Marketplace Policy

What is the marketplace?

The marketplace is where signed-in members can list items from their inventory for sale and other members can purchase them. Vendor Tools provides the platform, payment processing through Stripe, and tools to manage orders — but each listing is offered by an independent seller, not by Vendor Tools. You deal with the seller for fulfilment, condition questions and most post-sale issues.

How buying works

1. Browse listings on the marketplace. You can save listings to your watchlist or add items to your basket to combine multiple lines in one checkout where the flow allows.
2. Open a listing to see price, postage (set by the seller), condition description, photos and seller information. The buyer protection fee (see Fees) is shown with the item total before you pay.
3. Pay with card via Stripe. You must be signed in. Payment is authorised and captured according to the checkout flow; funds are routed to the seller's connected account as described below.
4. After purchase, the order appears under Account → Purchases & sales. The seller adds shipping and tracking; you can follow delivery and mark the order delivered when appropriate, then leave feedback.

How selling works

1. List eligible inventory items on the marketplace with an accurate title, description, price, currency, condition and postage. Listing may be subject to seller probation limits (see below) until your account is approved.
2. Complete Stripe Connect onboarding under Account → Finances. Without a connected account, buyers cannot pay you through the platform for that listing flow.
3. When an item sells, you receive the payment (minus Stripe and platform fees) in your Connect balance. You ship within the timeframes and tracking rules in our Shipping & Returns policy, then add carrier and tracking in Account → Purchases & sales.
4. Withdraw funds to your bank from Account → Finances. You can issue refunds from Purchases & sales when appropriate.

Buyer responsibilities

• Read the listing carefully (condition, edition, language, grading, quantity) before purchase.
• Provide a correct delivery address and complete payment as prompted.
• Pay the item price, seller postage and any buyer protection fee shown at checkout.
• Use tracking and in-app order views to monitor delivery; cooperate with the carrier for delivery or redelivery.
• For problems, contact the seller first and try to resolve the issue before escalating to Vendor Tools (see Disputes).
• Leave fair feedback after delivery when the flow allows — it helps other buyers and supports trustworthy sellers.

Seller responsibilities

• Accurate listings: Describe items honestly. Do not misrepresent condition, authenticity or contents. Honour the price and postage shown at purchase.
• Fulfilment: Despatch within 2 days of sale (unless otherwise agreed), provide tracking when not using an integrated label flow, pack safely, and enter shipping details in Account. Full rules: Shipping & Returns.
• Stripe Connect: Keep your payout account in good standing; comply with Stripe's terms and identity requirements.
• Fees: The final sales fee applies to successful sales (Gold Sellers may have a reduced rate). See Fees.
• Refunds & returns: Process agreed refunds from Purchases & sales; follow the returns policy (e.g. confirm return receipt before refund where applicable).
• Conduct: No harassment, fraud, shill bidding, or circumvention of fees. Prohibited items and conduct are in our Terms; we may remove listings or restrict accounts.

Payments, payouts & money flow

• Buyers pay by card through Stripe. The payment is allocated to the seller's Stripe Connect account (destination on the payment), net of Stripe's processing charges.
• Sellers withdraw available balance to their bank from Account → Finances. Payout timing and holds depend on Stripe and your bank.
• Vendor Tools does not hold buyer funds long-term as a wallet; flow is card → Connect → seller payout, subject to refunds.

Fees (summary)

Buyers pay a buyer protection fee per line (capped per line). Sellers pay a final sales fee on the item total (before buyer postage), deducted from amounts received. Exact percentages and caps are on the Fees page.

Shipping, delivery & feedback

Sellers ship; buyers receive tracking in Account. Either party may mark an order delivered; after that, both sides may leave feedback on the transaction. Full shipping and return rules: Shipping & Returns.

Refunds

Sellers (or authorised staff) may issue full or partial refunds from Account → Purchases & sales. Stripe credits the buyer's original payment method. Returns and when a refund may be issued (e.g. after return) are covered in Shipping & Returns.

New sellers & probation

Some accounts start on marketplace probation: while on probation, you may be limited (for example up to 100 active marketplace listings and a combined listed value around £10,000 equivalent — exact limits are enforced in the app). After enough positive buyer feedback, sellers may be queued for admin review; approved sellers can list without those probation caps. Vendor Tools may extend probation where needed. If you see limits in the product when listing, they apply until your account is cleared.