As a seller
Cancelled sales are subject to a 5% charge to cover the cost of payment processing fees. This charge will occur at the time of cancellation.
Cancellations will show in your public profile reviews in order to maintain a transparent marketplace, unless the cancellation was requested by the buyer, so long as the reason for the request is not one of the below reasons. Consistently cancelling will result in account restrictions.
*We highly recommend you contact the buyer if you need to cancel for any reason. Communicating is key! 🔑
A cancellation fee may be charged if the order is cancelled because:
- The seller failed to ship the item within 5 days of purchase
- The seller sent the wrong item to the buyer
- The seller simply does not want to sell to a specific buyer
- The item is no longer available for sale, including, but not limited to:
- The item was held for a buyer but was later sold to another buyer
- The item was previously sold outside of HopUp and the post was not deleted
- The seller has decided they simply no longer wish to sell the item
- The seller and buyer agreed to accept payment outside of HopUp
- The seller wishes to accept payment outside of HopUp after the buyer already placed an order (whether or not the buyer agrees to this)
- An item sells by auction and the seller wishes to cancel the sale due to the sale price being too low.
- TIP: Make sure your reserve price is the lowest you're willing to sell for in an auction to avoid this!
- The seller has asked for the buyer to contact them before/after purchase and before shipping, including, but not limited to:
- Asking the buyer in DMs to reply to the seller before they ship the order
- Asking the buyer to DM first within the item description
- Asking the buyer to pick a size/color/etc. by sending a DM to the seller
- The seller should create separate listings for each available size/color/etc. to avoid this
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NOTE: It is impossible at this time for buyers who purchase through our website, hopupairsoft.com, to message a seller.
- Buyers who purchase through our website for the first time may appear as a new account. That's okay, you're safe to ship even if the buyer does not reply to you, as long as an order was created in your (the seller's) app under Profile > Selling > "Sold" tab.
As a seller, if you need to cancel an order and the reason for cancellation is not one of the above, do not cancel the order yourself and Contact HopUp Support to cancel the order to avoid any fees or penalties.
As a buyer
A buyer can submit a request to a seller in the app by contacting the seller first to cancel an order at any time before the seller has provided a tracking number to the buyer. If a seller agrees, there is no cancellation fee charged to the buyer or seller and the order can be refunded, so long as the reason for the request is not one of the above reasons. HopUp Support must be contacted to cancel orders in this case, once the seller agrees to cancelling the order, to avoid any fees or penalties. The seller should not cancel the order themselves, otherwise, a cancellation fee and penalty rating will be assessed.
However, if a seller denies, the transaction will continue as normal, unless the seller fails to ship the item within 5 days.
For issues with a delivered item within 3 days of delivery, see Purchase Protection for Buyers