Designing a price negotiation feature for Wallapop’s marketplace
Challenge
Wallapop, Spain’s leading second-hand marketplace, wanted to address one of its most recurrent pain points: the back-and-forth price negotiation happening through chat, which was often time-consuming and hard to manage for both buyers and sellers.
Solution
I helped design a structured price negotiation flow that built on existing chat behaviour, allowing buyers to make offers and sellers to respond through dedicated screens, without competing with the primary purchase action
Results
The feature was quickly adopted by users who had been waiting for a more direct way to negotiate prices. In the first months after launch, it showed strong conversion metrics, confirming the positive user experience.
The project
Wallapop is the largest second-hand marketplace in Spain, with a strong presence in Southern Europe, including Portugal and Italy.
The platform connects millions of buyers and sellers and supports a wide range of categories, from everyday items to cars or real-estate.
In a C2C marketplace, price negotiation is a common part of the experience.
As part of the marketplace tribe, I helped design a structured price negotiation feature that built on existing user behavior to reduce friction and improve conversion.
Project team
Abel Bueno – Design Manager
Hana Gausfain – Content Designer
Izaskun Pérez – Product Designer
Buyer flow: Making an offer
Research showed that price negotiation was already happening through the chat feature. Buyers made offers and sellers negotiated the final price in a process that was often described as tedious and time-consuming.
Instead of introducing a new behaviour, we decided to build on what users were already doing.
The Make an offer entry point was placed in the chat, where negotiations were already taking place, rather than on the item detail page.
This also allowed us to introduce the feature without competing with the primary purchase action.
From the chat screen, buyers could submit an offer using a dedicated editor. The copy clarified the minimum offer allowed, made price constraints explicit, and explained how many offers could be sent per day.
We focused on setting expectations upfront and filtering out unrealistic offers before they reached the seller, using copy and functionalities that helped improve offer quality and reduce unnecessary back-and-forth.
Buyer flow: Offer status and resolution
Once an offer was sent, the buyer had to wait for the seller to either accept it, decline it or make a counteroffer.
To reassure the buyer and provide clarity on the next steps, we designed a series of offer status screens.
The pending state made it clear whose turn it was and what would happen next, helping reduce uncertainty and unnecessary follow-up messages.
When a seller responded with a counteroffer, the screen clearly presented the new price alongside the available options. Buyers could then decide to accept the new price, or keep negociating.
The copy explained the time limit to complete the purchase and clarified that the item would remain available to other buyers, helping users make an informed decision and set expectations.
When an offer was accepted, the confirmation screen reinforced the agreement, highlighted the time window to complete the transaction, and guided buyers to finalize the purchase with an encouraging tone and a clear call to action.
Seller flow: Offer negotiation
When a buyer submitted an offer, the seller received a notification and accessed an offer status screen where they could review it in context, alongside the original item price.
From there, sellers could choose to accept the offer, decline it, or make a counteroffer.
We used the same offer editor design for counteroffers, allowing sellers to propose a new price in a quick and structured way.
The copy clarified what would happen next and highlighted the time limit for the buyer to complete the purchase if the offer was accepted.
Once a seller accepted an offer or sent a counteroffer that was later accepted, a confirmation screen made it clear that the price had been updated for that buyer in particular and that the next step was on the buyer’s side.
Results
In the first months after launch, adoption and conversion metrics reflected a positive user experience.
The clarity of the copy and the structure of the negotiation flow contributed to an experience that was easy to understand and use for both buyers and sellers.
Client feedback
Results
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