It is possible that you have paid for a product but have not yet received it. Below, we explain what you can best do in this situation.

Make a selection below to indicate whether you used Buyer Protection or a Direct Payment Request.

• I used Buyer Protection

• I used a direct Payment Request WITHOUT buyer protection

Did you use Buyer Protection?

If you are experiencing a problem with your purchase, report it within 7 days after the payment via the purchase overview in the payment request within Marktplaats. This also applies if you see that the parcel will not be delivered within those 7 days.

• Important to know:
  If you do not submit a report within 7 days, the amount will automatically be released and paid out to the seller.

As soon as you submit a report in the purchase overview of your payment, the money is held. The amount remains blocked until the product is received and the issue is resolved.

Want to know more about submitting a report with Buyer Protection? Click here for detailed information.

Can OPP still help me if I didn’t submit a report within 7 days?

If you did not submit a report within the 7 days, the funds have been paid out to the seller. However, that does not mean we no longer want to receive a report. All reports (even after 7 days) are logged under the seller’s account. In most cases, we will still contact the seller to try to resolve the issue between buyer and seller.

Did you use a direct Payment Request (without Buyer Protection)?

With a direct Payment Request without Buyer Protection, the payment is paid out directly to the seller. Follow the steps below if you encounter a problem:

• Contact the seller
  Use the chat function within Marktplaats, where you also completed the payment, to get in touch with the seller. Try to resolve the issue together.

• Submit a report to OPP
  To keep Marktplaats safe, we appreciate receiving a report if the seller has not kept to the agreements or is no longer responding. We log these reports and, in case of multiple reports, we can block the seller. Unfortunately, we can no longer reverse the payment. You can submit a report to OPP here.