FAQs (Frequently Asked Questions)
Q: Can I cancel my bid/offer if I change my mind?
A: Yes. When you are making a bid/offer you have 7 days from the date you make the offer to pay the 10% SupaSwap transaction fee. Once the transaction fee has been paid the seller is informed that the offer is confirmed and you ave 7 days from that date to pay the seller the cost of the item (less the 10% already paid to SupaSwap). If within the 7 day cooling off period you choose to withdraw the offer, or you fail to pay the 10% transaction fee to SupaSwap then your offer will be cancelled and the seller is free to put the item back on sale. You will, however, forfeit the 10% transaction fee to cover administration costs.
Q: Can I withdraw an item for sale?
A: Yes. Providing that at the time of withdrawal no bid/offer has been accepted and confirmed. If there has been an accepted bid/offer then you will need to seek approval from the buyer and refund the buyer the 10% administration fee already paid to SupaSwap.
Q: How do I know an email is really from SupaSwap?
A: SupaSwap will never ask you to provide any account numbers, passwords or confidential information via email. Be cautious if you receive any emails with links attached.
Q: Who do I contact for more information?
A: You can contact SupaSwap here
Q: My account has stopped working what has happened?
A: Have you received an email stating your account is blocked? Are you using the correct username/password? Do you have an item sold currently in dispute? If any of these apply please contact us here for assistance.
Q: I cannot get through the registration process?
A: Maybe while filling in the application form all sections were not fully completed. A symbol in red by an incomplete field will indicate you have not completed it correctly; you should then enter the details again following the instruction given. Ensure you are clicking 'continue' at the end of each page. If you are still unable to register, please contact us here for help.
Q: The item I bought was not 'as described'?
A: You must communicate with the seller if there are any problems with the transaction. SupaSwap are not responsible for any disputes between a buyer and a seller. Remember there is a feedback section that is designed to ensure honest and accurate trades take place between our members. However, if you report a problem then at our discretion we can investigate the matter and we reserve the right to remove a members access to SupaSwap. For help with this process please contact us here
Q: I cannot upload my item photo?
A: Make sure that you input the correct image file type: .jpg or .gif. You cannot upload a file larger than 100mb.
Q: I have not received the item I purchased?
A: Send an email to the seller enquiring about delivery. Ask if registered post or guaranteed next day delivery was used. SupaSwap always recommends that you use recorded or registered post to avoid any disputes relating to delivery. Obtain the reference number and you can trace your goods via the Post Office or courier company.
Q: Do I have to pay a monthly subscription every month?
A: No. Membership to SupaSwap is free.
Q: How do I protect myself against username/password and identity theft?
A: If someone else is using your username/password you must take immediate action. You can change your password at any time to prevent someone else using your account. If someone else has changed your password, you must contact us at SupaSwap to suspend your membership immediately. Any transactions in dispute due to a third party falsely using your membership details will be investigated fully. If you have received emails about items you have not bought or sold then someone may have registered your contact details to their account. Please tell us immediately what has happened.
Q: How much is the postage going to cost?
A: We recommend you research how much your goods will cost to post before you place them up for sale. SupaSwap always recommends using registered post to prove goods have been sent and delivered. Remember the buyer pays postage and packing.
Q: How do I report a problem?
A: Please report any problem here
Q: How do I know what I am buying?
A: To ensure satisfaction and avoid disappointment please check out the item thoroughly with the seller making sure it is exactly what you want and asking if there is any damage to it before making a bid.
Q: How do I make amendments to my membership account?
A: Log into your account and make the necessary changes.
Q: Who do I contact if I have a problem with my account?
A: Please report any problem here
Q: How do I buy an item?
- Check the item is what you want via research or correspondence
- Find out if it is damaged in any way
- Check any additional costs such as postage, we recommend you ask seller to send as a minimum by recorded post as this enables both seller and buyer to track the item
- Ensure your parent has given permission for you to buy an item. When your parent has paid SupaSwap the 10% transaction fee and confirmed the offer then your parent should pay the balance of the cost of the item (the agreed price less the 10% fee) to the seller. You have 7 days from confirming the offer to do this.
- Then wait for the item to arrive.
- If the item has not arrived within 7 working days then contact the seller and ask for the tracking number
Q: How do I sell an item?
- Place a clear picture of item on your accounts page
- Ensure the description is as comprehensive as possible
- If any damage say so
- Decide where to place it ie only in buy section or in bid/swap sections also
- Wait for any interest and reply to any communication from prospective buyers quickly and accurately
- If an agreement made post within 24 hrs
- If the item has not arrived within 7 working days then contact the seller and ask for the tracking number
