Getting Paid After Shipping

Community Manager

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Everyone likes getting paid. Meeting up to complete an in-person transaction typically results in walking away with cash in your hand, but what happens when you’ve shipped your item? How and when do you get paid? Let’s chat about that. We’re here to go over the process of getting paid using OfferUp’s shipping feature.

 

After an offer had been accepted by the seller, the funds from the buyer are collected using our 3rd party payment processor, Stripe, and they have four days to ship the item off, and mark the item as shipped. Once the buyer receives their package, they have three days to inspect the item. Keep in mind that it will take a couple days for the item to ship in the mail. The buyer has 3 days to either rate the transaction or open a Buyer Protection claim. At the end of this 3 day period, the funds collected by Stripe are then released to the seller.


When the money has been released, it will automatically be transferred to your debit card or bank info if you have your card or bank info saved to your account. This transfer should be complete within five business days. If there’s a holiday in that timeframe, that may cause an additional delay. If you don’t have your credit card or bank info saved, this can also cause delays, as the funds will remain in a pending state until you add that in. Details on how to upload payment info here.

 

Let’s play this out with the maximum allotted time...

It’s the 1st of the month and you accepted an offer to sell your limited edition collector's item to Fred. As the seller, you have up to four days to get that item sent out. You send it out on the 4th. The item is in transit and arrives at Fred's on the 7th. Fred has three days, or until the 10th, to evaluate the item and give you a rating. Unfortunately, this time, it looks like Fred didn’t give a rating, and the funds are released after the three day period, on the 10th. Once the funds have been released, you should see them in your bank account within 3-5 business days, no later than the 15th.

 

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Fees? What fees?!

Because we’re giving sellers the option to get their item in front of millions of potential buyers across the country, we charge a low 7.9% transaction fee. There’s no fee for the buyer, except to pay for the cost of shipping. As always, local in-person transactions are free for both parties. Other companies who offer similar services charge anywhere between 10% to 20%, so we feel great about the value we’re providing to our community.

 

My deposit says pending! Help!

If your completed transaction says that your deposit is pending, typically you won’t need to take any further action aside from being patient Smiley Happy If you believe the process is taking longer than usual, or you have other questions, our Payments & Shipping team are standing by to assist. Please note that you only have to reach out to them once. Writing in multiple times will result in a delayed response (your last communication gets bumped to the back of the line), especially if several people are all writing in several times. If you've submitted a ticket regarding the shipping feature, our Payments & Shipping team has received it and will respond ASAP - promise.

 

One last thing to note - please remember that this feature is brand new. We’re working hard to make everything as seamless as possible, but with any new launch, there may be a few hiccups. If you happen to come across an issue, give us feedback that we can pass onto our product teams so we can build an experience that you love. We’re actively listening and passing on the constructive criticism we receive.

 

What would you like to learn more about with our shipping feature? Comment below so we can decide what blog to write up next.

237 Comments
Neighbor

I sold an item over a week ago, and it has shipped this past Tuesday. However, I keep having trouble setting up the payment deposit. Whether I try to add my debit card or bank account details, I keep getting the error code: G0XO1VX8 , which is saying “something went wrong when communicating with the server. Wait a while and try again later.” I keep trying for days and and days and it still doesn’t work. I tried updating the app and using it on WiFi and just my cellular LTE data and it still doesn’t work. What else can I do to get paid?!

Level 3

I sold an item on 10/1 shipped same day. Buyer received on 10/4. It’s now 10/22 and payment shows as pending. I’ve made 5 attempts to email customer help. I got one response that I needed to update my ID again. I did it right away and still nothing. That was last week. I have sent emails daily and no response. I just sold another item and shipped it. Why is there such a delay? Is this the way it is? If so I’m not going to do the shipping option any longer. Or use PayPal which pays immediately. Hopefully someone will help me with this. 

Level 3

This is insane and nothing but lies. I have tried several times to contact customer service from the app and from the website. And the link is disabled. You are not allowed by law to keep our money this long nor remove the link to customer service. I am going to do something about this. I am reporting offer up to the federal banking institution as well as file a class action law suit against offer up for doing so. I read that they held monies from a seller for over a month and then offered him a visa gift card? There are so many fees associated with these cards. Anyone who hasn't received thier funds please contact me . I am going to obtain a lawyer and I will forward the information to you. I'm here @aprilpain

Level 3

Ok I filed a complaint with the BBB and obtained a phone number. I was given a customer service link by another member but it didn't work . They wrote me back and said that they just tried it and it worked. So I tried it from my husband's account it worked I explained my problem and guess what he got blocked too! So my next step is filling a complaint with the Federal Trade Commission. I am determined to get everyone paid for thier saoes. On the app it states that we must set up our payment account within 8 months. What happens after 8 months do they just think they can keep our money? In the state of California thier is an department where all businesses are required by law to report monies owed to people so that the person has a chance to collect thier money that goes for any type of teasaction. Wages. Sales, refund, interest, retirement,  so now I am off to file the claim at the federal trade commission. Be back with an update. Oh I forget BBB said they have received numerous complaint s against OfferUp not psying people for thier sales send OfferUp has yet to respond since June of this year. 

New Member

I also would like an update with my payment.. it says i got paid and is already dpeosited in my bank but when i check my bank, i don’t see any money deposited. Can u please look into this thank you!😊

@aprilpain you have to message from your account not your husbands. Make sure all your information on deposits, transactions etc are all using the same name. They can't deposit or help if you're not using the same names and ID. There is a credit card processing company involved its not just Offerup and for legal reason all ID  match with bank transactions. 

 @Rjon420 that is saying your bank has the funds so you need to call them and ask how long they hold the deposit before they make it available. My bank holds for 1-2 days before making it available on my account

Level 1

6 months and counting of not getting paid. 

Community Manager

 @Logan911 that is not true. This is from the last email our Payments Specialist sent you on September 17th, and you have not responded since. 

 

"Your funds will be disbursed by the next business day. Depending on your bank it may take 3-5 additional business days for the funds to appear in your account.

Thanks for your patience and understanding. If you don't see the funds in your account by 9/21/2018 you may want to reach out to your financial institution."

@aprilpain also your account is not blocked if you're messaging on the forum..I don't know about your husbands account

Neighbor

I keep getting a notification that I have another step before my deposit and that’s to put in my address. I have done this over a dozen times and it never saves so I can’t get my money. Any help?

Level 3

@BrightMoonstone this is a separate feed I wish I could upload a screenshot so you can see what I am recriving. The customer service help link at the bottom of the transaction page takes you to a different help section. And that's where I get an error. Even the link you gave me doesn't work for me .I'm not making this up I want to get paid that's all and no one is helping us.i know you are but the help you gave me is what I've been trying to do .I even wrote the moderator on here and still no response. The bbb has over 169 complaints and there's a warning in thier site that offerup and not answered them either 

Level 3

 @Mj_206 hello can you address my issue I have been trying for over a week now to get someone .to help me. The customer service link on the app and website doesn't work for me and I can't get anyone to help as to why I have not got paif

Level 1

@Mj_206 so you said I’m lying? What am I supposed to replied to them when they said to wait 3-5 days for my bank?? To reach out to them again so they can tell me the same thing over and over? The money is still pending on my profile for the last 6 months! 

Community Manager

@Logan911 I am not able to assist aside from escalating cases. I'm not a payments specialist. If you didn't see your funds after their last response, you need to alert them so they are aware... If you don't respond to them, they will assume everything is fine... 

Level 3

Hi I was in the same situation just a few weeks ago. It took them a month to get my account set up. But now it’s set up and the money clears pretty quick after they receive the item. A few tips I can give. Keep following up!! Make sure you upload your ID using google chrome not IE. also make sure your profile name matches what’s on your ID. I did all this and after a few days it cleared and now goes pretty smooth (knock on wood!) @Mj_206 was a big help and I’m sure she can help. Hope this helps and good luck!!

Community Manager

Woohoooo! That's great to hear, @Tonetoc

Level 3

@Tonetoc Hi I just tried to check all that info I am a true you member have been for years so I believe that they should have my legal name. But I tried to check and it doesn't show me my name. Also the problem is I am unable to get anyone to help me. See how I sent the community rep a help request she never answered me but look how fast she responded to your post. This is the type of treatment I'm getting. I don't understand it. I have turned down so many sales because of this issue. They could have made a lit of money with me but it seems they just do not care. I'm very sadden by this it's totally disheartening

Level 6

I wonder if it would slow these issues to be setup with deposit info PRIOR to shipping? Just a thought, but how is it possible to ship and take payment if you are not even fully set up in the payment system. @Mj_206 this is kind of backwards, don't you agree? It should be part of the account setup or for existing accounts to be shown the option to offer shipping, this should be required FIRST.

 

Level 3

@BrightMoonstone I have read your past comments. And you are seriously not reading what people are saying. No one has been paid only you. And as far as Etsy the 3 day hold is only for the first 5 transactions and then you get. Your money on the 4th day. But still it's been months for some people. So to bring that up is just irrelevant. Also the BBB has a warning regarding OfferUp. They state that OfferUp has ignored thier claims and have not once tried to return any of thier calls or emails. So just like the one guy said they are stealing from us and I'm .Going to file s claim with the federal trade commission right after I post this. 

Level 6

@aprilpain do you and your husband have the same bank acct linked? That could be the problem. I think you must have 2 different bank accounts.

Level 3

@RevivalGypsy no we do not. But here is the thing. I can't contact customer service at all. Even the community manager ignored my request to her she answered the post telling me he got paid by answering who hoo. But never responded to me. Look at all the supposed customer service answers on here they are generic and unprofessional not ever giving a viable solution on more bloated answers. I'm not mad at anyone but this ridiculous company. 

Level 6

@aprilpain MJ is not a payment specialist, nor does she work with the sales app itself. She is here to answer basic how to's, inform about new features and just generally engage in topics regarding selling and buying. This forum was not designed as the complaints section. I'm not all all referring to you, I just mean in general. A few obvious solutions: Have you uninstalled the app? Reinstalled. Are you able to use the link in a new browser on a desktop note using the app, just the website? Sorry its so frustrating, but it sounds more like a glitch than a malicious thing against your account. 

Community Manager

@aprilpain the problem is people don't respond back after they have been paid. You're saying your account is blocked and its not blocked because you're messing here. This all sounds very confusing. I hope you get it figured out soon. I don't know know why your linking arn't working they work fine. 

Level 6

Try simply typing 'offerup/support' in a new google chrome search without using full link. Takes you right there

 @aprilpain also not sure who told you that about Etsy but I've sold on there for years and its not after 5 transactions.. I'm just giving a example that other online site have the same waiting periods.

Neighbor

I sold and shipped an item and my payment info was been updated already. However it’s been 1 month and it stills says “deposit pending.” What is the hold up?

Block Captain

New to using my OfferUp. I've been contemplating doing this a few years.finally got started this week and I am very pleased impressed. The only problem is, I have more than one Facebook account. Some how, Offerup routed me to my mom’s memorial page and my first few sales post are there. Iso not see any editing to change that to my main page.

Level 1

What about full insurance on a $300 or $400 item. Packages can get lost and damaged in the mail. On eBay, I’m also protected by PayPal. Am I fully protected as a seller on this site I

Level 1

Is there a direct phone number that I can call an OfferUp team member for help. I’m an eBay power seller and sometime I find that I need help.

Level 1

How do I contact offerup? 

Level 10! You're a 10!

@MelanieS Welcome to the OfferUp Community forum,

 

MelanieS sorry there’s no phone number to call. I would recommend contact customer care from the link below, or you can also contact customer care through Twitter at OfferUp if this option is available to you. 😎🇬🇧🔚

 

OfferUp Customer care,

https://offerup.com/support/new

Community Leader

 I didn't know that u can pay through the app so when someone bought something from me and she was out of state I told her I didn't know how it worked she said here I'll show u and just deposited the money. I only have a prepaid debit card witch never was told I couldn't use. So now what do I do

 

Block Captain

I read you can add a bank routing number to your profile. Let it deposited into that account. Have not tried it yet. Still wsiting on sales myself. I am fairly new to using the site.

Level 3

Ok... So since my last posts, I've had nothing but positive experiences on here, until now... I made a sale the beginning of Nov.... The guy messeged me wanting his money back. Said the 925 stamp was fake. I said, ok. No returns but send my rings back and no problem. Then asked how he knew it was false so I know what vendor not to go back to... He will not respond. Will not send the items back. And now I'm out both. So, where is my seller protection?!

Level 3

Honestly its 9 dollars and some change, so I could careless, but it's the point... What if this happens on a big sale? I'm out my money, and my product for someone who won't even respond...

New Member

Pay in cash

Level 3

@Mj_206 yes that link did work thank you so much for the information. I finally got paid. Unfortunately it took me having to file a report with the BBB and the FTC and send s message to customer service through the link you provided and through Tweeter. Non the less I am so very happy. What the issue was they never charged the buyer for the first transaction so it didn't get resolved till my second transaction went through without a problem. So I messaged them and asked them about the first one. That's when they cancelled the transaction and charged the buyer and paid me then. Thank God that the buyer still had the money what would have happened if the buyer had used the money? Well anyway I think that may be the problem offerOf doesn't follow through with the transaction so the buyer gets the money returned to them they should be more careful or they stand to lose a lot of money. They need to higher someone who is more thorough to handle this part of the business. I worked in accounting for more than 10 years I know what I am talking about. Thank you again for your help. 

Level 1

Is there an issue getting paid on here? 

Level 3

Apparently... And getting help or answers... I've moved to Mercari... Awesome site!!!

Level 3

And I've sold triple as much!!!

I was going to try that site untill I read they have a 10% selling fee and some other 2.00 fee charges that's to much of a mark up for me

Level 3

No clue what the other $2.00 fee is, unless your balance is under $10 to transfer to your bank is $2.00. But free over a $10.00 balance. I thought the 10% fee was a bit much too, but I've sold so much more, totally makes up for it in my mind!

Level 3

That and I'm actually getting paid... Still haven't even gotten a response or help on here

Neighbor

I sold an item and I shipped it. The site said he had paid for the item but then out of nowhere I got a message saying I had canceled the sale! I did no such thing! Now I'm out item and have not been paid. The seller said he was charged twice however I have tried to contact him and he doesnt respond. I contacted OU and they sent me a generic message thinking I was the buyer. 2 weeks and no payment and I set up the auto deposit. Never again will I ship out....fool me once....

Level 3

Don't expect help... I'm still waiting lol

Yes and 2.00 if something happens your bank rejects the deposit. I read the reviews and watched youtube reviews. I only pay 7.9 here and the shipping fees are alot cheaper here also. Their priority starts at like 8.00 and some change, that's totaly crazy, so if I offer free shipping with priority mail so I have insurance like they recommend, plus 10% that's a huge mark up. I like to sell but I also like to make money.

Level 6

not to knock Offerup, but crossposting should be the way every seller operate.

 

I love Mercari! Here's the breakdown

10% of sold price, no listing fees, shipping is wayyyy cheap if selling something heavy using fedex. Fedex offers $100 insurance. Most users choose fedex option for buying because its $6.50 vs $8 usps or $9.80 vs $13 usps for 10lbs

 

Here's where you are misinformed, $2 transfer fee to bank if under $10, free $10.01&up

I know you get paid the way I do here, so same as far as that. Buyer has 3 days, then auto pays. Most buyers rate upon delivery. 

And you have the option to "ship on your own" for lightweight items,you can still use your paypal shipping discount to print labels directly from paypal. I do this on first class mostly. $4.25 vs $2.66. Or whatever you can put in padded flat rate would be $6.70ish.

Buyers expect to pay shipping there, so its not really an issue. Let buyers pay. Bundles sell frequently because they are paying shipping already = more sales. 

 

There are def niches there. Find your people lol @BrightMoonstone

 

 

I was reading all that but I can ship way over the postal mark for only 7.00 here and the FedEx SmartPost labels 1 lb is only valid if you drop off with FedEx. Even though the label has FedEx and USPS barcodes. I don't live near fed ex. So if its under 1 lb and you don't drop off at FedEx the insurance doesn't count.