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Frequently Asked Questions
FAQ for sellers
Why haven't I received payment for my sale yet?
Why haven't I received payment for my sale yet?
Oliver at Second Skin avatar
Written by Oliver at Second Skin
Updated over a week ago

We strive to get sellers their payment as quickly as possible. Several factors determine exactly how long that takes:

  1. How quickly the buyer marks the transaction as complete once they've received their item.

  2. The time it takes for your bank to clear the payment once it's been triggered.

  3. Whether a dispute has been raised.

  4. If any additional information is required to verify your ID or address.

Marking a transaction as complete

We ask buyers to mark a transaction as complete within 72 hours of receipt. This gives them time to check that the item is as expected. As soon as they complete the transaction, a payout will be triggered from Stripe to your bank account.

It's important to remember that buyers have 72 hours from the day they receive their item to mark a transaction as complete, not 72 hours from the date you sent it.

If the buyer hasn't clicked to complete the transaction within 72 hours, and they are not responding to your messages, let us know. Provided that you have sent the item using a tracked service and can prove the item has been delivered, a Second Skin admin can initiate the payout for you.

Payments clearing your bank

Once a payment has been triggered by our provider, Stripe, it will take several days for the balance to reach your account. The exact amount of time depends on your country and your bank.

To find out typical timings for your country, check out this Payout Timing Guide from Stripe. Please note, these are guides. Your experience may vary depending on local events like bank holidays.

Disputed transactions

If the buyer disputes a transaction the payout will be temporarily held while the dispute is investigated. We aim to resolve disputes as quickly as possible. The exact timing will vary depending on the specific issue.

ID or address verification

Depending on your country, our payment provider, Stripe, is legally obligated to verify your identity or home address. This is to comply with laws and regulations that prevent money laundering, tax evasion, and other financial crimes.

The information needed varies by country, but can be any of the following:

  • Driver's license

  • Passport

  • Another Government-issued ID card

  • Utility bill

  • Bank statement

Occasionally, Stripe will require you to confirm or amend the information they have regarding your ID or address. These checks are not a cause for concern. They are part of a routine process that ensures their platform (and by extension, ours) is compliant with financial law.

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