Being a seller on Cardmarket comes with some obligations. Above all, your goal is to keep your buyers happy. To that end, here are some guidelines about how to do just that. This guidelines are broken down into four major points:
It is very important that you list your article on the correct page. Most trading cards have multiple different versions (different editions, promos, etc.). It's essential that you never list a card on the wrong page. For example, listing a Release Promo as a regular foil with the comment "Release Promo" is not acceptable and will lead to serious problems should you sell the card.
Basically, there should be little to no need to use the comment part as most of the important information can and should be set by the selling options. Still, there are some cases where you need to provide additional information. For example:
If you need to provide additional information on an offer, please make sure to be as precise as possible. You should remember that not all buyers are long-time collectors or player, so they might not know all of the shortcuts and abbreviations you use. Also please keep in mind that Cardmarket is an international marketplace, so you should publish any and all comments in English.
We have published an extensive guide on how to grade your cards. Grading is not a hard science though, so there may be corner cases. Here are two rules that should help you properly grade your cards:
On Cardmarket, there are two types of information used to describe your offers: "machine-readable" and "free text." The "machine-readable" information contains: Name, Set, Language, Grading, Foil, Playset, Signed, and Altered.
This data may not, under any circumstances, be overridden or modified by a comment, so you may not offer:
When it comes to grading, you should be strict and note that a NM card is only NM if the front and back are NM. A card with comment "NM/EX" cannot be listed as NM but only as EX.
A Playset consists of four identical cards (i.e. same set, language, grading, etc.). You may not list a playset if the cards are not identical. Please simply list them one by one then.
Please make sure that you have packed all of the purchased cards before shipping the order. Little else is more frustrating for a buyer than receiving an order with cards missing. If this happens, it means that both of you potentially lose both time and money ensuring that the buyer receives the correct item. If you should find out during preparation that a card is missing, do not ship the order. Instead, contact the buyer. Maybe he would rather cancel the order altogether than receive it with one card missing.
The general rule is: If a card is missing from an order, all costs necessary to fix the situation (to have the buyer receive the missing cards) will have to be paid by the seller.
This is very similar to the previous point: Please make sure you have exactly what the buyer has bought. So please make sure that all the details of the articles are correct (expansion, language, 1st edition). You don't know the buyer's preferences, so even if you think that the expansion doesn't matter because the card "does the same thing," the buyer might not think this, as he might be purchasing it to complete his playset of four identical cards. As a result, if any part of the order is not what was agreed upon, do not ship the order. Instead, contact the buyer. Any costs resulting from you shipping the wrong cards (like return shipping costs or additional costs for the buyer to buy the right card) will to have be paid by the seller.
If there is any problem (missing card, card from a different edition, grading that might be a little too optimistic), you need to contact the buyer before you ship. Little else is more frustrating for a buyer than receiving an article he did not order. As you, the seller, will have to pay all costs resulting from this error, you're doing yourself a big favor by not sending out any order that contains incorrect articles.
When shipping an order, you need to make sure that you get the buyer's address correct. Please make sure not to leave out any information. It's much better to double-check the address. As if you don’t, you'll probably find yourself having to deal with a lost letter just because you forgot the second part of the house number or inverted two numbers in the post code.
Also, you need to make sure that you include a valid return address (i.e. your address). If, for any reason, the letter cannot be delivered (this could be the buyer providing the wrong address, you providing the wrong address, or even a mistake by the postal service), the letter will be returned. This will only happen, however, if you put a return address on the letter. Letters without a return address will be discarded. Also, a return address will help the buyer identify the correct Cardmarket shipment. There are professional buyers who have dozens of orders coming in at any given time, so without a name on the envelope, there's little chance that they'll be able to identify which Cardmarket shipment was yours, heavily delaying arrival confirmation.
As a seller, you are responsible for completing your orders to your buyer's satisfaction. Even if you are careful and followed all of the above guidelines, there still might be a problem with a card you sent. This is where customer service is very important. And the most important part is to reply to any buyer's message in a timely manner. Little is worse than contacting a seller because he made a mistake, only to find that the seller isn't replying. It will feel to your buyer as though you don't care about the orders you ship out. Don't do this.
As a seller, you should usually reply to buyers' messages within 24 hours. Occasionally, it may take longer, but as a rule of thumb, replies that take longer than two working days are not acceptable. Please note that simply turning down your buyer ("Hi, I'm sorry but one card was missing in my order with you?" - "No, it's not") is not an acceptable answer. You should always try to compromise and find solutions for problems that arise. And if you cannot come to an agreement with the buyer, then you should contact our customer support, explain the situation, and ask for guidance or mediation. That's what we're here for.
Please note that we sanction sellers that do not reply to issues reported by their buyers.
When communicating on Cardmarket, please make sure that you are polite and use proper language. Consider taking a few extra seconds to start your message with a personal greeting to the buyer. This makes communication much easier for all involved parties. Good communication is key to solving issues. You would not believe how many small conflicts escalate to big problems just because people use improper or offensive language.
Cardmarket is a European marketplace. We have users from many different countries. So, it is very likely that you will have buyers from other countries. If selling internationally on Cardmarket, communication should be done, by default, in English. You cannot reply to a foreign user in your mother tongue, just as he cannot expect you to read an answer in his language. Thus, English is the way to go.
Over the years, we have seen many issues arise from plain old misunderstandings. There have been cases where both the buyer and the seller were offering the same solution to their problem (they agreed with each other), but their poor ability to communicate in English meant they just couldn't understand each other.
This is also why we heavily discourage the use of Google translate or other machine translators. If your English isn't good enough to have a normal conversation that might arise in a sale on Cardmarket, you should opt out of selling to other countries in your "selling options." If you still encounter a language barrier with another user, please contact our Customer Support and let us mediate.
If your buyer contacts you to complain that articles are missing, the first thing to do is double-check your stock. Our experience shows that the most common reason for missing cards is simply that the seller forgot to ship them. If you find the card, you can discuss with the buyer whether you might ship the cards in a separate shipment (you will have to pay additional shipping costs) or whether a refund would be better. If you cannot find the card, then a refund is usually the fastest solution.
Please note: If a card is missing, the buyer might have higher costs if he has to buy the card from another seller (the card price may have changed but most of the time, he will have to pay additional shipping costs). Those extra costs will have to be paid for by you, the seller. Therefore, please make sure that you never ship out incomplete orders!
This is the most common but also the "trickiest" issue occurring when selling used trading cards: There are so many cards out there that you might occasionally get the edition or language wrong. Also, used cards need to be graded and, alas, grading has some slight "subjectivity" to it, so grading issues will happen to many sellers at some point in their career.
Given the subjectivity involve, most of these problems will have to be discussed and solved between the seller and buyer. Still, here are some best practices as a seller:
So, if you receive a complaint, please don't turn the buyer away. Instead, listen to his problem and try to find a compromise. If this isn't possible, please contact Customer Support and let us mediate.
Sometimes there is no other option that to "rewind" the entire transaction, i.e. to have the buyer send back the entire shipment back to the seller in order to get a full refund. Currently Cardmarket offers no "built-in" return function, thus this has to be done "manually." Here are some guidelines:
If you have agreed on a return (and of course if you cannot come to an agreement), please inform Cardmarket about it. A simple "Cards X, Y and Z are going to be returned because the was an issue" is enough here, but we need to be informed so that we can assist you.
If your order used the trustee service, the money is probably still with Cardmarket. In this case, you might just send the buyer a refund for the shipping costs and have him return the card to you. Once you receive the card, you may issue a further refund for the article value. Only then should the buyer confirm arrival, closing the transaction.
If the buyer had already confirmed arrival and thus the shipment has been "closed" and the money paid to you, please contact our Customer Support for some guidance about how to handle the return.
In the case of refunding smaller orders that don't use the trustee service, we suggest that the seller refunds the "shipping + article value" upon receiving the merchandise from the buyer unless the seller agrees to refund the buyer upfront. The shipping method used by the buyer should be identical to what you used for shipping so as to offer the same amount of security while keeping costs low. Please make sure the buyer is happy with your suggested refund method and keep an open line of communication with the buyer during the refund process.
If you have any questions not covered in the above guide or are having any issues not mentioned above with your orders, please contact our Customer Support when you're able to so that we can help resolve your order issues.