July 19, 2017 Seller Changes FAQ

For Sellers:


Are there instructions for packing my box?

Here are some general instructions for packing your own box or a box provided by Swap.com.

  • Make sure the box is in excellent condition
  • Maximize space, fill empty spaces
  • Remove batteries out of toys and electronics
  • Do NOT wrap boxes in brown paper or tie with string
  • Do NOT use newspaper (may leave ink)  or real popcorn to stuff packages
  • Seal the box with packing tape AVOID using duct, masking or cellophane tape


How big can my box be?

Your box may not be larger than 20L” x 20W” x 17H” or exceed 50 pounds. Heavy boxes are difficult for our staff to lift and break easily when moved. If your boxes exceeds our size and weight limits, you will be assessed a surcharge of $25. This will be deducted from your sales.


How do I send in a box to Swap.com?

Sending in a box is as easy as 1-2-3...

  1. Print a prepaid shipping label or request an Inbound Box and send to Swap.com.
  2. You will be notified of which items were accepted and if any were not accepted. Any accepted items will be photographed, priced* and listed on the site.
  3. You’ll receive an email from us as soon as an item sells. Please know inbound service fees will be deducted from your sales first. Once the negative balance is paid off, you will start earning profit.  

*If you printed a label on or after July 19, 2017, we will price your items. Otherwise, there is a 30 day grace period. After August 18, 2017, all items listed on Swap.com will be priced by us.


How many boxes I can send in?

You may send in up to three boxes a month. This limit may increase as we work with all our sellers to help improve the quality of merchandise they are sending into Swap.com, helping to keep reject rates below 20%.


If you are a first-time seller, you may only send in one box. This will be considered your pre-qualifying box. Once it has been processed, we’ll be in touch with feedback to ensure you understand what we will and will not accept. The key is to become familiar with our acceptance criteria before sending your box.  

How long will it take for my box to be processed?

Unfortunately, our processing queue for inbound boxes is experiencing a heavy backlog. As a result, processing times for inbound boxes are taking an average of 60 days. Our average processing time is typically 30 to 60 days. We appreciate your patience as we work quickly to reduce this backlog.  


How do I price my items?

To ensure your items are competitively priced with similar merchandise, we are going to have all items evaluated and priced by our Swap.com price optimization algorithm. Any new items we receive as of July 19, 2017 will be priced by Swap.com. Items received before this date will still be priced by you until August 18, 2017. After that date, Swap.com will price all items.


As another option, we offer SureSell on every item, which means you can immediately sell your items to us for cash.

Why don’t you allow sellers to price their own items?

To help maximize your profits, we’ve invested significantly in building algorithms to optimize pricing for both sellers and buyers, and are excited to implement our unique technology. As you know, Swap.com is a unique, full-service option unlike other peer-to-peer marketplaces. From handling all fulfillment to merchandising and marketing, we do the heavy lifting for you. Pricing your items to sell is a natural extension of our business to serve you better.   


If I sent my box in before the seller policy changed (i.e. July 19, 2017), will Swap.com price my items?

If you sent in your box with labels prior to July 19,2017, you will still be able to price your items. However, Swap.com will price all items on the website as of August 18, 2017. If within those 30 days, you decide you no longer want to partner with us, you can ship your items back to you for the standard shipping rate of $5.99.


What happens after I send in my box? What if some of my items are not accepted?

Once we receive your box, our team of merchandisers will evaluate your items for quality and condition. From there, we will do all the heavy lifting for you, which includes taking photos, merchandising, pricing and listing on Swap.com. You will receive an email notification when your items are live on Swap.com.


We will also notify you if any of your items are not accepted. At that time, you have 14 days to choose if you want to have the items shipped back to you for $5.99, or have us donate the items. Check out SureSell & Donate for more information on donating. If you do nothing after 14 days of being notified, Swap.com will take full control of your items.


Where do I locate my non accepted items?

To locate your non accepted items:

Click on "My Account"

Click on "Ship Items to Me" 


Will I be penalized if my items are not accepted? Are there any fees?

Swap.com charges a fee if 40% or more of your box is rejected. Unfortunately, the bulk of our current processing time is spent sorting through rejected items and oversized boxes. As a result of this new fee structure, we’re confident production and processing times will become more streamlined, helping you earn money faster.


If >50% of your box is rejected

$10 fee

If 40%-50% of your box is rejected

$5 fee


How much money will I make on my items?

On July 19, 2017, we launched a new, simplified commission model. The new system has three levels. In response to your feedback, we eliminated the previous $1.50 per item fee and replaced it with simple flat percentages. In addition, we now provide generous store credit, but still give you an option to choose a cash payout.

Any boxes sent with labels created as of July 19, 2017 will remain under the former commission model of 30% + $1.50 per item.


New commission model



Item List Price

Sales Proceeds

Cash to Credit Ratio*


Over $20.00 

Earn 70% credit or 60% cash



$10.00 - $20.00

Earn 50% credit or 40% cash



Under $10.00

Earn 30% credit or 20% cash


*Cash to Credit Ratio is calculated by dividing the credit percentage with the cash percentage, e.g. 30% / 20% for Tier 1 gives 1.5.

NOTE:  Items sold via Sure Sell will be paid out in cash only.  

The list price of your item will determine which rate you earn, but your commission $ will be based on the actual sales price. For example, a $10 item that sells for $8 would earn you 50% of the $8 sale (i.e. $4) in credit, or alternatively 40% of the $8 dollar sale (i.e. $3.20) in cash.


Additionally, we will deduct a standard fee of $11.90 for shipping and $14.90 for shipping plus packing materials sent to your home. Oversize box and high reject rate surcharges will also apply.


Why did the commission structure change?

We have received an overwhelming amount of items and the seller queue has grown to over 60 days. We want to encourage our customers to embrace both sides of our business, which is why we added the option of being paid out more generously in store credit, while still keeping the option of being paid out in cash. Our mission is to motivate both our buying customers and selling partners to buy secondhand first. We sincerely hope you’ll give it a try!


Can I accept store credit for some items and cash for others? Or, do I need to choose store credit vs. cash?


You will not be able to select store credit if you have a negative balance. Once the balance is paid off, you can select store credit. If you do not indicate if you want cash or credit and you have a positive balance, your items will default to store credit.  


When will I receive payment for my items that have sold on Swap.com? Is it different for store credit vs. cash?

Cash payouts are completed on the 1st and 16th of the month through PayPal. If you don’t have PayPal, sign up for a free account now. If the 1st or 16th falls on a weekend or holiday, your account will be credited the next business day. Store credits are applied to your account immediately.   


If you don't have a PayPal account and sold an item, your payment will be sent to the email address attached to your Swap.com account. You have 30 days to accept the payment via PayPal. After 30 days, the payment is sent back to Swap.com as unclaimed. If you already have a PayPal account, please make sure the email address is linked to your Swap.com profile and that all of your information is verified.


What if someone returns my items?

If you are selling items on Swap.com, rest assured that we assume responsibility for returned item(s). Your sales are not impacted by returns.


How do I get my items shipped back to me from Swap.com?

You can ship your stored items to yourself from Swap.com at any time. By combining multiple items in a single shipment, you can save considerably on shipping costs. Shipments sent back to you may not exceed the 20-pound limit. If a return shipment weighs more than 20 pounds, the shipment will need to be paid for in advance and in full.

  • To ship out items, go to My account -> My items -> Ship items to me.


If your items were not accepted by Swap.com, you can have them shipped back to you for an outbound fee of $5.99. However, if those non-accepted items weigh more than 20 pounds, the return shipment will need to be paid in advance and in full.  


Are there storage fees for my items?

No, items sent into Swap.com are stored for as long as they are up on our site. You also have the option to sell items to Swap.com that aren’t selling. Check out our SureSell Guarantee for more information.  


How do I get my items in storage shipped back?

To ship items from your account, follow these 5 steps:

  1. If you haven’t or want to add a shipping address, go to the My settings and then Ship items to me
  2. Select the items you want shipped back and don’t forget the filter on the left side
  3. Select your receiving address and click “Calculate Price” on the left. To see how that cost was calculated, visit "Shipping rates and other fees"
  4. To continue with the payment process, click “Pay in PayPal”  
  5. You will be directed to a confirmation page and receive an email


If your items are not accepted and you didn’t ask for them to be returned nor donated after 14 days from receiving our email notification, Swap.com will automatically donate them and they will no longer be available in storage. Items can be shipped back to you for a $5.99 shipping fee. If a return shipment is over 20 pounds, it must be paid for in full before shipment.

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