FAQ: Selling on Expressboard

How do I set up a showcase shop on Expressboard?
It's easy to set up a shop on Expressboard. First, you need to create an Expressboard account (if you don’t already have one). After you successfully logged in, click on the red "+" sign icon with the text "Create" next to it on the header bar next to your username, you will be taken to the "Create a showcase" page. If you are selling for the first time, you will see a banner on top of the "Create showcase" page asking you to connect to Stripe. We use Stripe to process all orders on Expressboard. Once you click on the banner, you will be taken to the next page where you can set up your Stripe account. After you are done, you will be taken back to Expressboard and you can start filling out the content (title, location, tags and descriptions) to sell items in your showcase page. Then, you are all set to start selling. You will only need to connect to Stripe once ONLY. You can choose whether you want to allow rating and comments shown on the item page. When you are done, you can click on the "Save Draft & Show Preview" button to review your listing on the next page. You can then decide if you want the item listing to go live right away or save it as a draft to publish later. If you run into problems filling out the form or have trouble during the selling process, please do not hesitate to contact us at support@expressboard.com.
What can you sell on Expressboard?
Besides allowing people to showcase themselves, Expressboard is also a global marketplace for makers, artists, designers, photographers and other creative professionals to sell their creative and original work, DIY and handmade goods directly to buyers around the world. We want to make sure that you and your buyers have a positive experience on Expressboard. Please take a minute to read the community guideline (https://expressboard.com/resources/guidelines) and the section about the rights and responsibilities as a seller on Expressboard, and what is expected of you, as a seller.
How do fees work on Expressboard?
Joining and starting a showcase shop on Expressboard is free. There is no fee to list a showcase item to sell on Expressboard. Once an item sells, there is an 8% fee which including transaction fee and payment process fee (2.9%+0.30 per successful card charge) deducted from the sales price (not including shipping costs). If your bank's currency is not USD, the amount may differ based on changes in the exchange rate. The payment processing fee may also vary by bank country. If you have questions about transactions and fees charged to your account, please send us an email to billing@expressboard.com
What are the available payment options on Expressboard?
At the moment Expressboard supports payment through Stripe only. Stripe enables seamless credit card payments in your checkout with support for credit cards like VISA, MasterCard, American Express and more. Creating and connecting your Stripe account is fast and easy! Learn more about Stripe's transaction fees at https://stripe.com/us/pricing. However, we are in the process of adding another payment method to allow people to buy and sell more effectively worldwide. We do realize that some sellers are based in countries where other payment gateways are the big players, but right now all we can do is to apologize for any inconvenience that this may have caused you, and we appreciate your understanding as we continue to improve features and functionalities on Expressboard. Until we can offer you more options, we hope that you are happy to use Stripe while we continue to improve Expressboard each day!
What should I do if I have an issue with the seller / buyer?
First, please read all detailed information such as a seller's shipping and return condition and policy that is written on the showcase item page before committing to the purchase. Getting to know what you are buying and the seller's policies can help you to make an informed decision about purchasing from their shops. If you have any questions on a purchase or issues with the seller that you think that we could be of any help in the process, please feel free to drop us a line at support@expressboard.com, we will glad to help out.
What should I be aware of as a seller from Europe?
If you reside anywhere in Europe, you might be responsible for the Digital VAT (Value-Added Tax) Fees. Under European Union law, when you sell a digital item that is downloaded automatically to a buyer living in the EU, VAT (a value-added tax) must be collected based upon the rate that is charged in the country where the buyer is located. To make this convenient for you, Expressboard will automatically increase the amount charged to the buyer of the digital item to collect the correct amount of VAT, and Expressboard will remit the VAT to the tax authorities. The amount will depend on the buyer’s country of residence. Important legal note: Solely for VAT purposes, when you sell a digital item to an EU buyer, you are legally supplying the item to Expressboard, Expressboard will supply the digital item to the buyer, and the buyer will be treated as a consumer.
What is Expressboard's policy on fee avoidance?
Any action by a seller to avoid paying a fee is considered fee avoidance and is strictly prohibited by Expressboard. This includes, for example, encouraging buyers to purchase an item in your Expressboard Shop through another venue outside of Expressboard. The price stated in each listing description must be an accurate representation of the sale. Sellers may not charge excessive shipping fees. Sellers may not alter the item's price after a sale for the purpose of avoiding Expressboard transaction fees, misrepresent the item’s location, or use another user's account without permission.
What things should be taken into consideration when calculating the taxes on the items I list on Expressboard?
You are responsible for collecting and paying any taxes associated with using and making sales through Expressboard’s services. If you sell physical goods on Expressboard and reside in the US or Canada, you have the option of either including applicable taxes in your listing prices, or excluding applicable taxes from your listing prices and then using our sales tax tool to calculate the tax owed on each sale. If you sell physical goods on Expressboard and reside outside of the US and Canada, you need to include all applicable taxes in your listing prices. Expressboard will issue 1099-K forms to certain sellers in the United States to comply with IRS requirements. For digital items sold to buyers in the EU, Expressboard will help you collect and remit VAT as described above in the Digital VAT (Valued-Added Tax) Fees section. Please remember that Expressboard's fees do not include any withholding taxes that might apply in your home country.
My customer wants a refund, but the card used to make the charge has expired or was canceled. How do I issue a refund?
Please log into your Stripe account and issue the refund. You can safely refund the original card, as banks will reroute the refund on their end. If the card is expired or cancelled, the customer’s new card will be credited with the refund. In the rare case that the customer doesn’t have a new card, the bank will usually send the refund to the customer’s bank account. In the worst case, the bank won’t know what to do, and will send the refund back to Stripe, at which point Stripe will contact you via email to ask how you would like to handle the refund.
Can I cancel a refund?
Refunds can't be cancelled once issued if you process the payment using Stripe. If you'd like to charge your customer for the amount that you have refunded, you can create a new charge for your customer. If the card that you have refunded is expired or cancelled, the customer's new card will be credited with the refund. In the rare case that the customer doesn't have a new card, the bank will usually send the refund to the customer's bank account. In the worst case, the bank won't know what to do, and will send the refund back to Stripe, at which point Stripe will contact you via email to ask how you would like to handle the refund.
How do I credit a customer?
First, you will need to log into your Stripe account. When you are logged in in Stripe, go to to your customers list and select the customer ID. Click on “Update Customer Details”. Please watch this video for detailed instructions: https://stripe-support-uploads.s3.amazonaws.com/uploads/credit_customer.mp4
Do I get email receipts for every transaction?
If you check off the box to receive receipts in the "Emails" section under your "Account settings", then you will be notified of every transaction of the item(s) you are selling from your Expressboard account. Please read the article here for more information on email receipts: https://support.stripe.com/questions/email-receipts
How does the dispute process work?
After you or your customer makes a dispute, Stripe receives a notification of the disputed charge. They will send you an email with details. Additionally, Stripe will send a charge.dispute.created event to any webhook URLs you have. Stripe will deduct the disputed amount and fee from your account the day after a dispute is received. If you win a dispute, Stripe will deposit the amount back into your account the next day. In some cases, a disputed amount is not deducted immediately, because the cardholder’s bank has not initiated movement of funds. These “pre-chargebacks” differ from immediate chargebacks, and can be refunded. Stripe will send any evidence you submit to the credit card’s bank. That company will then make a decision about whether or not to resolve the dispute in your favor. The disputed amount is refunded to your bank account if the dispute is resolved in your favor. If you choose to respond to the dispute, Stripe will submit any information you can provide to your customer’s credit card company and keep you posted afterwards. You will read more about disputes and charge-backs here: https://support.stripe.com/topics/disputes-and-fraud
How to avoid fraud and disputes with Stripe?
Often frauds happen when a credit card or credit card number has been stolen or used without the permission of the rightful owner. This is usually noticed by the rightful owner when reviewing their credit card statement, after which he or she will file for a dispute to receive a refund of their money. We would recommend anyone using Stripe to do is activate the CVC (card verification code) or AVS (address verification system) checks in your Stripe dashboard. To activate these checks, log in to Stripe and go to Account Settings in your dashboard. In the Account Settings, check to decline both the failed CVC as well as postal code verification. Keep in mind that fraudulent charges are the Stripe account owner's responsibility, therefore it is your responsibility to make sure you do everything you can to prevent fraud. Except for the above, this also includes looking out for and identifying potential fraud. It is up to you as shop owner to check customer data before sending out any order, as you are the one who possess the most information about your customer at the time of purchase. If you spot anything out of the ordinary, don't send out an order before investigating the case further.
What to do if you suspect you found a fraudulent charge?
It is recommended that you do not ship the order but instead issue a full refund as soon as possible for any charge that you believe have been made without the rightful card owner's authorization. Stripe recommends that you issue refunds for any potentially fraudulent charges through their "Report fraudulent payment" link on the charge's detail page. The difference between this and issuing a regular refund, is that you at the same time file a fraud report to Stripe. To find this option please go to "Payments" in your Stripe dashboard. Here scroll down to the "Card" section and you will find "Report fraudulent payment". As long as you follow these guidelines, you have done what you could to protect yourself and your business against fraud. Never hesitate to contact us or Stripe if you have any questions on the topic - we'd be glad to help!
Will I receive a 1099-K and what do I do with it?
If you are selling items in your showcase on Expressboard, you will probably get a 1099-K form. If you weren't eligible for a 1099-K (you didn’t process 200 charges and $20,000 in the last reporting year), you can export the same information from your dashboard. Please read this article for more details: https://support.stripe.com/questions/will-i-receive-a-1099-k-and-what-do-i-do-with-it.
What are some tips for selling at Expressboard?
Following the points can help you provide great customer service on Expressboard: 1. Give a detailed description of the item that you are selling; 2. Upload genuine photos of the item; show photos of different angles / sides of the item if necessary; 3. Fill out your shop policies to clearly explain your policies to buyers. Be sure that these also meet the minimum standard of Expressboard's policies. 4. Honor your processing times. 5. Respond to conversations (messages) in a timely manner. 6. Try to work out disagreements or disputes directly with the buyer. In the unlikely event that you can't reach a resolution, Expressboard's support team can help. 7. If you are unable to complete an order, you must notify the buyer promptly and cancel the order.
What are the rules apply to Minors selling on Expressboard?
Individuals under the age of 18 are considered minors on Expressboard. Minors must have a parent or legal guardian manage their Expressboard accounts. We believe there are many kids and teens who are creative, but to ensure we have a safe environment for every user on Expressboard, we have the following restrictions in place for legal reasons: All minors, both buyers and sellers, may not make purchases unless they're under the direct supervision of the parent or legal guardian who manages their Expressboard account; All financial information on the minor's Expressboard account, such as a credit card or Stripe account, must be that of a parent or guardian. Minors must update their profiles (in the "About" section) to disclose who is involved in the account, e.g., "[Minor's first name] has permission to make purchases on Expressboard, and her/his parent/guardian oversees this Expressboard account." The parent/guardian of a minor must write to contact@expressboard.com with a statement of permission. The subject line should be "Parent/Guardian of [Expressboard username] wishes to activate account. Minor Selling on Expressboard: Minors who wish to sell on Expressboard must follow some additional policies: 1. Use the "About" section in Profile page to disclose all members of the shop, including the parent or legal guardian. 2. All billing information must belong to the parent/guardian responsible for the account; 3. For more information please review our Terms of Use at https://expressboard.com/resources/terms

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