You have given your discarded item a second life via our marketplace or our concierge service and sold it successfully? Good job!
The payout release varies for concierge sales and marketplace sales.
I have posted and shipped my item via the marketplace myself. When will I receive my payout?
On the 4th working day after receipt of the goods your payout is ready for you. You can then request this comfortably via your sales overview in the user profile via the payout button. This way you can also collect your proceeds and have them paid out to your bank account at any time. If you have not yet entered your bank details, you can do so here.
My buyer has received his/her item, but I have not received payment yet. Why?
Your proceeds will always be released if
a) the receipt has been confirmed and
b) your buyer have not reported a problem within 72 hours after receipt of the item. The period of 72 hours is for buyer protection.
Please check the following two circumstances if you are waiting for your payment:
1. The receipt has already been confirmed and the 72 h deadline has passed. You can always see if your package has arrived or not in My Sales Overview. If you have shipped your sale using an uninsured shipping method, buyers will need to manually confirm the receipt. If the item is only marked as shipped, contact the buyer directly via Write a message, so that she confirms the receipt for you.
By the way, if he/she does not do this, the receipt will be automatically updated by us on the 10th day after the shipment. Even with insured shipping with tracking number, it may happen that the receipt is not shown correctly. Also here you can contact the buyer via Write a message, so that the receipt is confirmed. If your buyer has not yet received the insured package, please report via our contact formula, so that we can initiate an investigation.
2. There is no problem report on your sale. If you see a problem message in your sales overview, it will block your payout. It is best to look at what was reported here. Has this problem already been solved? Then simply ask your buyer to mark the problem message as solved, so that the payout is ready for you on the next working day. If he/she does not respond to the problem report, you can also use our contact formula, so that our support checks and removes the problem report.
I sold my item through the Concierge Service. When will I receive my payment?
Congratulations on your sale! Always on the 15th day after successful delivery of the item, the amount will be released to you. Since the buyers have a 14-day right of return, this deadline is unfortunately set. But more articles are sold!
In your sales overview you can check the status of your sale at any time.
In the Open Sales section you get a detailed view of your sale. You can see when the item was shipped by our concierge team and when the item arrived at your buyer. If this is not the case, don't worry. Some orders take a little longer, for example, because they are going abroad or there is a delay in the shipment process. You can easily request a payout of the amount after 14 days of receipt via your sales overview in your user profile by clicking on the Payout button. After successful request you can sit back, the payout usually takes 1-3 business days.
My sale was some time ago, but I still have not received my payment.
Don't worry, we will be happy to help you and check for you! Please check your sales overview in the Open Sales section to see if the receipt of your sale has already been confirmed. If this has not happened for an unusually long time, please contact our support here.
Maybe the buyer has changed his/her mind and does not want to return your item after all, which is why the payout is blocked by the system? Or your buyer has returned the item, but we need a little more time to process the return?
Please send us a short message via our contact formula with the order number (B-xxx) of your sale, then we will take a closer look for you.
You are also welcome to use our Live Chat from 11 am - 5 pm (Monday - Friday) for an even faster processing of your problem.