FAQ — Frequently Asked Questions Toveria

Version 2.0 — June 2026
European BtoC, CtoC, CtoB and BtoB Marketplace — Selling from Europe to the world

🗂️ Table of Contents

1. Account & Registration
2. Account Types and Transactions
3. Selling on Toveria
4. Buying on Toveria
5. Payments & Financial Security
6. Shipping & International
7. Customs & Import
8. Offers & Negotiation
9. Lots
10. Reviews & Ratings
11. Pro Subscriptions
12. Boost & Promotion
13. Referral
14. Professional Account, Taxation & DAC7
15. BtoB Transactions
16. Security & Reports
17. Personal Data & GDPR
18. Mobile App, Theme & Notifications
19. Contact & Support
20. AI Assistant & Automatic Description
21. Languages & International Display

1. Account & Registration

Who can register on Toveria?

• Sellers: any adult individual (18 years minimum) or business established in the European Union (27 Member States). Professional sellers must provide a SIRET number or equivalent European identifier.
• Buyers: any adult anywhere in the world, provided the seller offers shipping to their country.

Can I have multiple accounts?
No. One account per person. Creating multiple accounts results in suspension of all accounts involved.

How do I delete my account?
From Profile → Settings → Delete my account. Deletion is permanent. Data is deleted according to legal retention periods (transaction data retained for 10 years in accordance with the Commercial Code).

I forgot my password. How do I recover it?
Click "Forgot password" on the login screen. An OTP code will be sent to your email. Check your spam folder if you don't receive it.

Can I change my email or phone number?
Yes, from Profile → Edit profile. OTP verification is required to confirm the change.

Is my date of birth mandatory?
Yes for Personal accounts. It is collected to verify majority and for DAC7 compliance (mandatory European tax directive since 2024).

2. Account Types and Transactions

What is the difference between Personal and Professional accounts?

What types of transactions are possible on Toveria?

• CtoC: between two individuals
• BtoC: professional sells to a consumer (right of withdrawal applies)
• CtoB: individual sells to a professional (no right of withdrawal for buyer)
• BtoB: between two professionals (specific conditions, VAT invoicing)

What does "buyer" or "seller" mean on Toveria depending on my account?
Regardless of your account type (personal or professional), you can be a buyer or seller on Toveria. Your account type determines your legal obligations and the rights of your counterparty.

3. Selling on Toveria

How do I post a listing?
Click "Sell" in the navigation. Follow 7 steps: anti-counterfeiting certification, photos & video, title and category, description, price, shipping, summary. Publication is immediate.

How many listings can I publish?

• Individuals: unlimited, no subscription required
• Professionals: without subscription → limited access; with Starter (€5/month) → 50 listings; with Business (€15/month) → unlimited

Can I offer an item for free?
Yes, check the "Free gift" option. Toveria service fees do not apply to free gifts.

From which countries can I sell on Toveria?
Selling is reserved for sellers established in the European Union (27 Member States). If your profile address is not located in the EU, you cannot publish a listing (neither manually nor by file import). If you move your address outside the EU, your existing listings are automatically hidden — without being deleted — and reappear as soon as you restore an address in the EU. Buying remains open worldwide.

I am outside the EU: why are payment activation and certain settings locked?
Because selling is reserved for sellers established in the European Union, seller-specific features remain disabled as long as your profile address is not located in the EU: payment activation (bank account configuration via Stripe) is locked, the activation banner is hidden, and the "Carriers" and "Kbis Extract" tabs in settings do not appear. Everything becomes accessible automatically as soon as you restore an address in the EU.

How do I import multiple listings at once?
From the Sell page, "Import file" tab. Prepare a ZIP file containing an annonces.csv file and photos. The CSV template is downloadable. This feature is available to individuals and Business-subscribed professionals.

What items are prohibited from sale?
Counterfeits; weapons, ammunition and explosives; drugs and illicit substances; prescription medicines; protected species (CITES); human organs and biological materials; forged documents and counterfeit currency; stolen or receiving stolen goods; personal data of third parties, hacked accounts or hacking tools; paid sexual services; items or content that is hateful, extremist or terrorist; cultural goods under export restrictions; items under embargo or international sanctions. Any content involving a minor is absolutely prohibited and reported to authorities. Full list in the Terms of Service (Article 4.2).

How do I pause my shop when I'm away (vacation mode)?
Activate 🏖️ Vacation mode from Account → My choices. All your listings are then hidden everywhere — search, home, recommendations, similar listings and your public profile — except on your own profile, where you continue to see and manage them. You retain all your other capabilities: process your current orders, buy, follow, like, block… Nothing is suspended on your end. To reopen your shop, simply deactivate vacation mode: your listings reappear immediately.

4. Buying on Toveria

I am a buyer outside the European Union. Can I buy on Toveria?
Yes, if the seller has activated international shipping to your country. Your payment is processed in euros via Stripe. Customs duties and import taxes may apply in your country (see Customs section).

How do I buy an item?
Click on the listing, then "Buy". Select the shipping method, enter your address, and proceed to secure payment. Funds are held by Toveria until confirmation of receipt.

What should I do if I don't receive my item?
Contact the seller first via Toveria messaging. If no satisfactory response within 48 hours, contact support@toveria.com with your order reference. Toveria can block the seller's funds while resolving the issue.

Can I cancel a purchase after payment?
If the item has not yet been shipped, contact the seller immediately. If the seller is professional, you have a right of withdrawal of 14 to 30 days from receipt (BtoC). For purchases from individuals, cancellation depends on the seller's agreement.

5. Payments & Financial Security

What payment methods are accepted?
Credit card (Visa, Mastercard, American Express). Card registration possible for future purchases in one click. Payments are processed in euros.

Is my payment secure?
Yes. All payments are processed by Stripe (PCI DSS Level 1). Toveria never sees your banking data. Strong authentication (3D Secure) is applied in accordance with PSD2.

What are Toveria service fees?

Fees are charged to the buyer. The seller receives 100% of the advertised price.

How much does the seller receive?
100% of the advertised price for their listing. Toveria does not take any commission on the seller amount.

Can I pay in my local currency?
Transactions are denominated in euros. If your card is in another currency, Stripe performs the conversion at the current rate. Any exchange fees depend on your bank.

When is the seller paid?
After confirmation of receipt by the buyer. In the absence of confirmation, funds are released automatically, from shipment, after 21 days (individuals) or 21 days + withdrawal days (professionals). The transfer then takes 2 to 5 business days.

Why can my payment be blocked for "compliance verification"?
Before each payment, Toveria performs automatic compliance filtering: the parties are compared against international sanctions lists (OFAC, UN, EU…) via the independent service OpenSanctions. If a match is detected — or if the transaction involves a country under embargo — the operation is blocked, in accordance with our obligations to combat money laundering and terrorist financing (AML/CFT). This check only applies to identity data strictly necessary. If you believe a block is unjustified (a name similarity, for example), contact support.

6. Shipping & International

What carriers are available?
Mondial Relay, Colissimo, Chronopost, Relais Colis, DPD, GLS, Colis Privé, UPS, DHL, FedEx, TNT. Availability depends on the seller's choice. Some carriers offer international shipping.

Is international shipping available?
Shipping within the European Union is always possible. For a destination outside the EU, it is only possible if the seller has activated the "🌍 International Shipping" option on the listing. Sellers are established in the EU and, when they activate this option, can ship worldwide. International carriers include DHL, UPS, FedEx, TNT, Colissimo, Chronopost.

Why don't any carriers appear for my address outside the EU?
Because the seller of that item has not activated international shipping (outside the EU). You can then: choose a delivery address within the European Union, opt for hand delivery if the seller offers it, or contact them via messaging. For a lot, shipping outside the EU is only possible if all items in the lot allow it.

Seller: how do I activate or deactivate shipping outside the EU?
At the "Shipping" step of your listing, via the "🌍 International Shipping" option (enabled by default). If you disable it, your item remains deliverable everywhere in the EU and by hand delivery, but not outside the EU by mail.

I am a buyer outside the EU. Who pays customs duties?
Customs duties and import taxes in your country are always your responsibility (buyer), unless otherwise explicitly stated in the listing. Check with your local customs before buying.

Can a seller offer free shipping?
Yes. Some sellers activate the "🎁 Free shipping" option. Shipping is then covered by the seller.

Is hand delivery possible?
Yes, if the seller offers this option. Free. Coordinate via Toveria messaging.

What should I do if my package is lost or damaged?
Contact the seller first, then the carrier with the tracking number. If the problem persists, contact support@toveria.com. Keep photos of the damaged packaging.

What destinations are not served?
Certain destinations are not served by Toveria: neither registration nor shipping are available there. These are: Afghanistan, Belarus, North Korea, Cuba, Haiti, Iran, Libya, Mali, Myanmar, Nicaragua, Central African Republic, Russia, Somalia, Sudan, South Sudan, Syria, Venezuela, Yemen and Zimbabwe. These countries do not appear in selection lists at registration time, and no order can be shipped there. This list is subject to change.

7. Customs & Import

What is a CN22 or CN23 form?
These are mandatory customs declarations for international shipments outside the EU:

• CN22: for packages valued below €300 (small format)
• CN23: for packages valued above €300 or over 2 kg

The seller is responsible for completing them correctly with the real market value.

Does my country impose import taxes?
This depends on your country. Generally:

• EU → EU: no customs duties (single market)
• Europe → UK: duties apply (Brexit) if value > £135
• Europe → USA: customs exemption up to $800 (de minimis)
• Europe → Canada: exemption up to CAD 20
• Europe → Australia: GST tax on all shipments since 2018

Always check with your local customs authority.

Can I import any type of item into my country?
No. Some items are subject to import restrictions or prohibitions depending on the country (food products, plants, medicines, cultural objects, weapon replicas, etc.). It is up to the buyer to verify the legality of importing into their country before buying.

Can the seller undervalue the package to reduce customs duties?
No. Customs undervaluation is a criminally sanctionable fraud in most countries. Toveria prohibits this practice. Sellers are required to indicate the real market value on customs declarations.

I am a buyer outside the EU: is VAT included in the price?
For orders outside the EU:

• If the seller is registered in the IOSS scheme and the order is < €150: VAT may be included and collected at sale
• In other cases: your country's local VAT applies to import (collected by customs or your carrier)

8. Offers & Negotiation

Can I make an offer below the advertised price?
Yes, if the seller has enabled receiving offers. Click "💬 Make an offer" to propose your price. The seller can accept, refuse or counter-offer.

Does an accepted offer commit me to buy?
Yes. An accepted offer creates a purchase obligation. A secure payment link is generated in the conversation. If payment is not made within the specified time, the offer expires.

9. Lots

What is a lot?
A lot allows you to buy multiple items from the same seller in a single transaction, with an automatic discount according to tiers defined by the seller (from 5% from 2 items to 20% and more).

Is there a limit to items in a lot?
No. No maximum limit.

10. Reviews & Ratings

When can I leave a review?
Only after a completed transaction. One review per transaction.

Can a seller delete a negative review?
No. Toveria only removes reviews in case of proven violation (defamatory review, fake review, off-topic). The DDADUE law (2023) prohibits fake reviews.

11. Pro Subscriptions

Who are Pro subscriptions for?
Only Professional accounts (SIRET required). Individuals have access to all standard features without subscription.

What is the difference between Starter and Business?

Can I try for free?
The Starter plan offers 3 months free trial with no commitment. No card required during trial.

How do I cancel?
From Profile → Settings → My subscription → Cancel. Access is maintained until the end of the current period.

12. Boost & Promotion

What is a boost?
A boost displays your listing at the top of results and on the home page with the 🔥 Top badge. Available to all sellers, with or without subscription.

How much does a boost cost?

• 7 days: €1.99
• 30 days: €4.99

Can a boost be refunded?
No. Boost fees are non-refundable in all cases (listing deletion, account suspension, item sold during boost). Only exception: proven technical error on Toveria's side.

Does the Business plan include automatic boosts?
Yes. Every Monday, an active listing is automatically boosted for 7 days (the listing with the most favorites).

13. Referral

How does referral work?
Share your link from Profile → Settings → 🎁 Referral. When a friend signs up and publishes their first listing or makes their first purchase, you both receive a 7-day boost for free.

Are there reward tiers?

• First listing by referral → 7-day boost free
• First purchase by referral → Additional 7-day boost
• 3 active referrals → 1 month Business free
• 10 active referrals → 3 months Business free (anti-fraud verification 48h)

14. Professional Account, Taxation & DAC7

What is the DAC7 directive?
The DAC7 directive (applicable since 2024) requires platforms like Toveria to report annually to the tax authority sellers exceeding 30 transactions or €2,000 in annual revenue. This report is transmitted to the DGFiP in France.

Is my VAT number verified?
Yes. Toveria automatically verifies via the VIES API of the European Commission at registration and from profile settings.

Can I sell with my VAT if I am in another EU country?
Yes. Toveria accepts VAT numbers from all EU Member States. The applicable VAT depends on the tax regime of the transaction (seller's country, buyer's country, B2B or B2C nature).

Does Toveria transmit my data to the tax authority?
Yes, only if you exceed DAC7 thresholds (30 sales or €2,000/year). You will be informed before any transmission.

I am a professional. What rights do my consumer buyers have?
Right of withdrawal of at least 14 days (freely extended by the seller), legal guarantee of conformity (2 years), protection against unfair terms. This information is displayed on your public profile.

Can my payments be suspended?
Yes. If you reach DAC7 thresholds (30 sales or €2,000/year) without a valid tax ID, your payments are suspended until regularization: orders continue normally and held funds are transferred to you as soon as your tax ID is entered. Incomplete identity verification (KYC) can also block payments.

15. BtoB Transactions

How does BtoB purchasing work on Toveria?
If you are a professional buyer (Pro account) purchasing from a professional seller:

• A compliant invoice is automatically generated with the tax data of both parties
• VAT is calculated according to intra-community rules (reverse charge if both are registered in different EU countries)
• Consumer right of withdrawal does not apply (unless otherwise agreed by the seller)

How do I get an invoice for my accounting?
BtoB invoices are automatically generated after each transaction between professionals. They are available in Profile → Orders → Download invoice.

Can I pay at 30 or 60 days in BtoB?
This feature is under development. For large volumes, contact legal@toveria.com for a contractual arrangement.

Can I have specific commercial terms for my regular BtoB customers?
Yes, via lot options and negotiated pricing. Contact support@toveria.com for large account needs.

16. Security & Reports

How do I report a listing?
Open the listing and tap 🚩 Report (flag icon, or the "…" menu). Choose a reason (counterfeiting, duplicate listing / spam, prohibited content…), add details if needed, then submit. The report goes to moderation, processed within 72 hours (24 hours for manifestly unlawful content), in accordance with Article 13 of the Terms of Service (Regulation (EU) 2022/2065 — DSA).

How do I report a member (profile)?
Go to the profile of the member and tap 🚩 Report, then choose a reason (scam, harassment / threats, spam…). It is processed within 72 hours, like a listing. For a problematic exchange, you can also report directly a message in the conversation.

What is the difference between "report" and "block" a member?
Report alerts Toveria's moderation team, who examine and can sanction (warning, removal, suspension). Block (button Block on the profile) only cuts interaction between you two — no more messages or mutual purchases — and does not alert moderation; manage the list in Account → Blocked members. For follow-up or evidence, write to moderation@toveria.com.

I think I've been scammed. What should I do?
Contact support@toveria.com immediately with all evidence. Do not dispute the payment directly with your bank before contacting Toveria — this could complicate resolution.

Is my data secure?
Yes. HTTPS (TLS 1.3), Supabase RLS, OTP + TOTP, Stripe PCI DSS Level 1. Your banking data never passes through our servers.

Why is my listing "pending" or rejected?
At publication as well as modification, the title and description are checked automatically by a multilingual filter (the 10 languages of the platform). A listing referring to a manifestly prohibited product is rejected; a listing containing a term to verify or personal contact details (phone, email, including disguised forms) is pending human review. Avoid providing your contact details in the listing: exchanges go through Toveria messaging.

My account is suspended. What exactly happens?
You are informed by a banner on the site and by email, with the reason and, where applicable, the end date. While suspended, you can browse the site and manage your ongoing sales (shipping, disputes), but you can no longer post or edit listings, buy, propose bundles, pay for boosts or send messages. A fixed-term suspension is lifted automatically on the indicated date — a reactivation email is then sent to you. Pending payouts may remain blocked during verification. You can contest the decision by writing to support@toveria.com: it will be reviewed.

What does a permanent ban involve?
Banning is reserved for serious breaches. Your login is blocked and your email address can no longer be used to create an account. You are informed by email with the reason. Funds held in escrow remain protected: ongoing orders are completed or refunded in accordance with the Terms. The decision can be contested at support@toveria.com.

17. Personal Data & GDPR

What data does Toveria collect?
Name, first name, email, phone, address, date of birth, transaction data and published content. Full list in the Privacy Policy.

I am a buyer outside the EU. Is my data protected?
Yes. Toveria applies GDPR standards to all its users, regardless of their location.

How do I exercise my GDPR rights?
📧 dpo@toveria.com — Response within 30 days. An identity document may be requested.

Does Toveria sell my data or display advertisements?
No. Toveria does not display advertisements and does not resell data for commercial purposes. Data is used only for platform operation and legal obligations.

How do I manage cookies?
Toveria uses only strictly necessary cookies; no audience measurement or advertising cookies are placed without your consent. You can accept, refuse or customize your choices via the banner, then change them anytime with the "Manage cookies" button (menu and bottom of each legal page). Details: Cookie Policy.

18. Mobile App, Theme & Notifications

How do I install Toveria on my phone?

Toveria is an installable web app (PWA): no need to go through a store. From your browser, open the profile menu then "Install the app", or use your browser's option:

• Android (Chrome): menu ⋮ → "Add to home screen" / "Install the app".
• iPhone / iPad (Safari): Share button → "Add to Home Screen".

Once installed, Toveria opens in full screen like a regular app, starts faster and works offline for already-viewed pages.

What is the point of installation (PWA)?

It provides a home screen launch, full-screen display, faster loading thanks to caching, and — on iPhone — it is required to receive push notifications.

How do I switch between light and dark mode?

Toveria follows your device's theme by default (light or dark). To force it, open the profile menu then the theme selector: you can choose "Light", "Dark" or "System". Your choice is remembered on the device.

How do I enable push notifications?

You can enable them in two ways:

1. Via the proposal card that appears after login ("Stay informed"), by clicking "Enable";
2. Anytime from the profile menu → 🔔 Notifications, or from Account → My choices → Push notifications.

Your browser will then ask for permission: this explicit consent is what triggers activation. No identifier is transmitted before your agreement.

I'm on iPhone and not receiving notifications

On iOS, push notifications require the app to be first installed on the home screen (via Safari → Share → "Add to Home Screen"), then opened from that icon. Once installed, enable notifications from the menu. iOS 16.4 or later is required.

How do I disable notifications?

Go to Account → My choices → Push notifications and toggle the switch to OFF: the token for this device is deleted and you no longer receive push. You can also turn them off in your browser or phone's notification settings. Re-enabling is done in the same place.

What notifications will I receive?

Only notifications related to your activity: new messages, offers (received / accepted / declined / reminder), sales and order tracking (confirmed, shipped, delivered, closed, cancelled), refunds and payment release, disputes, reviews received, new followers, price drops on your favorites, Pro subscription and system messages (moderation, reservation expiring). Toveria does not send advertising notifications.

19. Contact & Support

How do I contact customer service?
📧 support@toveria.com — Response time: 48 business hours
For emergencies (fraud, ongoing scam): mention "URGENT" in the subject.

Which emails to use depending on the subject?

Is there a Toveria mobile app?
The platform is optimized for mobile (browser). A native app is in development.

How do I suggest a feature or report a bug?
📧 support@toveria.com — Subject [Suggestion] or [Bug].

Where do I find Toveria's legal documents?

• Terms of Service
• Privacy Policy
• Pricing Terms
• Legal Notice
• International Customs Guide — see section 7 (Customs & Import) above
• DSA Transparency Report

20. AI Assistant & Automatic Description

What is the 🤖 assistant at the bottom of the screen?

It is a help assistant powered by AI (Claude Haiku). Once logged in, a small 🤖 icon appears at the bottom left: open it to ask a question about buying, selling, payments or shipping. It answers based on this official help.

Can the assistant resolve my dispute or refund me?

No. The assistant informs only: it makes no decisions (refund, cancellation, sanction) and never handles sensitive data (password, card). For a dispute, payment issue, fraud or verification, it directs you to the Contact page, which lists support email addresses by subject.

What does the "✨ Generate with AI" button do on a listing?

When you create or edit a listing, this button drafts a description from the information you enter (title, category, subcategory, condition) and your first photo. You can then edit it freely before publishing.

Does the generated description invent details?

No: it only describes what is provided or clearly visible in the photo, without inventing brand, material or size, and without indicating price or contact details. Always verify it matches your item.

How do I search for an item from a photo (📷)?

In the search bar at the top, tap the 📷 icon then take or choose a photo. The AI (Claude Vision) recognizes the object and deduces keywords, which automatically launch a search for matching listings. Handy when you don't know how to name an item.

Are these AI features mandatory? Is my data shared?

They are optional and triggered by you. The necessary information (text entered and photo for description, photo for image search, your question for the assistant) is transmitted to our subcontractor Anthropic (Claude) only to provide the service. Details in the privacy policy.

21. Languages & International Display

In how many languages is Toveria available?

The interface is translated into 10 European Union languages: French, English, Spanish, German, Italian, Portuguese, Dutch, Swedish, Czech and Irish. Your personal space (account, settings, payment, referral, wallet, carriers, blocked members, notifications) displays in your chosen language.

How is my language chosen?

By default, Toveria displays in the language of your device or browser when it is among the supported languages; otherwise, French is used. The language also appears in the page address (for example /fr, /en, /es).

Can I change language manually?

Yes. A language selector is available everywhere:

• At the top of the screen (top bar), via the 🌐 button showing your current language (e.g. "🌐 EN") — accessible even without being logged in.
• At the bottom of the page (footer), and in Account → Settings → 🌐 Language.
• On mobile, the 🌐 button opens a list at the bottom of the screen.

The list shows each language with its flag and native name ("Français", "English", "Čeština"…), with a checkmark ✓ marking the active language. By choosing a language, you stay on the same page, simply translated.

Is my language remembered?

Yes: once a language is active, it is preserved from page to page and visit to visit — no need to re-select it each time.

Will I see listings and sellers close to me in priority?

Toveria progressively highlights listings and sellers matching your country and language, for more relevant results and easier shipping. You remain free to explore listings from other EU countries.

Does language change prices or currency?

No: only the display changes language. Prices remain in euros (€) and the rules (payment, commissions, shipping fees, delivery) are identical regardless of language.

Are other members' listings and messages automatically translated?

Yes. When content is written in a language other than yours, Toveria automatically translates it into your app language:

• Listings and profiles: the title, description and biography are translated when you open the page, with a "View original" button to return to the original text anytime. In lists (home, search), titles display directly in your language.
• Messages: a "Translate" button appears under each message written in another language; translation happens on demand, and you can redisplay the original.

Translation is automatic and free. Generated by an automated system, it may have minor inaccuracies: the original is always authoritative. Content already in your language displays as-is, without translation.

This FAQ is updated regularly. Didn't find the answer? Write to us at support@toveria.com.

Toveria — European BtoC, CtoC, CtoB and BtoB Marketplace
Selling from Europe to the world — June 2026

English version — in case of discrepancy with a translation, the French version prevails.