Frequently Asked Questions
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. Your money is held for up to two weeks after your purchase is made, which allows time for you to raise a dispute and receive a refund if there are any issues with it.
The Payout Process
The seller is paid out their earnings when the transaction is marked as received. 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 provider’s earnings is triggered in Stripe. Payouts may take up to 7-10 business days to reach the provider’s account after being triggered.
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. 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. Our transactions are handled through Stripe and it takes 5-10 business days to be processed.
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 use at all time where possible. This ensures that the package cannot be lost and unaccounted for by the shipping company and helps with us dealing with any disputes. If the order is not shipped marked as shipped within two weeks, the buyer will be given a full refund.