Seller Protection for Merchants

We know selling online securely is a challenge for merchants. Our Seller Protection Policy will protect your online sales, minimize claims and chargebacks and help prevent merchant fraud. Go ahead, set up shop. We've got your back.

 

What are the requirements for Seller Protection?

Basic Requirements

• Your permanent address (listed in your Flykk® account) must be in the EEA or UK.
• The item must be a physical, tangible good that can be shipped, except for items subject to the Intangible Goods Additional Requirements below.
• Ship to the address on the Transaction Details page.
• If we request documentation or other relevant information, we ask that you respond promptly (typically within ten business days).
  
  

The detailed Seller protection basic requirements can be found in the Seller Protection section of our flykk® User Agreement.

Additional Requirements

 

For “Item Not Received” cases:

1. The payment must be marked “eligible” or “partially eligible” on the Transaction Details page.
2. You must provide proof of delivery for the item

 

For “Unauthorized Payment” cases:

The payment must be marked “eligible” on the Transaction Details page.

You must provide Proof of Delivery or Proof of Shipment as described in flykk® User Agreement.

For Intangible Goods:

1. Met integration requirements
2. Paid Standard Transaction Fees on the sale.
3. Delivered the item and provide Proof of shipment or delivery for Intangible Goods.
4. Provide signature confirmation when the full amount of the payment (including shipping and taxes) exceeds the amount listed in the signature confirmation threshold table (based on the currency of the payment).

The detailed flykk® Seller Protection Intangible Goods Additional Requirements can be found in the Seller Protection section of our flykk® User Agreement.

What isn’t covered by Seller Protection?

Most Flykk® transactions are covered as long as they follow these requirements. However, there are instances where Seller Protection doesn’t apply:

• Claims, chargebacks, or reversals filed because the item is significantly different from how it was described (e.g. you described an item as “new,” but sent a used one).
• It involves an item that Flykk® determines, in its sole discretion, is a counterfeit item.
• It involves an item that you deliver in person, including in connection with a payment made in your physical store, unless the buyer paid for the transaction in person by using a Flykk® goods and services QR code.
• It involves sales that are not processed either through a buyer’s Flykk® account or a Flykk® guest checkout transaction. 
• It involves items equivalent to cash including gift cards.
• It involves a donation.
• It relates to the purchase of a financial product or investment of any kind.
• It involves a payment sent using Flykk®’s friends and family functionality.
• It involves a payment made using Flykk® Payouts and Mass Pay.
• The item is a vehicle, including, but not limited to a motor vehicle, motorcycle, recreational vehicle, aircraft or boat.
• Payments made in respect of gold (whether in physical form or in exchange-traded form).

These eligibility requirements for coverage can also be found in the Seller Protection section of our User Agreement

 

What is Proof of Shipment?

For physical goods:

Date of shipment

• An address for the recipient that matches the shipping address on the Transaction Details page
• An address for the recipient showing at least the city/state, city/country, or zip/postal code (or international equivalent).

What is Proof of Delivery?

For physical goods:

• Date of delivery and ‘delivered’ status
• An address for the recipient that matches the shipping address on the Transaction Details page
• An address for the recipient showing at least the city/state, city/country, or zip/postal code (or international equivalent).
• Signature confirmation when the full amount of the payment (including shipping and taxes) exceeds the amount (based on the currency of the payment) listed in the signature confirmation threshold table
• Signature confirmation is online documentation, viewable at the shipping company’s website, indicating that the item was signed for.

For Intangible goods:

For intangible or digital goods, proof of shipment or delivery means compelling evidence to show the item was delivered or the purchase order was fulfilled. Compelling evidence could include a system of record showing the date the item was sent and that it was either:

• Electronically sent to the recipient, including the recipient’s address (email, IP, etc.), where applicable; or
• Received or accessed by the recipient.

 

For QR Code Transactions:

For QR code transactions, you may be required to provide us with alternative evidence of delivery or such additional documentation or information relating to the transaction.