There are two types of form depending on the value and size of the items sent, CN22 and CN23. Please make sure you use the correct one. Most national postal services have information about these forms on their website. You'll need to fill in the form, including a description of the contents of the package, its value and that it only contains commercial items. Fix the form to the outside of your package. You are responsible for the information on the declaration. Please make sure the declaration is completed accurately and in full. This allows the destination country to process the package. It will also lower the chance of the item being delayed or returned.Please be aware: goods may be subject to customs duties, import taxes and clearing charges upon import in the buyer's country. The amount depends on the value of the contents. The buyer will have to pay these before the parcel is released to them. The customs authorities in the destination country determine if charges are due on imported goods. The levels and thresholds of charges vary from country to country. Catawiki cannot advise on what these may be.

If the car or motorcycle was damaged during shipping, the buyer needs to open a claim with the shipping company. You can assist the investigation by providing photos and details of the condition of the vehicle when the shipping company picked it up.

While we extensively promote our auctions through a wide variety of channels, we very much encourage you to promote your lots through your own network. If one or more of your lots have been scheduled for this week's auctions, visit the lot page where you can easily share your lots through Facebook, Twitter or Pinterest.

Within the EU, all entrepreneurs and business enterprises must charge VAT with respect to the supply of goods and services, unless an exception applies. Under Dutch VAT law, Catawiki must charge VAT on its commission charged to sellers in the EU, unless the seller is a professional seller with his/her business address established outside the Netherlands.

Unfortunately not. When something changes, it's natural to feel a bit uneasy. It takes time to adjust. The same goes for our new submission process. If you're used to the old submission process, it might take you some time to find your feet with the new version. The more you work with it, the easier it'll become. And after working with it a bit, you'll probably find you no longer want to go back to the old version.

No, it won't. We have a team of over 150 experts who carefully review each item submitted. They'll make sure you've included all relevant details and that everything is in order. This step ensures your lot is looking its best when it goes to auction, which helps attract bidders. So you can rest assured that if you make a mistake or are unsure of something, our experts have got you covered.

You can submit your lot in English, Dutch, German, French, Italian, Spanish, Portuguese, or Polish. We want to ensure that our sellers have the opportunity to reach as many buyers as possible. This includes international buyers. That's why we translate all lots into English using human translators. And for some lots, we also translate into multiple other languages. These lots will be translated using either human translators or machine translation. For some auctions, you can only submit your lot in English. However, you'll see a warning during the lot submission process for these auctions. Please make sure you write your description and the details of your lot in the language you selected for submission.

When a seller doesnt fulfil their obligation to deliver, the buyer should inform us within 10 days after paying the purchase price so Catawiki can open a claim. When a claim is opened, the purchase price will be withheld so the buyer and seller can come to an agreement amongst themselves. Catawiki can mediate the process.

If you live in the EU, you'll usually need to register your car in the country you live in. As the new owner of the vehicle, you'll need to: - Register the car in your country.- Get new licence plates.- Show proof of ownership with the invoice (if bought from a professional seller) or sale contract (if bought from a private seller).- Pass a roadworthiness test.- Present proof that you have insurance cover.- Pay car registration and road taxes.But be aware that there is no EU-wide law on vehicle registration and sometimes even regions of the same country might have different rules. Therefore, we recommend checking with the relevant local government department before shipping the car. The seller must also cancel the registration in their country and return the licence plate to the relevant authorities. You'll need to cover the paperwork costs, unless you arrange otherwise with the seller.

We greatly respect your privacy and the protection of your personal information. We process personal information in accordance with our Privacy Policy.In certain situations, it is necessary for us to share your information with other users. For example, when you have purchased a lot on the platform, we share your name, address, email and phone number with the seller. Without such information, the seller will not be able to fulfil his obligations under the agreement, such as arranging shipment of the lot. Of course, we expect our users to respect your privacy in the same way that we do. The information that is shared may only be used for the organisation and completion of the transaction. Any other use is prohibited under our Terms & Conditions and may result in a user being blocked from further use of our platform.If you feel another user is misusing your personal information, please let us know immediately so we can take proper action.Further information about our use of your personal information can be found in our Privacy Policy.

Start by downloading the latest CSV template and the accompanying dictionary. Each category has a different template, so please make sure that youre using the correct one before entering your lots information. The dictionary contains all the possible values that you can choose from, helping you fill in each column of your CSV file accurately. You can optionally decide to copy and paste each value into your CSV file. Below youll see an example of what your file might look like:

FAQ

Start adding lot details from row 2 onwards, and make sure to keep the title row intact. Optionally you can create a lot manually to see what should be filled in in each column.

CSV file format

External Reference Number (optional)

You can use the column External Reference Number to add a reference label to your lot. This will only be visible to you and can be used for internal reference. The label will be visible and searchable on your offered lots page and orders overview.

External Reference Colour (optional)

You can use the column External Reference Colour to add a colour to your lot. This will only be visible to you and can be used for internal reference. The label will be visible and searchable on your offered lots page and orders overview.

Auction Type

This is the auction name. Please refer to the accompanying dictionary for the correct name.

Title (auto-generated)

Please leave this column empty. Our system will automatically create a title and subtitle for your lots based on the lot detailsyou'vefilled in (you can recognise these columns by the D: in the column name).

Subtitle (auto-generated)

Please leave this column empty. Our system will automatically create a title and subtitle for your lots based on the lot detailsyou'vefilled in (you can recognise these columns by the D: in the column name).

Language

The language youre using to provide the lot details.

Description

A description of the lot youre selling. Please refer to our Category guidelines for tips on how to write a good description.

Public photo URL

The public URL where all photos applicable to the lot are stored. Refer to the FAQ How do I prepare my images? for more information. Share public links of all photos applicable to a lot and separate them by a semicolon (;).

Estimated lot value

An estimation of how much you think your lot is worth. If youdon'tknow, take a guess. The value is only seen by our experts when reviewing your lot, not by bidders. If your lot is worth more than 200, you can add an optional reserve price to it.

Reserve price (optional)

The minimum price that youre willing to sell your lot for, set in consultation with our experts. If the reserve price is not reached by the time the auction ends, the lot will not be sold and youll have the opportunity to re-offer the lot for auction or offer the lot to the highest bidder.

Start bidding from the reserve price (optional)

For lots that have an estimated value of 200 or more, you can choose for the bidding to start from the reserve price instead of 1. This reserve price is set in consultation with an expert before the lot is approved for auction. Fill in yes if you want the bidding to start from the reserve price.

Pick up (optional)

Fill in yes if you want the buyer to pick up the lot. Otherwise you can leave the cell blank.

Shipping costs - Netherlands (optional)

Fill in the costs for shipping this lot. Please refer to this FAQ for more information.

Shipping costs - Europe (optional)

Fill in the costs for shipping this lot. Please refer to this FAQ for more information.

Shipping costs - Rest of World (optional)

Fill in the costs for shipping this lot. Please refer to this for more information.

Message to Expert (optional)

You can use this column to leave a message for the expert.

No. Both professional sellers and private sellers can sell items via the Catawiki platform. In general, if you sell goods or services in connection with your trade or business you are required to register for VAT purposes. Some countries apply exemptions or relief for small entrepreneurs. Please check with your tax advisor which rules apply to you. Sellers are always responsible for their own tax and legal position. If you do not have a valid VAT identification number but wish to register as a professional seller, we will ask you to provide alternative proof that you use Catawiki to sell lots in connection with your trade or business.

You can get updates about auctions and items that you're interested through setting up automatic notifications. This way you'll never miss out on your favourite lots or auctions. There are several different notifications that you can set up: - Follow an auction: By doing this, you will be updated every week when these auctions start and end. To follow an auction, go to the auction page and turn on the toggle 'follow this auction type' at the top left hand side of the page (under the auction name). Your followed auctions can be managed here.- Favourite lots: If you're interested in a specific lot in our auctions, you can make it a favourite. This way you can easily find it again on your favourite lots page. We'll also notify you when the lot is about to close. You can manage your favourite lots here.

- Auction alerts: If there is something specific that you're looking for, you can set up an auction alert. By doing so, when we find a lot that matches your keyword in our auctions, we'll send you a notification. Click here to change or remove your alerts.

The different lot statuses are as follows: Draft: you can write or modify the lot description yourself.Adjustments required: the expert has decided that changes to your lot description need to be made in order for your lot to be properly reviewed.Not approved: the expert has reviewed your lot and decided that it is not suitable for our auctions.Submitted: your lot has been submitted to the expert for review.Under review: the lot you are offering is being reviewed by the expert. In this stage, our experts will evaluate the lot and can either accept or reject the lot depending on its suitability for our auctions.Resubmitted: the expert provided feedback on your lot description and you made the adjustments required. You have now submitted your lot for the expert to review again.Approved: the expert has approved your lot to be included in our auctions. Your approved lot will be included in an auction as soon as possible.Planned: your lot is scheduled for auction. The date listed is the auction end date. Please consider that if a lot is scheduled for auction, this does not always guarantee it will be sold.Auctioned: your lot has been auctioned off but has not yet been paid for by the winning bidder.Payment received: the buyer has paid for the lot.Paid: you have been paid for your sold lot.Not sold: your lot was offered in an auction, however there was no winning bid placed. This can be the result of either the reserve price not being met, or that no bids were placed.Cancelled: your lot was sold at auction, however the sale was cancelled.

Yes, you can! In the final step before submitting your lot, you'll have the option to preview it. You'll be able to see your lot as bidders will see it, which is a great way to double check details and make sure everything looks good.

A CSV file can only contain text. So you'll need to make sure all product images are on an existing website. When adding the photo URLs, make sure to share public links of all photos applicable to the lot and separate the by a semicolon (;). Check our Category guidelines for the image guidelines per category and our guide on how to upload images using a third party solution.

Our auctions are carefully compiled by our experts. They decide what auction will best suit your lot. If you disagree with an expert's assessment, you can address this during the viewing days. The viewing days are the period during which sellers can give feedback regarding a particular auction, while that auction is not yet open for bidding. You will be informed of the start of the viewing days through an automated update.

Yes, you always have to send your lots by registered mail with confirmation of receipt, unless you can show proof that the lot cannot be sent by registered mail. Catawiki may require proof of delivery to the buyer such as the signature for the receipt and/or the Track & Trace delivery confirmation at the delivery location. Additionally, we highly advise that you insure your shipment.

We also highly recommended that you track the status of the order after you've shipped it. In case of delay or any other anomaly, please contact the buyer via your Catawiki order detail page. If the Track & Trace code is incorrect, you can now change it yourself. Simply go to > Orders and choose the relevant order. Click on Update and update the relevant Track & Trace code.

We recommend contacting the buyer as soon as we confirm that their payment has come through. From there, you can arrange pickup with the buyer. The buyer should pick up the car or motorcycle within 2 weeks of the auction closing date.