The Digital Services Act provides opportunities to request the review of the moderation decisions that online platforms take about content and user accounts.
Below are some of the options that may be available if you are not satisfied with the decision Wallapop has taken as to whether content is illegal or incompatible with our terms and conditions, including any notice and action reports for illegal content you have made through the form accessible here.
Internal Appeals
You can appeal moderation decisions where Wallapop has:
- removed your content, or
- deactivated your account
Appeals are also available to those who report illegal content at Wallapop through the available form and are not satisfied with Wallapop's decision. For example, if Wallapop decides not to take any action in response to your report.
Important information about the Internal Appeal System:
Below are the rules on how Wallapop handles internal appeals:
Until when can I submit an Appeal?
You can submit an appeal up to 6 months after the date we notified you of the decision that you want to appeal. Please bear in mind that, after this date, you will not be able to appeal the decision.
How many times can I appeal a decision?
You have the right to appeal each decision to Wallapop only once.
If we decline your appeal, remember that due to the Digital Services Act, you will have the option to seek for an Out-of-Court Dispute Resolution Body or seek Judicial Redress (see below).
Please bear in mind that, in line with the Digital Services Act, Wallapop may suspend the ability of individuals to submit further appeals for a reasonable period of time if such individuals abuse of the process by submitting more than one appeal clearly unfounded.
Which information should I provide in my appeal?
In the form, we will request information about you, the decision you want to appeal and the reasons why you disagree with Wallapop’s decision.
Please, it is very important that you provide us with the specific reasons for which, in your opinion, Wallapop’s decision is incorrect. Remember that you will only have one chance to appeal the decision, so be thorough and detailed about your reasons!
In the form, we have enabled the possibility of attaching documents or images that may be useful in your appeal. For example, in case of a listing banned for counterfeit or non original products, we would need a photo of the purchase ticket of the product.
Additional rules:
Abusive or inappropriate language: Please be respectful when submitting your appeal. If an appeal contains abusive or inappropriate language, we may reject it.
How to appeal a decision?
If you disagree with our decision, you can appeal reaching us through the form available at the end of this page.
Warning: Remember that this for can only be used to request the review of decisions taken by Wallapop regarding:
- The deactivation of an account for content moderation reasons,
- The deactivation of a listing published in the platform due to content moderation, or
- A decision not to take action on a report of illegal content on our platform under the regulations of an EU country that you have sent us via the form available here.
Please, review our Community Guidelines where you can find information about the listings and behaviors that are forbidden.
Find below information about all the fields that you will need to fill in to send your appeal:
- Email address. You shall indicate the email address linked to your Wallapop account. Remember that we will contact you through this email address to inform you about the outcome of your request.
- Which decision do you want us to review?: Indicate the decision you wants us to review:
- My Wallapop’s account has been deactivated due to moderation reasons.
- A listing that I have published has been deactivated due to moderation reasons.
- I have reported illegal content in the European Union and my report has been rejected.
- Please provide more information about your request:
-
- If the decision you wish to have reviewed is the deactivation of a published listing, please indicate below the ID number of the listing.You can obtain this information in the message where we have notified you of the deactivation of your listing.
- If the decision you wish to have reviewed is the rejection of a report of illegal content, please indicate below the ID number of your report. You must use the ID number that was provided to you when you submitted your report in the acknowledgement message for your report.
- Please indicate, in the "Description" section, the reasons why you consider that the decision taken by Wallapop is incorrect. Please note that you must state specific and precise facts that are supported by sufficient evidence to show that the decision is incorrect.
- Attach files. You will be able to attach files that may be relevant for your appeal.
We inform you that Wallapop, S.L., as the data controller, will process the data contained in the form for the purpose of handling your report about illegal content published on Wallapop. You can obtain more information about how we will process your personal data, as well as the way in which you can exercise your data protection rights, in our Privacy Policy.
Out-of-court dispute settlement and judicial redress
The Digital Services Act allows individuals, alternatively or in addition to the Appeal System, to select out-of-court dispute settlement bodies certified by a Digital Services Coordinator to resolve a dispute relating to such a decision.
You can find the complete list of certified out-of-court dispute resolution bodies in the following link here.
Wallapop will collaborate with the selected certified out-of-court dispute settlement body in line with the Digital Services Act with the objective to resolve the dispute.
Please note that you also have the option to seek for judicial redress by pursuing a claim with a competent court.