Conflicts cannot always be prevented. However, clear agreements, careful handling and recognising warning signs in good time can significantly reduce the risk.
Where possible, communicate through suchen.expert
Use the suchen.expert messaging function for important questions and agreements. This keeps the conversation history, agreements and any subsequent changes traceable in one place.
If you also speak by phone or make arrangements in person, briefly summarise the key outcomes in the chat afterwards and ask for confirmation of important points. Further guidance is available in the article How can I communicate effectively and transparently on suchen.expert to avoid misunderstandings and create a trustworthy user experience?
Agree on all essential terms
Before making a payment, handing anything over or providing a service, clarify exactly which item or service has been agreed. For an item, its condition, any known defects, accessories and the scope of delivery should be described clearly. For a service, it should be clear which work is included in the price.
Also agree on the total price, any additional costs, the payment method, delivery or collection terms, dates and deadlines and, where applicable, return or cancellation conditions. Record who will pay dispatch or other ancillary costs. Changes should not be made only verbally, but should also be confirmed in the message history.
Choose a payment method appropriate to the transaction
The appropriate payment method depends, among other things, on the value, the nature of what is being provided, whether there will be an in-person handover or dispatch, and the level of trust between the people involved. Before paying, find out about the costs, time limits, chargeback options and conditions of the payment method concerned.
If a payment service provider offers a protection scheme, check its requirements and exclusions. Terms such as ‘buyer protection’ or ‘seller protection’ do not mean that every transaction is covered or that a refund is guaranteed.
Payment in advance is not automatically a sign of fraud, but it may pose an increased risk to the person making the payment. You should therefore check particularly carefully whether the information is plausible, what evidence is available and what options exist if delivery or performance does not take place. Do not allow yourself to be pressured into paying immediately.
If you are selling something, do not rely on emails, screenshots or an alleged payment confirmation. Before dispatching or handing over an item, verify that payment has actually been received using only the official access provided by your bank or payment service provider.
Further guidance is available from the Police Crime Prevention Service on advance payment fraud and the Consumer Advice Centre on the conditions and limits of buyer protection.
Check the offer, the item and the documents
Read the entire advert and check whether the description, price, images and information provided by the user are consistent. Ask questions if anything is unclear, information is missing or the conditions are unusual.
Where possible, inspect an item before handover in a safe environment and without putting yourself or others at risk. Compare it with the description and ask to see any documents that were promised. For high-value or technical items, or items that particularly need to be checked, an independent expert inspection may be advisable.
Documents, invoices, photographs and profile information can help with an assessment, but do not in themselves provide reliable proof of authenticity. Reviews and other profile information are also only individual indicators. They reflect personal experiences and guarantee neither a user’s identity nor the successful outcome of a new transaction.
Make in-person meetings safe
Where possible, choose an easily accessible, busy and sufficiently well-lit place and a suitable time of day for an in-person handover. Tell someone you trust the meeting place and the planned time period. For valuable items or larger sums of money, it may be advisable to take someone with you.
Not every handover can take place in a public place. If collection from a private or remote address is necessary, adapt the safety precautions to the situation. End the meeting if the location is changed at short notice without a plausible reason or if you feel uncomfortable.
Protect personal data and login details
Disclose only personal information that is necessary for the specific communication, payment, delivery or handover. Do not send unnecessary copies of identity documents, complete payment documents or private documents.
Never share your password, PIN, TAN, confirmation code or other login details. This also applies if another person claims to need the information for a payment, verification, refund or security check. Open links and files only if their origin and purpose are clear.
Further guidance on protecting your accounts is available from the Federal Office for Information Security.
Keep agreements and evidence
Save the advert ID, the link and title of the advert, the relevant message history, and payment, dispatch and handover confirmations. For an in-person handover, a simple receipt containing the essential details may be helpful.
Keep original files and original confirmations, and do not alter relevant evidence. Detailed guidance is available in the article How can I ensure that all important information and communications relating to transactions and interactions are correctly documented?
Take warning signs and time pressure seriously
Possible warning signs include contradictory information, unusually intense time pressure, constantly changing conditions, a refusal to answer reasonable follow-up questions or allow an agreed inspection, and requests to disclose login details or confirmation codes. Caution is also advisable if payments or refunds are to be processed through people or accounts that were not agreed, or through unusual channels.
A single warning sign does not automatically prove fraud. However, pause the transaction if key points remain unresolved. Verify the information independently and do not make any further payment until you can make sense of the situation.
Report problematic content or transactions
If an advert may be unlawful, misleading or abusive, use the ‘Report a problem’ function. Instructions are available in the article How can I report a problem with an advert?
For general questions or problems where the advert cannot be accessed, the contact form is available. The applicable rules and possible measures in the event of breaches are described in the General Terms of Service.
If you suspect fraud, have already initiated a problematic payment or face an imminent danger, you should also contact your bank, payment service provider or the competent authorities promptly.
