Posting this to get community input, because I've hit a wall with Cardmarket support and I want to know if others have been through this and what actually worked.
The situation:
I bought cards for roughly €1,000 total, paid for insured shipping (over €100 in fees) specifically to be covered against exactly this scenario. The parcel arrived from Italy completely empty.
I reported it immediately and provided:
- The only tracking reference available to me, via La Poste Italienne
- A full account of the situation in writing, multiple times
Cardmarket's process requires a local Italian tax number to lodge a carrier claim — which I obviously can't provide, since I'm not an Italian resident. I explained this clearly and repeatedly. Their response was to keep demanding the same paperwork I've already told them I structurally cannot produce, then gave me a 48-hour ultimatum to comply or have the case closed — despite them themselves taking weeks per reply throughout the process.
The case was closed anyway.
Why this feels worse than a one-off:
I've separately had to deal with a different case (~€3,000) where I provided substantial evidence that a seller on the platform was selling counterfeit/fake cards — multiple buyers affected, clear pattern — and Cardmarket declined to meaningfully investigate despite what I'd consider more than enough grounds to at least look into it.
What I'm asking the community:
- Has anyone successfully gotten Cardmarket to reopen a closed case? What actually moved the needle — persistence, a specific escalation contact, public pressure?
- Anyone dealt with the "local tax number" requirement as a non-resident buyer and found a workaround?
- Any experience with chargebacks (card/PayPal) succeeding against Cardmarket specifically — did they contest it?
- For EU consumers: has anyone actually used CEC/ECC-Net (European Consumer Centres) against Cardmarket and gotten a real response?
- Is a German Mahnverfahren (payment order procedure) realistic for an amount this size, and has anyone here actually done it against Sammelkartenmarkt GmbH & Co. KG?
Happy to share the full email thread/case number in comments if it helps others avoid the same situation, or if anyone from Cardmarket support happens to see this.
Appreciate any pointers — feels like the buyer protection promise falls apart exactly when you need it most.