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How Marketplace Payments Work

Your payment is collected securely, recorded against your order, and released according to the marketplace’s payment and dispute rules.

Payment Is Authorised

When you complete checkout, the marketplace sends your payment securely to the approved payment provider.

Your payment details are processed through the secure checkout system and are not shared directly with the seller.

Before the order is confirmed, the system checks:

  • The order total
  • Selected products and quantities
  • Shipping charges
  • Applicable taxes
  • Payment authorisation
  • Delivery and billing details

If the payment cannot be authorised, the order will not move to the confirmed stage.

Payment Is Confirmed

After the payment provider confirms the transaction, a payment record is created and linked to the order.

The buyer can view information such as:

  • Transaction ID
  • Order number
  • Payment amount
  • Payment date
  • Payment method
  • Current payment status
  • Receipt information

The Buyer Portal includes a payment history page and receipt view so customers can review successful, failed, refunded, held, and released transactions.

Funds Are Placed on Hold

A confirmed payment is not released to the seller immediately.

The marketplace places the funds on a temporary 72-hour hold. This gives the order time to move through delivery confirmation and allows genuine issues to be reported before the seller receives the payout.

During this stage, the buyer may see the payment status as:

  • Captured
  • Confirmed
  • Held
  • In review

The marketplace payment service records the hold period and schedules the seller payment for release after the hold expires.

Delivery or Dispute Is Checked

Before releasing the payment, the marketplace checks whether the order has been delivered and whether an active dispute exists.

If no problem has been reported, the payment continues toward seller release.

If a buyer raises a valid dispute, the payment remains held while the marketplace reviews the order, delivery information, buyer evidence, seller response, and relevant payment records.

Depending on the outcome, the payment may be:

  • Released to the seller
  • Fully refunded to the buyer
  • Partially refunded
  • Held while further evidence is reviewed

Payment Is Released or Refunded

When the hold period ends and no unresolved issue remains, the marketplace releases the eligible seller amount.

The seller payout is calculated after applicable deductions, including taxes, shipping charges, and the marketplace platform fee.

If a dispute is decided in the buyer’s favour, the approved refund is returned through the original payment process.

The payment record and order status are then updated so both sides can see the final outcome.

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Payments Managed with Clear Marketplace Controls

Every transaction is recorded, monitored, and completed according to the order’s payment and delivery status.

Secure Payment Collection

Payments are completed through the marketplace checkout and processed by the approved payment provider.

Sellers do not receive the buyer’s full card information, and buyers should never be asked to send payment directly through private messages, personal bank transfers, or unapproved payment links.

Payment confirmation is linked to the relevant order so the transaction can be traced and reviewed if support is needed.

Temporary Payment Hold

Confirmed funds are placed on a temporary hold instead of being released to the seller immediately.

This protects the transaction while the order progresses through dispatch, delivery, buyer confirmation, and any permitted dispute review.

The platform tracks payment states including pending, captured, held, released, refunded, and failed.

Recorded Release and Refunds

Every final payment action is recorded in the Buyer Portal.

Buyers can review transaction details, refunded amounts, payments under dispute, released payments, and downloadable receipts.

The transaction record may include the order number, amount, status, date, payment method, buyer name, and recipient

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Payment Questions and Answers

Understand when payments are collected, why funds may be held, and what happens after delivery or a dispute.

When is my payment collected?

Your payment is processed when you complete the marketplace checkout.

The order moves forward only after the payment provider successfully authorises or confirms the transaction. If the transaction fails, the order may remain unpaid or require another payment attempt.

Why is the payment placed on hold?

Confirmed payments are temporarily held to protect both the buyer and seller.

The hold allows time for the order to move through dispatch and delivery and prevents the seller payout from being released while an eligible dispute is being reviewed.

The marketplace currently uses a 72-hour payment-hold process.

When does the seller receive the payment?

The seller becomes eligible for payment after the hold period has ended and no unresolved dispute is blocking the release.

Before payout, the system checks the payment status, order status, seller verification, and existing payout records.

The eligible seller amount is calculated after applicable taxes, shipping costs, and platform fees are deducted

What happens if I report a problem with the order?

When an eligible dispute is raised, the payment remains held while the marketplace reviews the issue.

The review may consider:

  • The product listing
  • Order details
  • Tracking and delivery information
  • Buyer photographs or documents
  • Seller response
  • Payment records
  • Requested refund amount

The final decision may result in a refund, partial refund, replacement-related action, or payment release.

What happens if my payment fails?

A failed payment will not be treated as a completed order payment.

Check that your payment details are correct and that your bank or card provider has approved the transaction. You may need to try again or use another accepted payment method.

A failed transaction may still appear in payment history for recordkeeping, but it should be clearly marked as failed.

How will I receive a refund?

Approved refunds are processed through the marketplace payment service and normally returned to the original payment method.

The time required for the funds to appear may depend on the payment provider, card issuer, or bank.

Once the refund is recorded, the buyer can review the refunded amount and transaction status from the Payment Details page.

Can a seller ask me to pay outside the marketplace?

No. Buyers should complete payment only through the approved marketplace checkout.

Payments sent through private bank transfers, personal payment links, messages, or other unapproved methods may not be recorded or protected by the marketplace.

Where can I find my payment receipt?

Open the Buyer Portal and select Payments.

Choose View Receipt beside the relevant transaction to review the transaction ID, order number, date, amount, payment method, status, buyer name, and recipient.