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# Am I protected as a seller?

Yes. On Opla, the buyer's payment is held securely throughout the transaction: the money is only released once the sale is confirmed, and you are never left alone with a delivery problem.

**My parcel was shipped but never arrived**

If the tracking shows that you did drop off your parcel, you have done your part. We open a claim with the carrier and the money from the sale stays secure during the investigation. If the parcel is eventually declared lost, the buyer is refunded and you receive compensation in your wallet. Carrier investigations can take several weeks; we get back to you as soon as we have an answer.

**The parcel is lost: am I compensated?**

Yes. The buyer is refunded and you receive compensation in your wallet, **up to €20**, whatever the carrier. This is the guarantee set out in our terms and conditions. You have nothing to do with the carrier yourself: the claim is our responsibility.

**The buyer refused the parcel on delivery**

Between private individuals, the buyer has no right of withdrawal: they cannot simply change their mind. They can only open a dispute within **48 hours** of receipt, stating their reason. While the dispute is open, the money stays secure: it is neither paid out nor refunded. We review the evidence from both sides before deciding, and we tell you how to get your item back if the return is justified.

**A dispute has been opened on my sale: how do I defend myself?**

You are notified as soon as a dispute is opened. You can give your version and share your evidence — photos of the item before shipping, of the parcel, of the shipping label — directly in the conversation. During the review, the money is neither paid out nor refunded: it stays secure. If the dispute is settled in your favour, the amount is credited to your wallet.

Important: a listing whose photos are **generated solely by artificial intelligence** does not protect you in the event of a dispute. At least one real photo of the item must appear in the listing.

**I am a professional seller: can I refuse a return?**

No. As a professional seller, your buyer has a **15-day** right of withdrawal from delivery, including on a personalised or made-to-order item. Return shipping is at their expense and you refund once you have the item back. This is also why money from your sales is credited to your wallet after 15 days, rather than within 48 hours as for a private seller.

**Our best advice**

Photograph your items and your parcels before shipping, and keep your proof of drop-off: that is what protects you best in the event of a dispute or a lost parcel.