manoe

Transactieregels

Betalingen, verzending en terugbetalingen

Deze regels leggen uit wat er gebeurt vanaf het afrekenen totdat de verkoper is uitbetaald.

Van wie je koopt

The sale is between the buyer and the seller. Manoe provides checkout, order records, shipping tools and dispute handling. Mollie processes the payment.

A private seller is not a trader. The statutory 14-day change-of-mind withdrawal right does not apply to a private sale. A professional seller is a trader, so consumer rights, including the statutory withdrawal right and legal conformity rights, may apply.

Betaling

  • Pay only through Manoe. An order is confirmed after Mollie confirms the payment.
  • The checkout total is the agreed item price plus the selected PostNL shipping option.
  • Accepting an offer does not create a paid order. The buyer must still complete Manoe checkout at the accepted price.
  • If checkout fails, expires or is cancelled before payment, no paid order is created and the listing is released.

Verzending

  • The seller must hand the parcel to PostNL within five calendar days after payment. The order shows the exact ship-by date.
  • The seller must use the label linked to the order, package the item appropriately and keep proof of dispatch.
  • After the ship-by date, the buyer can report a late shipment. After dispatch, tracking and the carrier record are considered during a non-delivery claim.

Annulering en herroeping

Before dispatch, a seller can cancel a paid order and start a full refund. A buyer purchasing from a private seller cannot cancel only because they changed their mind; they can ask the seller, but the seller does not have to agree.

A consumer buying from a professional seller can use the visible Withdraw from purchase action before dispatch and for 14 days after delivery, without giving a reason. After dispatch, the payout is held while the return is arranged.

For a change-of-mind return, the buyer normally pays return postage. The professional seller must reimburse the item and the original standard delivery cost, but may wait until the item is returned or proof of return is supplied. Different rules apply when an item is faulty, damaged or not as described.

Bestelproblemen en bewijs

Do not confirm receipt if the parcel has not arrived or the item is damaged, counterfeit, wrong or materially different from the listing. Open an issue from the order and describe the problem.

Keep the item, packaging, label, photos, tracking information and messages while the issue is reviewed. Manoe may ask both parties for evidence. Opening an issue places any unpaid seller payout on hold.

Manoe records one reasoned outcome for both parties: refund the buyer or complete the order in the seller's favour. Any payout still follows the applicable withdrawal and verification holds. Statutory rights against a professional seller are not reduced by this platform process.

Terugbetalingen

  • Accepted cancellations and refund decisions are sent back through Mollie to the original payment method.
  • Manoe records when a refund is started. Mollie and the buyer's bank control the processing time.
  • A refund can be queued while the Mollie balance is insufficient and can fail if, for example, the receiving account is closed. Manoe will not label it completed before Mollie confirms that status.
  • A bank or card chargeback is a separate payment-provider process. Contact Manoe first and do not seek a duplicate refund for the same amount.

Uitbetalingen aan verkopers

  • Manoe keeps 5% of the item price, with a minimum fee of €0.40. Shipping is excluded from the seller payout.
  • A private-sale payout is created after the buyer confirms receipt. A professional-sale payout remains unavailable until the 14-day withdrawal period ends.
  • Verification must be approved before money is sent. Open disputes, withdrawals and compliance reviews hold the payout.
  • The payout page shows whether an amount is in the withdrawal period, held, awaiting verification, pending or paid.

Hulp en wettelijke rechten

Use the order chat first so the other party can respond. For payment, refund, delivery or payout questions, contact Manoe support. For safety or prohibited-product concerns, use the listing report process.

These platform rules do not replace rights that cannot legally be excluded. Professional sellers remain responsible for their consumer-law obligations.

Version 2026-07-23.