Help
Questions, answered
The short answers to what members ask most. Anything about money, parcels, or claims is covered in full on the Buyer Protection page.
Buyer ProtectionRefunds, claims and what is coveredBuying and bidding
How does a live auction work?
A host goes live and drops items one at a time. Each item runs on a countdown, and the highest bid when it ends wins. Bids are binding, so only bid if you intend to buy.
Can I buy an item without bidding?
Yes. Items marked Buy It Now sell instantly at the listed price. The first buyer to confirm gets it, and bidding closes for that item.
What happens if I win?
The winning amount plus shipping is charged to your saved card as soon as the auction closes. The item then appears in your Orders, where you can follow it from paid through to delivered.
Shipping and orders
How do I track my order?
Open Orders and tap the order. Tracking status is pulled from the carrier and updates as the parcel moves, including in transit, out for delivery, and delivered.
Why is my parcel marked returned or failed?
The carrier reported that it could not complete delivery. A refund case opens on that order automatically, and you can also open one yourself from the order.
Who ships the item?
The seller does, using the shipping tools built into the app. They buy the carrier label and the tracking that comes with it is what you see on your order.
Payments and protection
What am I protected against?
Purchases made in the app are charged to your card, ship with carrier tracking, and can be refunded if an item does not arrive, arrives damaged, or is not as described.
How do I get a refund?
Open the order and choose Request refund. Tell us what went wrong and add a photo if the item arrived damaged. If approved, the refund goes back to the card you paid with.
Are purchases outside the app covered?
No. Cash, Venmo, Zelle, direct transfers, and items arranged through messages are not covered, because there is no in-app order to refund.
Selling
How do I host a show?
Apply to sell from the Sell tab once your account is ready. You can schedule a show, build your item lineup, go live from your phone, and manage shipments afterwards.
When do I get paid?
Earnings from completed sales become available for withdrawal once the sale is paid, and are paid out to your connected account. Shipping costs and refunds are accounted for in your earnings.
Your account
How do I change my username or photo?
Open Settings, then Account. Your display name can be changed once every 30 days, and your photo can be updated at any time.
How do I stop notifications?
Settings, then Preferences, has separate switches for in-app alerts and phone push. You can also block a specific member from their profile.
Still stuck?
Reach the team through the Contact page, or open a support ticket from Settings.