FREQUENTLY ASKED QUESTIONS
Is it safe to trade during a Covid-19 outbreak?
Even if the safety measurements are easing up, we’d like to ask you to be mindful and protect yourselves as much as possible.
- Be home: minimizing travel reduces your risk of being exposed and exposing others – walking to your local Post Office is a good way to maintain your body moving if exercising is allowed, and posting is an allowed essential service. Use social distancing at the Post Offices, it helps.
- Be smart: Use a contact-free collection, or check out a courier service option.
- Be thorough: Sellers –please clean your products before sending them off. Don´t forget that all insertable items must be sterilized. Buyers you should also clean your items as soon as you receive them, and always wash your hands. ( This UVee machine claims to kill Covid-19 virus too ! )
If you stick to the above, sorting (and selling) your things is still a great way to declutter your home, and get the extra benefits of cash in, and knowing you’re helping someone out too. It makes a great habit or past-time too if you’re getting bored ! The risk of catching the virus that causes Covid-19 from a package or letter is low. (Read all relevant information here).
How a seller can work out shipping costs, and a buyer can track the parcel?
Most sellers will use the US mail (USPS) tracking service – here´s the USPS guide to all the ways to ship. Here´s another link showing you how to work out the shipping costs. When they post a package, the post office workers assign a number to that order, that number is called US Mail Service Tracking Number.
It is also known as label or article number.
US Mail Service tracking number is usually a 22-digit number. The number of digits may vary depending on the service you are using. Different services have different types of tracking numbers.
Within the transaction messaging, sellers should give the buyer the tracking number so that everyone can feel comfortable and track it here.
Canada has a different tracking service and will tell you when the parcel has arrived at your local post office.
How much does it cost to be part of the Squeaky Clean Toys marketplace ?
How much commission do you take ?
Buyers – the website is completely free.
Sellers – our commission is 20% , which is only paid if you sell the item.
Generally, the additional fees taken by Paypal or Stripe for handling the financial transactions are around 3-5% on top of our commission.
We charge sellers using Stripe 23% for selling and we pay your stripe fees for you. You can receive payment from credit card and debit cards and the cash comes straight into your bank account once the buyer has marked the transaction as complete – i.e. they have received the item.
We charge sellers using Paypal 20% and you pay the Paypal fees yourself. Buyers will be able to pay using their credit cards or Paypal accounts & the money comes into your Paypal account.
You can create your buyers or sellers account here.
How to avoid scammers?
Usually, scammers are buyers who try get you to communicate via email and pay via Paypal (all outside of our platform). To avoid getting messed up with scammers, do all transactions through our platform.
If anyone sends you a message similar to the one below, they are scammers. Please let us know immediately and refrain from communicating with them.
“Is this still available? If yes kindly get across to me via my email address below as I’m not always on here and because its a temporary profile which belongs to my niece. I’ll be waiting to hear from you as soon as possible.”
It can also look like this:
“Oh that’s great! please consider it sold and please cancel every other appointment regarding it as i am willing to pay your full asking price because i need to buy it for my cousin as a gift, i have read through the advert and I’m totally satisfied with it, sadly i would not be able to come personally to collect due to covid-19, and mostly due to my hearing loss and me being in wheelchair, the courier will do it. I will use PayPal to effect payment please send your PayPal email address. I have a courier agent that would help me to pick it up at your preferred location after you have received your money. Where is the pick up location so that i can inform the courier agent about it now?. Meanwhile you can send me your PayPal email and registered name so that i can send the money right away and choose a good time for the pick up after payment has been received and also please confirm the exact amount i will need to pay in order to avoid mistakes.”
Why aren’t there more things to buy?
We literally just launched the marketplace this year! We hope by spreading the word that people will join our marketplace and start posting listings. It’s just a matter of time and word of mouth.
You can help us by spreading the word by easily sending an invitation to someone too.
Invite someone to join here. Thank you!
How do I know if an electrical item works ?
The buyer has to state if the item is in full working order, a little patchy, or needs repair. So you know where you stand from the beginning and if the item is delivered in a different state, then you can dispute the sale and send it back.
Why isn’t my item selling?
Are your photos clear, bright, in focus? We have a guide on how to take good photos here. Freshen it up – we know that good photos help A LOT
Have you given enough detail in the description – don´t only use the sales blurb you find online?
Has the item been shot without any distractions around?
Is your price attractive? Check the best price a buyer would find it for online – items that sell are at least 30-50% discounted
Are you charging too much for shipping?
Have you got some bad reviews from previous transactions?
How do I contact the seller?
Once you hit the buy button, you can send an optional message to the seller – this will take you to our secure messaging system. Only you and the user ( and our team ) can see these messages. If you want to get back to the conversation later on, go to Your Profile / Inbox and there you will find all your message threads.
If you want to ask questions about the listings before you get to the buying stage, you can write the questions in the listings but do be aware that everybody can see this conversation – it is public.
Where is my payment ?
We use Stripe and Paypal to ensure all transactions are as secure as possible. Sometimes there are delays in the transfer and it can take around 7-10 working days for the Paypal money to reach the seller’s account. Speak to your buyer via the secure messaging system on our website to discuss any payment issues. Stripe takes the money from the buyer on day 1, but Stripe only releases the cash to you once the buyer has marked the transaction as “complete” i.e. they have received the items. Make sure you list the tracking number in the transaction messaging and in PayPal if you are using that to get paid.
With stripe, we have more access to protect the buyer/seller during the transaction – we can see if there is an issue, and if so, we will let you know. With PayPal, they control the buyer seller payment so you need to contact them directly. Do contact us if you have any queries and we will do our best to help you out.
Can I send my purchase back if I am not happy ?
You need to check with the seller if that is something they accept before buying. It is up to each individual seller to make that an option and explain their terms (postage, refunds, etc).
I haven’t received an item, what should I do ?
Sometimes things take a bit longer than expected. However, you can always contact the seller ( through the secure messaging during your transaction ) to check the status of your order. If needed, we can also talk to the seller if you are having trouble, but we cannot be responsible for what happens to your item.
I received an item that doesn’t match the listing description. What should I do ?
If you received an item that’s wrong, damaged or otherwise not as described, you should contact the seller on the transaction messaging so he or she can quickly help you with the issue. When you contact your seller this way we open a case so we can track your seller’s response and help when needed.
What determines if an item is “not as described” ?
An item is not as described if it is materially different from what the seller described in the listing for that item.
This might include:
- You received a different item or different version.
- The condition of the item is wrong. For example, the listing said “new” and the item has clearly been used.
- The item is missing parts or components
- The item was defective during first use (e.g., even with new batteries it did not turn on).
- The item is a counterfeit.
- The item is missing major parts or features, and this was not disclosed in the listing.
- The item was damaged during postage.
Is the messaging system private ?
On the listing page there is a public discussion where you can ask questions about the item – this is PUBLIC. Once you hit the buy button, you can send a PRIVATE message to the buyer – do remember that we can also see these messages so we can try to help if there is a problem.
Why do I have to add my bank details ?
Getting these details from someone allows us as a business to make sure the person is real and not some random scam person. The other reason is that I personally used to sell stuff via Gumtree or Facebook marketplace, agreeing a price over the phone/email. Quite a few times when people arrived they tried to negotiate a new price or handed me less money ( and even counterfeit money on occasion). It became very odd and not comfortable at all. I thought that if people get paid beforehand, via online payment, the transaction would become a much smoother process. This is also one of the reasons why we do not allow collection or personal delivery on this marketplace.
The Squeaky Clean Toys marketplace uses Paypal & Stripe to keep all your banking details secure. Paypal & Stripe are two of the top most used and secure systems for online payment in the world.
How can I edit a listing I already started?
You can always edit your listings. To do so, follow these steps:
On desktop: click on your PROFILE PICTURE (top right corner), then select YOUR LISTINGS, then underneath the listings you click on EDIT LISTING.
On mobile: click on the MENU (top right corner), scroll down and click on YOUR LISTINGS, then underneath the listings you click on EDIT LISTING.
Should I bother in uploading a profile picture and writing a bio ?
People like to feel as comfortable as possible when buying from somebody they do not know, especially online. The more information you are able to give so that people feel comfortable dealing with you, the better your results will be.
Why are the photos of my items sideways?
Sometimes when we take photos with our smartphones they automatically rotate. What you need to do is to open the images on your phone and edit them (rotating to the straight view), save them, delete the old photos and upload the new photos.
Anything you are unsure of and we haven’t covered?
Get in touch if you still have questions and we´ll do our very best to help you.