Frequently Asked Questions (FAQ)
“Buyers” are parties requesting for help to purchase items, and “Sellers” are parties offering help to purchase items.
For all users:
Cashback Promo (deals matched until 30Apr2024) Cashback will be credited back to buyers who paid deposit for their transactions by 30Apr2024, via the payment method they used. Cashback value will be based on total accumulated transaction value from 24-30Apr2024, and will be credited within 3 working days from the date that buyer confirmed receipt of their items.
Q1: How do I create a listing on the platform?
A1: To create a listing, simply sign in to your account, and click on the "Post a New Listing" button on the top right. If you are looking to get help buying an item abroad, select “Help me buy” type of listings. Provide as much detail as possible of your preferences (size, colour etc) to ensure that the Seller will be able to purchase the right item per your desire.
Q2: What fees are involved when selling on the platform?
A2: Listings are showing prices before fees applicable to the Buyer. The platform charges Buyers a platform fee of 8%+$2 which serves to maintain the platform’s processing costs and allow us to continue to provide the payment-escrow service that protects both Buyers and Sellers in a transaction. By holding the funds with us, Buyers are assured that payment is released to Sellers only after receiving the item, and Sellers can purchase items on behalf of Buyers with peace of mind that the payment due to them has been deposited with us.
Q3: What are the modes of collection?
A3: Buyers and Sellers may indicate the mode(s) of collection they are comfortable with - (1) via meet-up or (2) via doorstep delivery with a courier service. For deliveries, we would recommend using J&T Express which does not require Sellers to print any shipping labels to arrange delivery, but you are also free to use other delivery providers which the Buyer is agreeable with. Please note that delivery providers have a cap on their insurance in the case of lost/damaged goods ($100 for normal J&T deliveries), you are thus encouraged to select the meet-up option for higher value item goods. For Sellers sending parcels, you may find more information on sending parcels below. Please note that it is your responsibility to ensure that the packaging is secured, to avoid damages or delays.
As a guideline, our shipping fees when posting listings are per follows, by Weight and Dimensions (Height x Weight x Length) - Small, $6 - Weight up to 5KG and Dimensions up to 25,000 cm cube Medium, $8 - Weight up to 10KG and Dimensions up to 50,000 cm cube Medium, $12 - Weight up to 30KG and Dimensions up to 150,000 cm cube
Q4: Where do I see the statuses of my enquiries or matched deals?
A4: To view the listings you posted, click on your display photo on the top right > Your Listings. To view the statuses and chats on listings you have interacted with, or your ongoing deals, click “Enquiries & Deals” at the navigation bar.
Q5: How can I ensure a safe transaction?
A5: If collecting items by meet-up, we recommend meeting in safe, public locations for transactions. Always verify the other party’s identity, inspect the item before confirming receipt on the platform, and use our in-app messaging system for communication.
Q6: What if I encounter a problem with a transaction or a user?
A6: If you face any issues with a transaction or user, please contact our support team immediately. We take user safety and satisfaction seriously and will assist you in resolving any disputes.
Q7: Can I negotiate the price of a listing?
A7: You can select “Help to Buy” or “Buy Now” if you are agreeable to transact at the listing’s price. If you wish to negotiate the price, click “Not sure yet? Send an enquiry” to negotiate prices in a private chat. Please be respectful and reasonable during negotiations.
Q8: How do I leave a review for a Buyer/Seller?
A8: After a successful transaction, you can leave a review for the other party. Your feedback helps build trust within our community and enhances the overall experience for all users. Your ratings will be viewable by other users of the platform who interact with you via listings.
Q9: What should I do if I suspect fraudulent activity on the platform?
A9: If you suspect any fraudulent activity, such as fake listings or scam attempts, please take a screenshot and report the user or listing to us immediately. We have measures in place to investigate and take necessary actions against such activities.
Q10: Are there any restrictions on what items can be listed on the platform?
A10: Yes, there are certain restrictions on prohibited items such as illegal goods, weapons, and adult content. Please refer to our guidelines for more information on listing restrictions.
Q11: What payment methods are accepted?
A11: We currently accept debit/credit card payments only. This allows us to place a hold on your card for the agreed amount without charging it immediately, especially if you are posting a listing to request help purchasing an item and are pending a match.
For Buyers:
Q1: How do I receive my items?
A1: If you are posting a listing seeking help to purchase items, you will be able to specify in your listing if you would prefer to receive your item in person via meet-up with the Seller, or via delivery. If you are purchasing from a Seller’s listing offering help to purchase an item, the listing will specify if meet-up and/or delivery is available.
Q2: Is my credit card charged immediately when I accept a deal?
A2: When you proceed with a purchase by providing your credit card details, this authorises a hold on your credit card without charging your card yet. Your card will be charged for the authorised amount on the earlier of 6 days later, or when the Seller has clicked to confirm that the item has been delivered. In the circumstance of Seller not being able to fulfil the order, you will receive a full refund including platform fees.
Q3: I have found the item elsewhere. Can I cancel a “Help me buy” listing I posted?
A3: Yes you can, your listing can be cancelled before a Seller has accepted to help you purchase the item and before you have authorised your card for the purchase. It is not cancellable after you have placed payment as the Seller would have purchased the item then.
Q4: How does the platform ensure I will receive the item before releasing payment to the Seller?
A4: Your payment will go to BorderBuys and is released to the Seller only when you have confirmed receipt of the item, or 5 calendar days after Seller has indicated the item is delivered, whichever is earlier, barring no Dispute raised by Buyer by then. (To discuss and confirm)
Q5: What is the dispute process if the item is wrong/defective?
A5: You can dispute a transaction if the item does not match the description in your posting or is defective. Please raise disputes within the dispute window of 5 calendar days after Seller has indicated “Item has been delivered” in the listing. Please reach out to us if you would like to raise a dispute, via the Contact Us page, or info@borderbuys.com.
Q6: What happens if I do not like the item received? What are the refund terms?
A6: When posting listings looking for help to purchase an item, we encourage you to be accurate and specific in your posting’s description and photo, as Sellers will be following your listing’s details in making the purchase on your behalf. As Sellers make purchases on your behalf based on your posting’s requirements, you will be entitled to a refund only if the item does not match the description in your posting. Postings are editable until the deal is matched with a Seller, after which any additional information changes or can be communicated via the chat. Please inform Sellers via the private chat function on any changes in requirements, at latest by the time you provide your card details for the deal. It would also be helpful to provide alternative backup colours in case your first choice is not available when Sellers visit the store.
For Sellers (Travelers):
Q1: How does the platform ensure I will receive payment for the item I helped purchase?
A1: Buyers have to authorise their cards to be charged the total due amount when a deal is confirmed, and you will be informed that payment has been deposited with BorderBuys. Sellers are assured of payment as long as they have purchased the item per the listing’s requirements.
Q2: How do I get paid?
A2: You will receive your payment via PayNow or Bank Transfer, which details you can update anytime under “Account Settings > Payout details”. You will receive payment within 3 working days after Buyer has confirmed receipt of the item, or 5 calendar + 3 working days after you have indicated the item is delivered, whichever is earlier, barring no Dispute raised by Buyer by then. (To discuss and confirm)
Q3: How do I arrange delivery to the Buyer? Can I deliver it myself?
A3: For listings indicating collection via meet-up, you may arrange meet-up details in the private chat that opens up within the listing with the Buyer. For listings indicating collection via delivery, you can choose to deliver it yourself or use delivery partners that provide tracking of parcel status. Please communicate the delivery method to the Buyer via the private chat function in your matched listing (at “Enquiries & Deals” at the navigation bar). We recommend using J&T delivery which provides a door-to-door pickup and delivery service from your home directly, and also does not require you to print a shipping label. To arrange delivery, simply download the J&T Singapore mobile app, create an account and request for a delivery pickup. More details can be found on https://www.jtexpress.sg/jtapp.
Q4: Do I have to pay Goods & Services Tax (GST) when returning to Singapore with the items?
A4: Yes, all goods brought into Singapore are subject to Goods & Services Tax (GST). GST is applicable on all items brought into Singapore regardless of whether foreign sales tax was paid for the item overseas, and regardless of whether the traveller has claimed a tax refund for the item abroad. More information is available on https://www.customs.gov.sg/individuals/going-through-customs/arrivals/duty-free-concession-and-gst-relief/