Frequently asked questions
Quick answers to the most common questions about buying, selling, money, and safety on MerkatoHQ.
Short answers to the things people ask most. Each links to the fuller guide.
Buying
Is my money safe if the item never arrives? Yes. Your payment is held in escrow and is never released on a timer. It moves only when you confirm receipt or a dispute is resolved. If an item doesn’t show up, don’t confirm, and open a dispute. How escrow works →
When does the seller get my money? Only after you press Confirm receipt, or if a dispute is resolved in their favour. Not at checkout. Confirming receipt →
What does it cost me to buy? The item price plus a small processing surcharge (2.9% + $0.30), shown separately at checkout. Fees explained →
What if the item is wrong or damaged? Don’t confirm receipt. Open a dispute and our team steps in. Refunds & disputes →
Can I pay outside MerkatoHQ if the seller asks? No. Off-platform payments have zero protection and are against our rules. Always pay through checkout, and report anyone who asks. Payments →
Selling
How much does selling cost? A commission taken from your payout: a flat 5% of the sale price, with a $0.50 minimum. Paid plans lower this. Fees → · Plans →
Why can’t I list anything yet? You must finish payout onboarding first, so we can pay you. Getting started →
When do I get paid? When the buyer confirms receipt (or a dispute resolves in your favour), the funds are released and paid out to your bank via Stripe. Getting paid →
What can’t I sell? Weapons, drugs, stolen or counterfeit goods, adult material, and illegal services, among others. Prohibited items →
Do I need a subscription? No, selling is free. Paid plans just lower your commission and add tools once you sell regularly. Plans →
Account & data
How do I keep my account secure? Add a passkey and keep new-device alerts on. Account security →
Can I get a copy of my data, or delete my account? Yes. Export or request erasure under Settings → Security & data. Some transaction records are retained where the law requires. Account security → · Privacy →
I got an email claiming to be from MerkatoHQ. Is it real? Check Settings → Notifications → “Emails we’ve sent you”. If it isn’t listed, we didn’t send it. Account security →
Can I change the email address I sign in with? Yes. Settings → Security → Sign-in email. We email a confirmation link to the new address and a heads-up to the old one, and nothing changes until you click the link. Account security →
How do I stop MerkatoHQ emails? Settings → Notifications, where each type is separate. Product news is off unless you turn it on, and every promotional email carries an unsubscribe link. Emails about your own orders, offers, messages and payments can also be switched off, but we’d rather you didn’t, because they’re how you find out that money has moved.
How do I get a record of my sales for taxes? Generate a transaction statement for any period from the Reports page. Tax statements →
Still stuck?
If your question isn’t here, contact support.