Seller FAQ

How do I start selling on FragSwop?

Create an account, then click "Become a Seller" in your dashboard. You'll need to complete Stripe verification (identity and bank details) before you can receive payments. Once verified, you can start creating listings immediately.

Is there a cost to become a seller?

No, there's no upfront cost or subscription fee. You only pay fees when you make sales.

What verification do I need to complete?

Through Stripe, you'll need to verify:

• Your identity (passport or UK driving licence)
• Your address
• Your bank account details for payouts

Do I need a business to sell?

No, hobbyists can sell as individuals. However, if you sell regularly, you may need to consider tax implications. Consult HMRC guidance on selling online.

What fees does FragSwop charge?

FragSwop charges 10% of the item price (not including shipping). The minimum fee is £0.50 per transaction. Stripe also charges payment processing fees (typically 1.4% + 20p for UK cards).

When do I get paid?

Funds become available 3 days after delivery is confirmed by the buyer. If the buyer doesn't confirm, funds are automatically released after 14 days. You can then withdraw to your bank account.

Is there a minimum withdrawal amount?

Yes, the minimum withdrawal is £10.00. Withdrawals typically arrive in your bank account within 2-3 business days.

How do I track my earnings?

Your seller dashboard shows pending balance, available balance, and transaction history. You can see fees deducted from each sale.

How many photos can I add to a listing?

You can add up to 10 images per listing. We recommend using clear, well-lit photos of the actual item being sold.

Can I edit a listing after publishing?

Yes, you can edit listings at any time from your seller dashboard. However, if someone has already purchased or bid on the item, some changes may be restricted.

What's the difference between auction types?

FragSwop offers three listing types:

• Fixed Price: Buyers purchase immediately at your set price
• Auction: Buyers bid, highest bidder wins when auction ends
• Auction with Buy It Now: Buyers can bid or buy immediately

How long can auctions run?

You can set auctions to run for 1, 3, 5, 7, or 10 days.

Can I sell CITES-listed species?

Yes, but you need to achieve "CITES Permit Holder" verification and upload appropriate documentation. See our CITES Compliance Guide.

What are weather holds?

FragSwop automatically pauses shipping when temperatures are below 3°C or above 28°C. This protects live animals during transit. You cannot ship during a weather hold.

Can I offer collection instead of shipping?

Yes, you can enable collection as a delivery option when setting up your shipping preferences. Buyers in your area can then choose to collect in person.

How do I set up shipping rates?

In your seller settings, you can configure flat-rate shipping, weight-based rates, combined shipping discounts, and free shipping thresholds.

What if a buyer doesn't pay for an auction they won?

If a buyer doesn't pay within 48 hours, you can cancel the order and relist the item. Non-paying bidders may face account restrictions.

Can I cancel an order?

You can cancel before shipping if necessary (e.g., item damaged, weather issues). Contact the buyer to explain, and they'll receive an automatic refund. Excessive cancellations may affect your seller rating.

What happens if a buyer reports a DOA?

You'll receive a notification with the buyer's claim and evidence (photos). Review the claim and respond within 48 hours. You can approve a refund, offer a partial refund, propose a replacement, or reject the claim with an explanation.

How long do buyers have to report DOA?

Buyers must report DOA issues within 2 hours of delivery. Claims submitted after this window can be rejected.

What if I disagree with a DOA claim?

If you believe a claim is invalid, you can reject it with an explanation. The buyer can then escalate to FragSwop for review. Our team will examine all evidence and make a binding decision.

How can I reduce DOA rates?

Follow our Shipping Guide: use proper packaging, include temperature control (heat/cold packs), ship via next-day delivery, fast fish before shipping, and never ship during weather holds.

Who pays for DOA refunds?

If a DOA claim is approved, the refund comes from your pending balance or future sales. Platform fees are generally refunded for valid DOA claims, but Stripe processing fees are non-refundable.

What are the verification tiers?

Sellers can achieve different verification levels:

• Basic: Email verified
• Verified ID: Identity verified via Stripe
• CITES Permit Holder: Verified to sell protected species
• Business Verified: Registered business with full verification

How do I get a verified badge?

Complete identity verification through Stripe in your seller dashboard. Once approved, you'll receive the "Verified ID" badge, which increases buyer trust.

Can I have multiple seller accounts?

No, each person may only have one seller account. Multiple accounts violate our terms of service and may result in suspension.

How does the rating system work?

Buyers can leave reviews after completed orders. Your overall rating is an average of all reviews. Ratings cover item quality, communication, and shipping.

Can I remove negative reviews?

Reviews can only be removed if they violate our policies (abusive language, false claims, etc.). You can respond publicly to reviews to give your perspective.

Do ratings affect my visibility?

Higher-rated sellers may appear more prominently in search results. Maintaining good ratings helps attract more buyers.

Do I need to pay tax on my sales?

This depends on your circumstances. In the UK, you may need to declare income from selling if you trade regularly. Consult HMRC guidance or a tax professional. FragSwop is not able to provide tax advice.

Do I need a licence to sell aquatic livestock?

In the UK, hobbyists selling occasionally don't typically need a licence. However, if you're running a business, you may need to comply with pet shop licensing requirements. Check with your local authority.

What records should I keep?

Keep records of all sales, any CITES documentation, proof of legal acquisition for parent stock, and propagation records. These may be needed for tax purposes or CITES compliance.