Rules of secure payment
To ensure the smooth operation of the 'Secure Payment' service, we have summarised the rules so that you can make the best use of buyer and seller protection.
What is 'Secure Payment' by Kleinanzeigen?
Secure Payment is a service provided by Online Payment Platform (OPP), offered on Kleinanzeigen.
The service is exclusively for consumers and enables secure transactions between buyers and sellers.
Sellers are verified by OPP.
The products sold are second-hand items.
There is no guarantee and no right of return.
Information about the condition of items and how it is defined can be found on the Kleinanzeigen website (e.g. when placing an advert).
We support buyers and sellers with conflict resolution if problems occur.
Products must always be shipped with insurance and tracking.
If a product is lost or damaged during shipping, the issue must be handled through the shipping provider’s insurance.
Both parties agree to our Terms and Conditions for the service.
Both parties accept any final decision made during our dispute resolution process.
The cost of the service is non-refundable.
Obligations for sellers when using the service:
Registering with OPP, including providing personal data, bank details for payout, and, upon request, proof of identity.
Providing an accurate description and representation of the listed product in the advert and photos (including any damage or signs of use).
Shipping with insurance and tracking, showing the buyer’s name and address as provided in the system.
Proper packaging of the product for shipping (e.g. bubble wrap, polystyrene) in a suitable shipping box.
Responding accurately and within 5 days to OPP’s information requests in the event of a dispute.
If required — especially when the item was not received — filing an insurance claim with the shipping provider within the appropriate timeframe.
Obligations for buyers when using the service:
Asking questions in writing before the purchase if anything is unclear, especially regarding condition or important product details; requesting additional images if needed.
Reporting any issues to OPP in time by submitting a problem report within 14 days of payment.
Responding accurately and within 5 days to OPP’s information requests in the event of a dispute.
Confirming receipt of the package promptly if it arrives in good condition. Once the buyer releases the payment, the transaction is considered complete, the seller is paid, and no further complaints can be filed.
The item may only be returned to the seller with OPP’s approval.
Filing an insurance claim with the shipping provider within the appropriate timeframe (especially for damaged packages). Individual delivery agreements with the shipping provider are excluded from buyer protection.
Providing personal data, including proof of identity, to OPP when requested as part of a problem report.
When does buyer protection from 'Secure Payment' apply?
If the seller does not despatch the item.
If the product significantly differs from the advert description and is not as described (e.g. defective, wrong colour, wrong size, counterfeit).
In case of a cancellation between buyer and seller.
When does buyer protection from 'Secure Payment' not apply?
The product shows normal signs of use (e.g. small scratches, minor wear and tear).
The product only slightly differs from the advert or listing on Kleinanzeigen (e.g. subjective measurements, slight colour variations).
Digital goods were sold (e.g. tickets, software, etc.).
The packaging is not original (unless explicitly agreed), but the product itself functions as intended.
The buyer installed, modified, repaired, removed parts from, or used the product for an unintended purpose.
The product is perishable (e.g. plants, food, etc.).
The buyer filed a complaint after accepting the product and releasing the payment.
Returning a product
In certain cases, a return may be required.
The buyer is responsible for the return shipping costs.
The return must be shipped with insurance and tracking, and the seller’s name and address (as provided in the system) must be visible.
The buyer must first submit a problem report and may only return the product after OPP has reviewed and approved the return.
By using the service, both buyer and seller agree to OPP’s Terms and Conditions. This means the seller is obliged to accept the return if OPP instructs it.
Upon request, the buyer must provide proof of identity to OPP in the case of a return.
