Frequently Asked Questions

The Payout Process

The seller is paid out their earnings when the transaction is marked as received buyer. Transactions can be marked received in several ways:

Buyers can mark the transaction received anytime after the payment is made from the order page.

A transaction can also be marked received automatically by our system 14 days after the seller marks the transaction delivered.

We can also mark a transaction received after the transaction is marked disputed. When an order is marked as received, a payout of the seller's earnings is triggered in Stripe. As a seller, Your first payout may take up to 5-10 business days to reach your account after being released by Stripe, this allows for risk mitigation for things like fraud. After this, payouts will take 3 business days after the funds have been released.

Payout times:

First Transaction: Up to 10 business days

Second Transaction Onwards: 3 business days

Deliveries

When a sellers item is purchased, it is up to them to arrange shipping for the product, unless pickup is agreed upon by the buyer.

It is the sellers responsibility to ensure that the package is shipped correctly to the buyer and to that end, we encourage tracked shipping to be used at all time where possible. This ensures that the package cannot be lost and unaccounted for by the shipping company and helps with us when dealing with any disputes.

If the order is not marked as shipped within two weeks, the buyer will be given a full refund.

Cancellations

As a seller, if you wish to cancel an order after somebody has bought one of your listings:

Pickups

We have included a pickup option for sellers which can be chosen when listing a product. The seller can include both delivery and pickup options for the buyer if required.

We have included this option mainly for people to avoid substantial delivery fees on larger products, but it can be for anything!

Service Fee

We charge a service fee of 10% to our buyers. This allows us to offer complete protection when purchasing goods from our site. If the item isn't as described in the listing and you are not happy, a refund can be provided after it is reviewed by us.

Buyer Protection

With Stripe, we are able to offer complete buyer protection so that your money is not sent to the seller until you have received your item and are happy that it is as described in the listing. The payment is held in our Stripe account while the item is being sent to you.

We not cover any transactions that take place outside our platform via other payment services, this does not align with our values.

You have up to two weeks after the seller has marked the item as delivered to either mark it yourself as received or raise a dispute with us. After this period the item is automatically marked as received and the payout will be initiated.

Dealing with disputes

Our aim at Spur is for everyone to have the smoothest and easiest experience possible but we know this will never be the case all the time.

To that end, we encourage everyone to give as much details about the items they are selling as possible, especially when it comes to any wear and tear on the product, anything like this should be well documented with text and photos to avoid buyers encountering anything unexpected.

Purchases can be disputed by the buyer up to 14 days after the product has been marked as shipped by the seller, after this the funds are released to the seller. We do not cover any transactions that take place outside of our platform.

Mediation:

We encourage the buyer to contact the seller about the issue before raising a dispute with us. An open discussion can often lead to the best outcome, but we are available if further support is needed.

Payments by the buyer are refunded in full when:

The buyer starts a dispute after the product is delivered, we review the dispute and decide it is fair. The transaction is then cancelled and a full refund is issued to the buyer.

Refund

As a buyer, if you are not happy with how your order has arrived, you can raise a dispute through the order and we will review this.

We issue a full refund through stripe under the following criteria:

The item differs in any way from how it is described in the listing.
The item has significant damage/wear that was not mentioned in the listing.