Marketplace 101

ShopThing is a luxury and fashion marketplace that features both brand new and pre-loved goods. You are welcome to sell a wide range of those items that fall under these categories: 

• Handbags

• Footwear

• Clothing 

• Accessories 

• Jewelry 

• Hair Tools and Beauty 

In order to get started in joining our seller community, you must create an account by signing up here.

In order to start selling, you will need an iOS device to download the ShopThing App. At this time, the seller mode feature is not available on Android devices.

Sellers who are outside the US or Canada are deemed international sellers and must contact our support team at hello@shopthing.com to obtain access to the ShopThing app in your region. 

Using your seller account, you can switch to “seller mode” in the ShopThing app to get access to creating events and uploading product media. Click here for detailed instructions on how to create an event and start selling.

Please note that all events can only be hosted in either United States Dollars ($USD) or Canadian Dollars ($CAD). You must use the local currency of the country you are shipping from in Canada or the US. 

If you are an international seller (shipping from outside of the US or Canada), your events must be priced in $USD. To ensure this, you’ll need to enter a U.S. address during the event set-up. For International sellers, if you do not have a US address, please contact hello@shopthing.com for assistance.

In order to sell on ShopThing you must be able to ship to both Canada and the US. These are the only two countries which we currently ship to.

All shipping labels will be generated through our Dashboard system. To begin shipment of your orders, please reference our Shipping How-To webpage for step by step instructions!

For sellers outside of Canada and the US, we require seller shipping account integration within our Dashboard system. We currently work with the following supported carriers: DHL (Express and eCommerce), UPS, FedEx, Royal Mail, Australia Post, Purolator, USPS, and Canada Post. If you are an international seller, please ensure to contact hello@shopthing.com for additional support with seller account set-up. This step is required for sellers outside of Canada and the US and can take up to an additional week to set-up.

Shipping Fees: At all times, shipping fees are paid by the customer.

Shipping Time: We kindly request that you ship your package within 2 days of the order being placed.

Customs/Duties: It is your responsibility to be transparent about potential duties customers may face dependent on your shipping carrier and ship from location. For sellers outside of Canada and the US, please include an announcement in the beginning of your events outlining the country you are shipping from, and disclaiming potential duties.

Note: Some sellers may offer free-shipping and customs/duties included in the cost of their goods. Please make sure this is handled with your shipping carrier and a disclaimer announcement is included at the beginning of your events to disclose this.

For each transaction, Sellers will be charged a:

• Transaction Fee (in an amount equal to 10% of the sales price), the tax charged on each Transaction Fee and; a

• Payment Processing Fee (in an amount equal to 3.5% of the final order price), and the tax charged on each payment Processing Fee (if applicable).

*Taxes on the Transaction Fee and the Payment Processing Fee are not applicable for International Sellers outside of Canada and the US.

Sellers in the US or Canada utilizing ShopThing’s carrier accounts to generate a shipping label will also be charged a Seller Protection Fee. See below for more information.

Exchange Fees: Depending on the country of origin of your Stripe account, and the currency accepted by your bank, exchange rate fees will apply when converting funds. Please be aware that these fees are determined by the financial institutions involved and are beyond our control.

Sales Tax: Please be aware that your payout will not include sales tax. ShopThing will automatically calculate, collect, and submit the appropriate sales tax on your behalf, as applicable, on a regular basis.

ShopThing Seller Protection is designed to safeguard Sellers against potential losses for packages that are deemed lost or damaged in transit by the carrier. ShopThing only provides Seller Protection to Sellers utilizing ShopThing’s carrier accounts to generate a shipping label. At this time, seller protection is not available for international sellers, as shipments are made using independent carriers. We recommend adding any additional insurance coverage you feel is necessary to safeguard against lost packages.

Protection Fee Structure: A base fee of $2.00, plus tax, will be charged for orders with a sales price up to $1,000. For every $1,000 increment over $1,000, an additional $2.00, plus tax, will be charged. The Protection Fees will be charged in the Seller's local currency. Learn more about our Seller Protection program here.

Payouts: Payouts are processed through the Stripe platform. During your account set-up process, you are required to connect your bank account information to Stripe. 

Payouts Timing: Payouts are processed weekly on Fridays for orders that have been fulfilled and successfully delivered to the customer. If the order is delivered by the end of day Tuesday in the same week, you can expect to receive your payout that week. Deliveries made after Tuesday will be included in the following week’s payout.

Earnings Report: If you would like to see a breakdown of the fees per fulfilled order, you can now generate an "Earnings Report." At the event level, if you swipe left you will see "Create Earnings Report". If you tap on this we will email you a report that provides a breakdown of the event earnings. Once an order has been delivered the earnings report will update to include your payout total for each order.

You can review all your activity and up-coming payouts by checking your Stripe account.
Log in at connect.stripe.com/express_login
Go to Balances > All Activity, and,
Go to Balances > Payouts for details of all payments to your bank account.

ShopThing maintains an “Authenticity Guarantee” for all items sold within our marketplace. Under our authenticity guarantee, if the item is deemed inauthentic with proof from an authentication certificate, we will facilitate a return and refund to the customer. The item will be shipped back to you, and the return shipping label will be charged to your account. Additionally, this will result in a warning being issued.

As a seller on our Marketplace, it is your responsibility to ensure that all items listed are authentic. To help maintain the integrity of our platform, we require proof of authenticity for your products whenever possible.

Handbag Authentication Process: If you sell a handbag that is equal to or greater than $500 in your local currency, you will be required to send it to ShopThing for authentication. Click here for more information.

International sellers must provide a certificate of authenticity from a trusted authentication service which are Entrupy, Real Authentication, or LegitGrails—for all handbags.

Sellers can be reviewed by customers upon receipt of their purchase. Your customer reviews and feedback can be found under your profile details in the consumer mode in the ShopThing app. We encourage sellers to maintain a high level of customer service through:

Prompt Communication

• Respond to customer inquiries within 24 hours, even faster if possible.

• Be professional, clear, and courteous in all communications.

• Address concerns with actionable solutions to build trust.

• For any inquiries in regards to post-delivery concerns, please direct the customer to hello@shopthing.com where our team will be able to assist.

Customer Feedback

• Monitor reviews and ratings to identify common praises and complaints.

• Use feedback to refine product descriptions, improve packaging, or enhance customer service processes.

Documentation

• Maintain clear records of all customer interactions, receipts, and shipping details.

• Store records in a centralized, easily accessible system.

• These records can be critical for resolving disputes with customers or shipping carriers.

Offer Great Service

• Provide timely order updates, including confirmation and shipping notifications.

• Consider including a handwritten note or small bonus item within orders to delight customers.

• Handle complaints or returns generously to foster goodwill and repeat business.

Final Sale Policy: All items sold on our marketplace are final sale. However, it is your responsibility to accurately note any damages or discrepancies in your product descriptions and media. If a customer receives an item that does not match the description or images, ShopThing will review all relevant information to determine if a return is justified and should be initiated. Before a final decision is made, our customer service team will reach out to you to discuss possible solutions (if applicable).

Order Cancellations: If an order needs to be canceled after confirmation, please contact our customer service team at hello@shopthing.com with all relevant details. Our team will handle all communication with the customer. 

Additional Damage or Discrepancy Before Fulfillment: If damages or discrepancies are found before fulfilling the order that was not disclosed in the original listing, please inform our customer service team at hello@shopthing.com with all relevant information and media. Our team will handle all communication with the customer directly.

Missing Packages: Please refer to the Seller Protection tab below on ways we are assisting sellers with missing packages. International Sellers outside the US and Canada must assume responsibility for any issues that may arise, including missing or lost packages. We highly recommend considering the addition of shipping insurance to your carrier account, if available. You can include the cost of shipping insurance in your product subtotal. If a package is determined to be missing or lost, and the customer has purchased our shipping insurance (package protection), the customer will be eligible for a refund. Please note that in such cases, the refund will result in a reversal of your payout for that specific transaction. We advise you to file a service ticket with the carrier to investigate the circumstances surrounding the package's handling.

Returned to Sender Packages: If a package is returned to sender, please reach out to our customer service team at hello@shopthing.com to coordinate a reshipment to the customer. If the customer does not respond, we suggest relisting the item for sale, as no payout will be issued for the transaction as the item was not successfully delivered.

Chargebacks & Disputes: In the event that a buyer initiates a credit card chargeback, ShopThing will respond to the payment processor on behalf of the seller. Sellers may be required to provide supporting documentation within five (5) business days. Please note that ShopThing reserves the right to recover any funds related to the chargeback from the seller, in line with our platform policies.

To help avoid disputes and chargebacks, we strongly encourage all sellers to:

• Provide clear, accurate, and honest product descriptions

• Ship items in a timely manner

• Communicate proactively with customers if any issues arise

If you need assistance or would like help managing a customer concern, our support team is always here to help athello@shopthing.com.

If your account is flagged for suspected authenticity concerns or any violation of ShopThing’s Seller Terms, all pending payouts will be immediately paused. Additionally, any active or upcoming events will be temporarily removed from the platform while a thorough internal audit is conducted.

ShopThing may request further documentation or clarification related to your listings or account activity during this process. You will be notified via email with updates and next steps.

If a violation of the Seller Terms is confirmed, it may result in account suspension or permanent removal from the platform at ShopThing’s sole discretion.

For any additional questions, please reach out to our support team at hello@shopthing.com.