# Swappa Buying, Questions and Answers
> Swappa’s got the [best deals on gently used tech](https://swappa.com/buy), and we’re here to help you find them. Ask Us Anything about buying on Swappa!
## How do shipping addresses work on Swappa?
Swappa uses the shipping address the buyer enters during the checkout process. The buyers shipping address is then passed to PayPal, and per PayPal policies, sellers are required to ship to this address in order to maintain eligibility for PayPal protections.
Buyers can also add and edit their shipping address through the [My Addresses page](https://swappa.com/my/profile/addresses) on your Swappa profile.
** Can I change my address after checkout?** No, Swappa does not support changing or updating your shipping address after the payment has been sent. However, if the seller is comfortable shipping to a different address, the buyer can supply the address in a comment on the [private sale page](https://swappa.com/faq/answer/sale-page).
## What steps does Swappa take to review and approve a listing?
Real people review listings. Our moderation team runs through a number of crucial checks to make sure the tech listed is exactly what the seller says it is, including:
* [Verification photos](https://swappa.com/blog/what-is-a-verification-photo/)
* IMEI / ESN / [serial number](https://swappa.com/faq/general/what-is-imei) checks
* Making sure the device meets our [listing criteria requirements](https://swappa.com/faq/answer/listing-device-criteria)
* Reviewing the sellers history
Swappa reviews listings before they are approved for sale, however, [Enterprise Sellers](https://swappa.com/faq/answer/business-listing-verification-photos) are exempt from Swappa listing review. Enterprise Sellers are required to ensure the listed device meets our listing criteria requirements, but they do not have to upload standard verification photos. Enterprise Sellers have a level of established trust because they are handpicked and staff vetted.
## How do fees work on Swappa?
[Swappa marketplace fees](https://swappa.com/fees) are simple, transparent, and lower than the competition.
Each party (seller and buyer) pays a flat 3% Swappa sale fee.
* **Sellers pay 3%** of the Ask Price. So if you list an item with a $100 ask price, you pay $3 to Swappa and receive a payment of $97 (minus PayPal payment processing fees).
* **Buyers pay 3%**, which is added to the seller's Ask Price when setting the Listing Price. In other words, a listing with a $100 Ask Price will have a $103 listing price. The buyer then pays $103 plus tax [(when required)](https://swappa.com/faq/answer/taxes).
**See also:** [What is a PayPal Partner Fee?](https://swappa.com/faq/answer/partner-fee)
**Note:** Buyers with international PayPal accounts are expected to cover any additional costs a seller may incur over the domestic 3.49% + $0.49 PayPal fee. Sellers should explain this adjustment in a comment on the private sale page.
## Can I buy or sell on Swappa if I'm located outside of the US?
Swappa is a US-based marketplace.
* Sellers located outside the United States cannot create listings on Swappa.
* International buyers can buy on Swappa if they provide a US shipping address and use a US-based payment source.
You can use a [freight forwarding service](https://swappa.com/faq/answer/freight-forwarding-company) as your US-based address if you are an international buyer, but you must get the seller’s permission before every purchase.
If using [Quickbox USA](https://swappa.com/blog/international-shipping-available-with-quickbox-usa/), or [Stackry](https://swappa.com/partners/stackry) you are not required to ask before purchasing if the listing is marked with Quickbox or Stackry support.
What if a buyer uses an international payment source?
* If an international payment source is used, the buyer is responsible for paying the international PayPal fee back to the seller before the device is shipped.
* Sellers are not responsible for differences in currency exchange rates.
## When should an item be shipped after being purchased?
Sellers on Swappa are required to ship within two business days after the date a listing is purchased.
| If the listing is purchased on: | The seller ships and provides tracking by the end of the day on: |
|---------------------------------|--------------------------------------------|
| Monday | Wednesday |
| Tuesday | Thursday |
| Wednesday | Friday |
| Thursday | Monday |
| Friday, Saturday or Sunday | Tuesday |
**Note:** Holidays do not count as business days. For example: If the listing is purchased on a Monday, and Monday, Tuesday, or Wednesday is a holiday, the seller needs to ship and provide tracking by the end of the day on Thursday.
After an item has been shipped, the seller needs to share the tracking number in the “Shipping” section of the [private sale page](https://swappa.com/faq/answer/sale-page). Swappa also recommends that the tracking number be provided to PayPal via the transaction details page in your PayPal account.
Please note: Sellers are only expected to ship once they've been paid. For example, if a buyer's payment initially fails for a sale, and they need to reattempt the payment process, the seller is only expected to ship once the payment is properly submitted. However, if a payment is held by PayPal due to [temporary limitations](https://www.paypal.com/us/brc/article/funds-availability) with a seller's account, Swappa still expects the seller to ship within the given timeframe.
## What payment methods are supported on Swappa?
Swappa primarily uses PayPal for payments due to its seller protections, buyer protections, and dispute resolution process.
* Sellers are required to have a PayPal account
Buyers have two primary options to make payments through PayPal:
* Buyers can check out using any available funding source linked to their PayPal account (bank account, debit card, credit card, PayPal balance, etc)
* Buyers can check out as a PayPal guest using a credit or debit card by clicking the PayPal button and then clicking Pay with Debit or Credit card
Select Swappa sellers also accept credit card payments through Stripe.
* Stripe can be used by entering your credit card details directly on the Swappa checkout page.
* Sellers that are interested in accepting Stripe payments can learn more here: [Stripe Payments available for Power Sellers and Enterprise Sellers](https://swappa.com/blog/stripe-payments-available-for-power-and-enterprise-sellers/)
## How can I communicate with other users on Swappa?
Communication on Swappa takes place before (pre-sale) or after (post-sale) a purchase.
* **Pre-sale communication:** Buyers and sellers can communicate about a listing in the public comments on listing pages. All comments should directly pertain to buying and selling that particular listing.
* **Post-sale communication:** After a listing sells, buyers and sellers can communicate directly on their [private sale page](https://swappa.com/faq/answer/sale-page).
The exception to this rule is for [Enterprise Sellers](https://swappa.com/faq/answer/business-listing-verification-photos). The public comments for enterprise seller listings are disabled, and Enterprise Sellers can only be contacted post-sale.
## How do I buy a listing on Swappa?
Buying is easy. Find the item you’re looking for by searching or using our navigation and find a listing that meets your budget and criteria.
Visit our [Welcome to Swappa: Getting started buying](https://swappa.com/blog/welcome-to-swappa-buying/) blog post for first-time buyer tips.
## What are verification photos?
A “verification photo” is a low-tech (but effective) anti-fraud measure used by Swappa to keep our marketplace safe. Verification photos include the item being sold along with a unique code provided by Swappa. This provides proof that the seller actually has the item being sold.
Visit our [What is a verification photo](https://swappa.com/blog/what-is-a-verification-photo/) blog post for additional information, including some example images.
## What is an unlocked device?
Smartphones can be locked or unlocked. A carrier-locked smartphone is only meant for use with a specific wireless carrier. An [unlocked smartphone](https://swappa.com/buy/unlocked) can be used with any carrier with compatible bands.
Unlocked smartphones can either be carrier-unlocked or factory-unlocked. Swappa only allows factory-unlocked devices to be listed in the unlocked category. Devices that were originally purchased from, or locked to a specific carrier, must be listed under their original carrier.
* **Carrier unlocked:** Originally purchased from or locked to a single wireless carrier, but later unlocked by the carrier for use on other carrier networks.
* **Factory unlocked:** Often originally purchased directly from the manufacturer, and has never been locked to a specific carrier.
* **Flex Device:** US Reseller Flex Policy, also known as [SIM OUT](https://swappa.com/faq/answer/us-reseller-flex-policy), allows retail stores to sell devices that have not yet been locked for use on a specific US cell carrier. However, these devices will lock to the first US carrier they connect to after inserting a compatible SIM card.
**Network Compatibility:** Not all unlocked devices are compatible with all carriers. For example, an unlocked smartphone intended for use with a US carrier may not work with an international carrier.
**Unlocked Non-US:** Swappa is a U.S.-based marketplace, but we do include a category for international factory unlocked devices, labeled as "Unlocked Non-US". Devices in this category might work in the U.S., but buyers are expected to confirm compatibility with their carrier prior to purchasing an "Unlocked Non-US" device.
**Samsung U vs U1:** Factory unlocked U1 Samsung devices should be listed in the unlocked section. Samsung carrier U devices **must** be listed in the original carrier section, even if sim unlocked or software flashed.
**Google Pixel:** Only factory unlocked Google edition Pixels should be listed in the unlocked section. Carrier Pixels **must** be listed in the original carrier section, even if sim locked, due to bootloader restrictions.
Learn more about carrier compatibility on the Swappa blog:
* [Unlocked iPhone Carrier Compatibility Guide](https://swappa.com/blog/unlocked-iphone-buyers-guide/)
* [Android Phone Compatibility Guides](https://swappa.com/blog/tag/carrier-compatibility-guide/)
## What is a Trusted Seller on Swappa?
Trusted sellers are individually vetted by Swappa's support team and deemed to be trustworthy and professional.
Swappa expects trusted sellers to:
* Adhere closely to Swappa’s [criteria](https://swappa.com/faq/buy/listing-device-criteria) and [policies](https://swappa.com/policies)
* Always communicate clearly with respect and courtesy to both users and staff
* Respond promptly (generally within a few hours) to questions from buyers and staff
* Maintain an extremely low percentage of problem sales
* Create listings with detailed descriptions, accurate device conditions, and quality photos
* Communicate proactively with Swappa staff (e.g. before going on vacation if you have active listings)
To show our appreciation, trusted sellers are permitted to use a single code (tied to their user profile) in place of individual listing codes in listing verification photos.
If you have over 50 positive feedback and at least 6 months of account history, you can ask to be considered for trusted seller status by creating a support ticket through our [help desk](https://swappa.com/help).
This status can be revoked by staff if the outlined points are not met.
## What criteria does a product have to meet to be listed on Swappa?
Devices must meet the following criteria to be listed for sale on Swappa:
* Fully functional
* No cracked or chipped glass, water damage, or structural issues
* Clean IMEI / ESN and ready for activation
* No OS or activation lock
* Must not be financed or leased
* Must comply with [Swappa's Terms of Use](https://swappa.com/terms)
Devices listed for sale on Swappa can be listed in [New, Mint, Good, or Fair condition](https://swappa.com/faq/general/condition-requirements).
Under certain circumstances, some devices cannot be sold on Swappa:
* Devices returned to a seller and repaired more than once due to functional issues
* Devices that have been factory recalled for defects
* Devices marked "Not for Resale"
* Device is a pre-production or demo unit
* Device chargers and power cables that have frayed or exposed wires
Note: Trade-in devices have a different set of criteria requirements. Review details of Swappa's [Trade-In Program](https://swappa.com/trade-in), or review the [trade-in FAQs](https://swappa.com/faq/trade-in).
----
### Fully Functional
All hardware and software features must work, including the display, camera, buttons, ports, and the battery, which needs to properly charge and discharge (see our [iPhone specific battery criteria here](https://swappa.com/faq/answer/apple-battery-health-requirements)). Simply put, if the device had a hardware or software feature from the factory, those features need to be working in order to be listed for sale on Swappa.
### Device Integrity
Devices cannot have any structural issues such as any cracked (or chipped) glass, or broken buttons, keys, or switches, and the SIM card tray cannot be missing or damaged. Devices with water damage or missing moisture indicator stickers cannot be listed. Devices that are advertised as waterproof must include all port covers and other functionality that make them waterproof, if applicable.
### IMEI / ESN Integrity
All devices must be clean and ready for activation.
* The device IMEI / ESN cannot be blocklisted.
* The hardware and software IMEI / ESN must match.
* If the device IMEI / ESN has been altered or "repaired" it cannot be listed.
Use Swappa’s [free ESN / IMEI checker](https://swappa.com/imei) to verify the integrity of your device.
### OS Lock
Devices need to be fully reset, free of any operating system software / activation locks, and ready for activation before they are listed for sale on Swappa. Operating System software / activation locks include (but are not limited to):
* Apple iCloud
* Google Android Factory Reset Protections
* Remote Management Software (RMS)
* Mobile Device Management (MDM)
### Outstanding Financial Obligation
Devices must be fully paid off – devices on equipment installation plans (EIP) or standard contracts cannot be listed until they are paid off.
----
## What comments are appropriate for listings and sales?
Comments on listing pages and [sale pages](https://swappa.com/faq/aswer/sale-page) should be geared toward the business of buying and selling.
Swappa's general guidelines for appropriate comments are as follows:
* No name-calling or personal attacks
* No profanity or unprofessional language
* No spamming or off-topic discussion
* No political content or discussion
* No time based/limited-time offers for listing or accessories
* No sharing [phone numbers or email addresses](https://swappa.com/faq/answer/private-messaging) on listing pages
* No links or references to other sites that do not pertain to solutions between buyers and sellers
* No "price policing", linking/commenting to another sale/site, or hassling a seller over their price
Comments that **violate** Swappa's guidelines will be removed with a warning, and continued abuse of the comment system could result in the commenter's account being disabled. Additionally, in situations where Swappa's comment policies are repeatedly ignored, staff members may lock comments to prevent excessive moderation.
Comments that **follow** Swappa's guidelines [will not be moderated and/or removed](https://swappa.com/faq/answer/will-swappa-staff-remove-comments-from-listing) by staff.
## Can I share my ESN / Serial Number publicly?
Sellers should not publicly share IMEI, ESN, or serial numbers for devices. Your IMEI number is considered private information until your item is sold.
* Buyers can ask sellers to [check the IMEI](https://swappa.com/imei) with a carrier they'd like to use by supplying a link to the carrier's BYOD (Bring Your Own Device) carrier compatibility page.
* Buyers shouldn’t post listing comments asking for the IMEI before purchase.
**Sellers:** If you are wondering whether it is safe to send the IMEI to a buyer -- it is safe to send the IMEI to a buyer provided it is being shared privately, and after the device has been purchased.
**Buyers:** If you aren't sure if the phone you’re looking at is compatible with your carrier -- you can learn more about carrier compatibility on the Swappa blog:
* [Unlocked iPhone Carrier Compatibility Guide](https://swappa.com/blog/unlocked-iphone-buyers-guide/)
* [Android Phone Compatibility Guides](https://swappa.com/blog/tag/carrier-compatibility-guide/)
## What are the requirements for product condition categories on Swappa?
Swappa’s Product Condition requirements are as follows:
| | | |
|---------------------|--------------------------------|----------------|
| [Phones](#phones) | [Sneakers / Shoes](#sneakers) | [Home Tech](#home) |
| [Tablets](#tablets) | [Game Consoles](#consoles) | [Cameras](#cameras) |
| [iMac / Mac mini](#imac) | [Video Games](#games) | [Camera Lenses](#lenses) |
| [Laptops](#laptops) | [Game Controllers and Accessories](#controllers) | [Action Cameras](#action) |
| [Watches / Wearables](#watches) | [Graphic Processing Units (GPUs)](#gpu) |[Drones](#drones) |
* Most items are can be listed for sale as New, Mint, Good, or Fair condition
* Certain product categories have fewer options, such as GPUs, which are limited to New or Used
* All items listed for sale on Swappa must also meet Swappa’s [Listing Device Criteria Requirements](https://swappa.com/faq/sell/listing-device-criteria)
* If your device does not meet Swappa's condition requirements, consider Swappa's [Trade-In Program](https://swappa.com/trade-in)
----
## Phones
### New
* Unopened retail packaging (factory sealed)
### Mint
* Pristine condition, no signs of wear and tear
* Power cord/charger not required
* Retail packaging and manuals not required
### Good
* Excellent condition, minor wear and tear
* Power cord/charger not required
* Retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Power cord/charger not required
* Retail packaging and manuals not required
----
## Tablets
### New
* Unopened retail packaging (factory sealed)
### Mint
* Pristine condition, no signs of wear and tear
* Power cord/charger not required
* Retail packaging and manuals not required
### Good
* Excellent condition, minor wear and tear
* Power cord/charger not required
* Retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Power cord/charger not required
* Retail packaging and manuals not required
----
## iMac / Mac mini
### New
* Unopened retail packaging (factory sealed)
### Mint
* Pristine condition, no signs of wear and tear
* Power cord/charger required
* Retail packaging and manuals not required
* Retail peripherals (keyboard and/or mouse) not required
### Good
* Excellent condition, minor wear and tear
* Power cord/charger required
* Retail packaging and manuals not required
* Retail peripherals (keyboard and/or mouse) not required
### Fair
* Noticeable wear and tear
* Power cord/charger required
* Retail packaging and manuals not required
* Retail peripherals (keyboard and/or mouse) not required
----
## Laptops
### New
* Unopened retail packaging (factory sealed)
### Mint
* Pristine condition, **no** signs of wear and tear
* Power cord/charger included
* Retail packaging and manuals are not required
### Good
* Excellent condition, minor wear and tear
* Power cord/charger included
* Retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Power cord/charger included
* Retail packaging and manuals not required
----
## Watches / Wearables
### New
* Unopened retail packaging (factory sealed)
### Mint
* Pristine condition, **no** signs of wear and tear
* Power cord/charger required (when included with the original retail packaging)
* Watch band, retail packaging and manuals not required
### Good
* Excellent condition, minor wear and tear
* Power cord/charger required (when included with the original retail packaging)
* Watch band, retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Power cord/charger required (when included with the original retail packaging)
* Watch band, retail packaging and manuals not required
----
## Sneakers / Shoes
### New
* Must be unworn in new condition
### Used
* Lightly worn with no major material defects like holes/tears/significant stains
* No major structural defects (disintegrating sole, peeling mid/outsole)
* Original retail box not required
----
## Game Consoles
### New
* Unopened retail packaging (factory sealed)
* Never used (if not sealed from the factory)
* Includes relevant DLC (if applicable)
### Mint
* Pristine condition, **no** signs of wear and tear
* HDMI cable, power cord, and OEM controller included
* Retail packaging and manuals are not required
### Good
* Excellent condition, minor wear and tear
* Power cord and controller included, HDMI cable not required
* Retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Power cord and controller included, HDMI cable not required
* Retail packaging and manuals not required
----
## Game Controllers / Accessories
All controller listings **must** come with a functional charging cable **if originally retail packaged** with one.
### New
* Unopened retail packaging (factory sealed)
* Never used (if not sealed from the factory)
### Mint
* Pristine condition, **no** signs wear and tear
* Retail packaging and manuals are not required
### Good
* Excellent condition, minor wear and tear
* Retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Retail packaging and manuals not required
----
## Video Games
All games require fully functional gameplay. Only **physical** copies of games are allowed. Activation codes for bonus online content may be missing or expired. Product may be missing originally included downloadable content.
### New
* Unopened retail packaging (factory sealed)
* Never used (if not sealed from the factory)
* Includes relevant DLC (if applicable)
### Mint
* Pristine disc condition, **no** scratches
* Original, undamaged case included
### Good
* Excellent disc condition, minor scratching
* Case included (original not required)
### Fair
* Noticeable scratching
* Case not required
----
## Graphics Processing Units (GPUs)
### New
* Unopened retail packaging (factory sealed)
### Used (even if there is no retail box but still has the antistatic bag sealed around it)
* Removed from the retail packaging/box
* GPU required only
* Retail packaging and manuals not required
----
## Home Tech
For home tech devices with included remotes, a functional remote for the device is **required** (if applicable). For smart thermostats, all listings **must contain** a functional wall mount/base (if applicable).
### New
* Unopened retail packaging (factory sealed)
### Mint
* Pristine condition, **no** signs of wear and tear
* Power cord/charger included
* Retail packaging and manuals not required
### Good
* Excellent condition, minor wear and tear
* Power cord/charger included
* Retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Power cord/charger included
* Retail packaging and manuals not required
----
## Cameras
### New
* Unopened retail packaging (factory sealed)
* Never used (if not sealed from the factory)
### Mint
* Pristine condition, **no** signs of wear and tear
* Battery required, power cord/charger not required
* Retail packaging and manuals are not required
### Good
* Excellent condition, minor wear and tear
* Battery required, power cord/charger not required
* Retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Battery required, power cord/charger not required
* Retail packaging and manuals not required
----
## Action Cameras
### New
* Unopened retail packaging (factory sealed)
* Never used (if not sealed from the factory)
### Mint
* Pristine condition, **no** signs of wear and tear
* Power cord/charger included
* Retail packaging and manuals are not required
### Good
* Excellent condition, minor wear and tear
* Power cord/charger included
* Retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Power cord/charger included
* Retail packaging and manuals not required
----
## Camera Lenses
All lens categories require the glass to be in **flawless** condition.
### New
* Unopened retail packaging (factory sealed)
* Never used (if not sealed from the factory)
### Mint
* Pristine condition, **no** signs of wear and tear
* Retail packaging and manuals are not required
### Good
* Excellent condition, minor wear and tear
* Retail packaging and manuals not required
### Fair
* Noticeable wear and tear
* Retail packaging and manuals not required
----
## Drones
### New
* Unopened retail packaging (factory sealed)
###Used
* Removed from the retail packaging/box
* Retail packaging and manuals not required
----
## Audio
### New
* Unopened retail packaging (factory sealed)
* Never used (if not sealed from the factory)
###Used
* Removed from the retail packaging/box
* Retail packaging and manuals not required
## Who covers the cost of shipping?
Shipping costs are paid by the seller.
* Sellers pay for *standard shipping* on Swappa. Sellers should account for this when setting an [Ask Price](https://swappa.com/faq/answer/ask-price) during the listing creation process. Standard shipping is defined as ground shipping with a tracking number and insurance that covers the full price of the listing.
## What are Swappa's return policies and procedures?
**If you did not receive what was advertised, you are entitled to a refund.**
Swappa Sellers are allowed to define their own return policies for [voluntary returns](/faq/answer/buyers-remorse) (where the item was received as described). If a seller defines their own return policies, those policies will be outlined in the “Returns & Refunds” section on each of the sellers listings.
All seller defined return policies are based on the assumption that the product meets Swappa’s device criteria requirements and is in accordance with Swappa policies that include but are not limited to:
* Sellers are required to accept a return for items that do not meet our [listing criteria](https://swappa.com/faq/answer/listing-device-criteria).
* Sellers are required to accept a return for items received [not as advertised](/faq/answer/not-as-advertised).
* Sellers are not required to accept a return in [buyer's remorse](/faq/answer/buyers-remorse) situations.
[How to start a return for a refund?](/faq/answer/how-do-i-return-for-a-refund)
The first step to getting a refund is to notify the seller (and Swappa staff) of the issue by commenting on the private sale page.
[Read More](/faq/answer/how-do-i-return-for-a-refund)
[Who pays return shipping costs?](/faq/answer/who-pays-return-shipping-costs)
Return shipping costs are straightforward: sellers pay if the device is not as advertised, and buyers pay if they change their minds.
[Read More](/faq/answer/who-pays-return-shipping-costs)
## What if I receive an item that's not as described?
Buyers are protected on Swappa. First, let the seller know by leaving a comment on your [private sale page](https://swappa.com/faq/answer/sale-page).
* Communicate clearly with the seller to describe the problem
* Include a proposed resolution (such as a partial refund or full refund)
* Provide photos of any damage or condition issues on the sale page
* Provide requested documentation of problems (if requested by the seller or staff)
Please allow up to 24 hours for standard sellers to reply. Business sellers should be allowed a full business day to reply.
Contact our support team if you don't hear back from a seller after one business day. Leave a comment on the sale page or check the “I need help (alerts Swappa Staff)” option, or by using our [help desk](https://swappa.com/help).
## What happens if I don’t receive my shipment?
Shipping issues are rare on Swappa thanks to our [detailed shipping policies](https://swappa.com/faq/answer/safe-standard-shipping-policies). However, if something does go wrong, inform the seller by leaving a comment on your [private sale page](https://swappa.com/faq/answer/sale-page).
Swappa’s general stance on delivery issues is as follows:
* If the shipping service doesn’t deliver the item to the proper location, or if the seller ships to the wrong address, the seller should escalate this with the shipping service via an insurance claim and eventually issue a refund if the shipment is deemed lost.
* If the shipping service confirms the shipment is delivered to the proper location, the buyer should escalate this with local law enforcement. For shipments that appear to be delivered in a residential or close business setting, please first check with your neighbors before opening a police report.
* For shipments that appear to be delivered to a freight forwarding/reshipper service, please reach out to that service and work with them.
## Why Buy Unlocked?
Unlocked devices can generally be used on any compatible cellular network, rather than being restricted to one specific cellular provider.
A phone can be factory unlocked, meaning it’s originally sold as unlocked. Or a phone can be carrier unlocked, meaning it’s originally just for one carrier, but is then unlocked by that carrier for broader use on other carriers (such as an MVNO).
On Swappa, our unlocked device categories are for factory unlocked devices that are not and were not previously restricted to a single carrier.
[Why buy an Unlocked phone? (Blog)](https://swappa.com/blog/what-it-means-to-buy-an-unlocked-phone/)
[Unlocked iPhone Guide (Blog)](https://swappa.com/blog/unlocked-iphone-buyers-guide/)
[Unlocked Phone FAQ](https://swappa.com/faq/answer/unlocked-device)
## Does Swappa allow returns due to buyer's remorse?
Sellers are not required to accept returns due to buyer's remorse.
Swappa defines buyer's remorse as any time a buyer cancels a sale or returns a device, through no fault of the seller.
A few examples of buyer's remorse:
* You changed your mind and no longer need or want the device
* You found a better deal elsewhere
* The device was listed appropriately but is incompatible with the buyer’s wireless carrier
Swappa Sellers are allowed to define their own return policies for voluntary returns (where the item was received as described). If a seller defines their own return policies, those policies will be outlined in the “Returns & Refunds” section on each of the sellers listings.
[Learn more about Swappa's return policies.](/faq/answer/return-policies)
## What is a Power Seller on Swappa?
Power Sellers on Swappa are businesses that sell devices at a high volume.
They have access to a powerful listing creation tool called [Incoming Inventory](https://swappa.com/blog/welcome-to-swappa-power-seller-program/) that allows them to create a large number of listings in a non-linear fashion. With incoming inventory, sellers can adapt their listing creation workflow to meet their needs.
Their listings still go through the same listing approval process, with the same device criteria and device condition requirements as individual sellers. However, one significant benefit to becoming a Power Seller on Swappa is you can use your profile code in your listing verification photos rather than the normal listing code.
They can also reuse listing photos as long as the photos used accurately represent the condition, product, and color of the device that will be shipped to the buyer.
To be considered for Power Seller status, businesses must have a high number of problem-free sales and have a registered business in the US.
If you would like to become a Swappa Power Seller, [please complete this application](https://swappa.com/business/register/power-seller).
## What is the US Reseller Flex Policy (SIM OUT)?
The US Reseller Flex Policy, also known as SIM OUT, allows retail stores to sell devices that have not yet been locked for use on a specific US cell carrier. However, these devices are programmed to lock to the first US carrier they connect to after inserting a compatible SIM card.
* For example, if the first SIM card inserted is from Verizon, the device will function exactly as if it was bought directly from Verizon, and the device will be locked to Verizon.
* In addition, the first SIM card put into the device MUST be from a US cell carrier. If the first SIM card is not one from a US cell carrier, the SIM card will not be activated on that device.
Due to how these US Reseller Flex Policy (SIM OUT) devices lock to the first cell carrier’s SIM, they cannot be listed in the [Unlocked](https://swappa.com/faq/answer/unlocked-device) category here on Swappa. If a seller wishes to list a device sold to them using the US Reseller Flex Policy, they must choose a specific US cell carrier in which to list the device.
## What is a freight forwarding / reshipper company?
A freight forwarder is a middleman delivery service between a seller in one country and a buyer in another country. Reshipping companies are typically located in the United States. They receive and forward the item to a buyer who is located outside the United States.
[International buyers](https://swappa.com/faq/answer/buy-international) are allowed to purchase on Swappa if they provide a US shipping address and pay with a US-based payment source. Buyers can use a freight forwarding service as their US-based address.
We have directly partnered with two freight forwarders:
[Stackry](https://swappa.com/partners/stackry): Gives you a U.S. address, consolidates orders, and ships to over 200 countries. Also check out our blog post - [Stackry partnership blog.](https://swappa.com/blog/swappa-partners-with-stackry-to-simplify-international-shipping/)
[QuickBox USA](https://swappa.com/partners/quickboxusa): Offers direct support for select Central American countries.
If not using one of our partners listed above, or not purchasing supported listings, users must ask permission from the seller **before** purchasing.
* If a buyer doesn’t get the seller’s permission, the seller may cancel the sale withhold an amount equal to the PayPal fee during the refund.
* Sellers are not responsible for lost or mishandled packages once the item is delivered to the freight forwarding company.
* The seller is not responsible for international shipping costs to have the device returned if the buyer used a freight forwarding service.
* If the comments section is closed or otherwise unavailable, that listing cannot be purchased using a freight forwarding address.
**Note:** PayPal seller protections still apply when using freight forwarding, as long as the device is shipped (with tracking and insurance) to the address provided by PayPal from the buyer’s PayPal account.
## Is Swappa safe and legit?
Swappa is the safest place to buy and sell gently used tech online. Our strict listing requirements weed out junk devices, and our support and moderation team works around the clock to keep you safe. This means that whether you’re buying or selling, you’ll find the best deals on Swappa, without any of the headaches.
## What is a sale page?
As soon as a listing is purchased, a private sale page is created for the buyer and seller. This page allows both parties to communicate directly regarding the sale. You can find your private sale page from your [My Swappa](https://swappa.com/my/swappa) page.
** Note: ** Although other Swappa members cannot view your private sale page, Swappa staff can still view and moderate the comments on these pages.
## Do Apple devices sold on Swappa come with AppleCare warranties?
Devices sold on Swappa **do not** come with AppleCare warranties unless explicitly stated in the listing description. If a seller does note that AppleCare is included, the seller should assist with the warranty transfer (when applicable).
For Apple listings that include AppleCare or AppleCare+, please keep the following in mind:
* Most Apple hardware comes with a one-year limited warranty, referred to as AppleCare
* The limited warranty AppleCare coverage can be extended by purchasing AppleCare+
* AppleCare+ also includes coverage for accidental damage and can be purchased as a monthly plan or paid in full
* Additional information about AppleCare and AppleCare+ can be found on [Apple.com](https://www.apple.com/support/products/).
## What states require marketplace facilitator taxes?
Due to current US tax laws, Swappa is required to collect and remit marketplace facilitator taxes in the following US states and territories:
|US States | | | | |
|----------------|--------------|----------------------|---------------|----------------|
| Alaska | Alabama | Arkansas | Arizona | California |
| Colorado | Connecticut | District of Columbia | Florida | Georgia |
| Hawaii | Iowa | Idaho | Illinois | Indiana |
| Kansas | Kentucky | Louisiana | Massachusetts | Maryland |
| Maine | Michigan | Minnesota | Mississippi | North Carolina |
| North Dakota | Nebraska | New Jersey | New Mexico | Nevada |
| New York | Ohio | Oklahoma | Pennsylvania | Rhode Island |
| South Carolina | South Dakota | Texas | Utah | Virginia |
| Vermont | Washington | Wisconsin | West Virginia | Wyoming |
If you are a buyer and have a valid tax exemption certificate, please reach out to our support team via our [help desk](https://swappa.com/help).
Learn more about taxes on the [Swappa State Sales Tax](https://swappa.com/taxes) page.
## Can I buy a water-resistant phone on Swappa?
Here on Swappa, only [fully functional devices](https://swappa.com/faq/sell/listing-device-criteria) can be listed for sale, and devices with water damage or missing moisture indicator stickers cannot be listed for sale. In addition, devices that are advertised as waterproof must include all port covers and other functionality that make them waterproof, if applicable.
However, it is important to remember that water resistance is not a permanent condition and the resistance level will break down over time with normal wear. As a result, we do not recommend submerging your device in water to test the water resistance.
If your device has come in contact with, or been submerged in water, we recommend following the manufacturer's guidance.
* [Apple iPhone](https://support.apple.com/en-us/HT207043)
* [Samsung Galaxy smartphones](https://www.samsung.com/us/support/answer/ANS00077679/)
* [Google Pixel smartphones](https://support.google.com/pixelphone/answer/7533279?hl=en)
## What are the Apple Battery Health requirements on Swappa?
Swappa requires all devices to meet certain [criteria requirements](https://swappa.com/faq/answer/listing-device-criteria) in order to be listed for sale. One of the requirements is having a fully functional battery.
Swappa defines a fully functional battery as one that properly charges and discharges.
Additionally, if you are listing an iPhone for sale on Swappa, and the battery health is below
80% and an Apple battery message is showing in the settings, this must be disclosed on the listing.
Read more: [Understanding Apple's Battery Health](https://swappa.com/blog/swappa-understanding-apples-battery-health/)
## What should I do if a seller isn't responding to a buyer on Swappa?
In most cases, sellers respond within a few hours, but we ask that you allow up to 24 hours for standard sellers to reply, or a full business day for [Enterprise (Business) sellers](https://swappa.com/faq/answer/business-listing-verification-photos) to reply.
If you leave a comment for the seller, and they do not respond, the next step should be to contact Swappa support.
Swappa support can be contacted in several ways:
* Swappa Help Desk: [https://swappa.com/help](https://swappa.com/help)
* Swappa support email: [help@swappa.com](mailto:help@swappa.com)
You can also contact Swappa support by commenting on the private sale page. For this option, write your comment as you normally would, but make sure to check the “Swappa I need help” checkbox to alert the support team.
## Where can I find the tracking number for an item I purchased on Swappa?
Swappa makes it easy to locate the tracking number for your purchase.
On Swappa, sellers are required to ship and share the tracking number within [two business days](https://swappa.com/faq/answer/safe-standard-shipping-policies). Once the item has been shipped the seller will share the tracking number in the “Shipping” section of the [private sale page](https://swappa.com/faq/answer/sale-page). Buyers are also notified via email, which will arrive in your email inbox titled: “Your Swappa purchase has shipped”
## How can I reach Swappa support?
Swappa support can be [contacted](https://swappa.com/contact) in several ways:
* Swappa Help Desk: [https://swappa.com/help](https://swappa.com/help)
* Swappa support email: [help@swappa.com](mailto:help@swappa.com)
Additionally, if your question or concern is related to a specific listing or a specific sale/purchase, you can also contact Swappa support by commenting on the listing page or private sale page. Just click the “I need help (alerts Swappa Staff)” checkbox when leaving your comment on the listing or sale page.
## Does Swappa allow bulk purchases?
Swappa does not allow bulk purchases. Each listing on Swappa is for a single item, and each listing must be purchased individually.
While Swappa does not allow for bulk purchases, there are limited cases where a listing may be for a [bundle of items](https://swappa.com/faq/answer/multiple-items-single-listing). For example, listing a video game console and bundling a game or extra controller.
## What is an Enterprise Seller on Swappa?
An Enterprise Seller is a seller that has been handpicked and vetted by Swappa staff.
Enterprise Sellers are able to list products in volume rather than one at a time, and they are not required to upload [standard verification photos](https://swappa.com/faq/answer/verification-photos/). However, Enterprise Sellers are still required to abide by the same [device criteria requirements](https://swappa.com/faq/answer/listing-device-criteria) and [product condition requirements](https://swappa.com/faq/general/condition-requirements) as all other Swappa sellers.
Additionally, [public listing comments](https://swappa.com/faq/buy/private-messaging) are disabled on Enterprise Seller listings. This is done primarily to prevent comments requesting [price adjustments](https://swappa.com/faq/answer/how-to-accept-an-offer-lower-price) since Enterprise Sellers do not accept these kinds of offers.
Enterprise Seller listings show a [blue building icon](https://swappa.com/faq/buy/icon-key-legend) next to the name of the seller on every device they have listed.
If you're interested in learning more about our Enterprise Seller program, feel free to reach out to us using our [help desk](https://swappa.com/help).
## Can I back out of a purchase or sale?
**To request cancellation as a buyer:** Leave a comment on the [sale page](https://swappa.com/faq/answer/sale-page) asking the seller if they are willing to cancel the sale and issue a refund. Please note that Swappa considers all purchases to be final and binding, and sellers are not obligated to refund due to a decision change. Note that PayPal no longer refunds its seller fee when the seller issues a refund. In cases of [buyer’s remorse](https://swappa.com/faq/answer/buyers-remorse), the seller can withhold that fee from the refund.
**To cancel a sale as a seller:** First comment on the [sale page](https://swappa.com/faq/answer/sale-page/) for the transaction and inform your buyer on why you won't be fulfilling the sale. You should then promptly [refund your buyer’s full payment](https://swappa.com/faq/answer/how-to-refund-paypal) and let our support team know when the refund has been issued. Alert our support team by leaving another comment on the sale page and checking the "I need help (alerts Swappa Staff)" box.
## How do I mark a sale as complete?
Marking a sale as complete and leaving feedback helps inform the seller that the item was received as expected.
Buyers can mark a sale as complete by clicking the "Complete Sale" button on the [sale page](https://swappa.com/faq/answer/sale-page). *See the image below for an example.* Buyers can then leave feedback for the seller once the sale has been marked as completed.
If the buyer does not mark a sale as completed, the sale will autocomplete 21 days after the date of purchase. The buyer and seller are notified via email when a sale is autocompleted. Swappa also sends an email to the buyer asking them to rate the sale 1 day after the autocomplete.
**Note:** Swappa only collects feedback for sellers. We do not collect [feedback](https://swappa.com/faq/answer/feedback-star-rating-guidelines) for buyers.
## How does express shipping work on Swappa?
Swappa no longer supports express shipping through our listing or checkout process. If you need an item faster than Swappa's free [standard shipping](https://swappa.com/faq/marketplace/buyer-seller-shipping-costs), you can leave a comment for the seller on the listing asking them if they can ship with an express method.
After making the purchase, you can arrange payment for the express shipping with the seller on the [private sale page](https://swappa.com/faq/marketplace/sale-page).
** Sellers: ** If you would like to offer faster shipping options on your listings, please include the terms in your listing description. Once the buyer purchases your listing, you can make arrangements for direct payment for express shipping.
## How do I upload photos to my listing or sale page?
**Listing Page photos:** Sellers can upload images on a listing during the listing creation process or by clicking the blue “Upload Photos” button located towards the top of the listing pages. Uploaded images can also be rearranged.
Read more: [How to upload listing photos](https://swappa.com/blog/the-swappa-uploader/)
**Sale Page photos:** Buyers can upload photos on the [sale page](https://swappa.com/faq/answer/sale-page) if they need to report an issue with the device they received. Sellers will also occasionally need to upload a photo on the sale page. Each Sale Page has a “Pictures” section to display the images, and the images can be uploaded using the “Picture Upload” tool. Learn more about the sale page.
## Do devices sold on Swappa come with manufacturer warranties?
Devices sold on Swappa **do not** come with manufacturer warranties unless explicitly stated in the listing description.
The seller should assist with the warranty transfer if a warranty was advertised on the listing.
## Does Swappa support local pickup arrangements?
Swappa does not advise local pickup arrangements as this can void the payment protections offered by PayPal. However, if both seller and buyer agree and understand the limited protections, local pickup can be arranged on the sale page.
Attempting to set up local meetup arrangements before purchasing and bypassing the proper checkout process is not permitted.
## How can I purchase a listing add-on (accessories, SIM cards, etc)?
Depending on what you are buying, you might see options for add-ons either before you purchase or right after.
The add-ons include accessories (fulfilled and shipped by Swappa), SIM cards (fulfilled and shipped by the carrier), and more.
For any questions about these add-ons, along with requests to cancel accessory orders, please reach out to us using our [help form](https://swappa.com/help).
## Why can't I submit a payment for a listing?
If you're unable to submit a payment, this is typically related to a few different things:
* An issue with your PayPal account (such as not being fully verified)
* An issue with your payment source (bank, credit or debit card company, etc.)
* An issue with the seller's PayPal account not being able to receive payments
Most payment issues are related to limitations with a buyer's PayPal account or payment source, so we always recommend contacting PayPal and your financial institution (bank, credit/debit card company, etc.) to confirm everything is good to go on your end.
If you're still having trouble submitting payments after following these steps, please [contact our support team](https://swappa.com/help) and provide the following information:
* A link to the listing you're attempting to purchase
* The error message you're receiving when trying to submit a payment
When possible, please provide a screenshot of the transaction in your PayPal account (if the transaction went through), or a screenshot of the problem (error message) you see when trying to make a purchase.
With this information, we will be able to offer further assistance and get you pointed in the right direction.
## What happens if a device I purchase gets blocked in the future?
Swappa prevents blocked devices from being listed in our marketplace thanks to our [listing review process](https://swappa.com/faq/answer/listing-reviewed-approved) and our [device criteria requirements](https://swappa.com/faq/answer/listing-device-criteria). However, in the uncommon event that a device gets blocked after it was purchased, the first step is to [report the problem](https://swappa.com/faq/answer/not-as-advertised) to the seller.
Sellers must resolve this type of issue to keep their Swappa account in good standing.
* If a seller is uncooperative with resolving an issue like this, buyers are covered by PayPal's payment protections through the dispute resolution process. These [PayPal payment protections](https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security) are valid for up to 30 days from purchase.
* If this issue is reported outside of PayPal’s protection period, the seller is expected to provide reimbursement based on the current market value of the device, or to provide a comparable replacement device. If the seller is unwilling to resolve the issue as per Swappa policy, many payment sources (e.g., banks, credit card companies, etc.) offer additional protections that can be taken advantage of.
## Does Swappa charge sales tax?
Due to current US marketplace facilitator tax laws, Swappa is required to calculate, collect, and remit sales tax on behalf of sellers in specific states.
* Marketplace facilitator taxes are usually calculated according to the buyer’s shipping address.
* Sales tax is calculated based on the total purchase amount.
If you are a buyer with a valid tax exemption certificate, please contact our [help desk](https://swappa.com/help) before making a purchase.
If you are a seller living in a state without marketplace facilitator tax legislation and need to charge sales tax for same-state buyers, please contact our [help desk](https://swappa.com/help).
**Read more:** [Which states require marketplace facilitator taxes?](https://swappa.com/faq/answer/state-sales-tax)
## What are the guidelines for leaving fair feedback on Swappa?
Buyers can leave feedback for sellers when the sale is marked complete or canceled. Buyers rate sellers with a thumbs up (positive), thumbs down (negative), or neutral rating. Buyers can also provide a written summary of how the seller handled the sale.
If there is an issue with the sale, buyers are encouraged to leave a comment on the private sale page to report the issue before they mark a sale as complete and leave a negative review. This allows the seller to address the problem before they're given a negative rating.
Swappa does not moderate the feedback unless:
* The content in the feedback is **abusive** (false summary of the sale, sharing personal information about the seller, etc.)
* The content in the feedback is **inappropriate** (contains profanity, name-calling, political comments, or personal attacks).
**Note:** Swappa only collects feedback for sellers. We do not collect feedback for buyers.
## Why am I unable to purchase a listing due to a buy lock?
A "buy lock" or a “listing is temporarily unavailable” error occurs when two or more users are trying to purchase the same listing.
If you receive an error that mentions a buy lock or notes that a listing is unavailable for purchase, please wait for about 10 minutes and try again.
If the error persists, please reach out to our support team via our [help desk](https://swappa.com/help) (and include a link to the listing, the error message you received – and if possible, a screenshot).
## Can I offer a lower price or negotiate?
Buyers can make an offer by leaving a comment on the listing page asking the seller if they're willing to accept a lower price.
If a seller agrees, they can leave a comment on the listing page and then edit their listing to the new price. Once the listing price has been edited, the buyer can move forward with the purchase.
Keep in mind that Swappa is a first-come, first-serve marketplace. Sellers are not able to hold a listing for a specific user, so any user can purchase the item at the newly adjusted price.
The exception to this rule is listings from [Enterprise Sellers](https://swappa.com/faq/answer/business-listing-verification-photos). The public comments for enterprise seller listings are disabled. This is primarily to prevent comments that request pricing adjustments since enterprise sellers do not accept these kinds of offers.
## Should I file a PayPal dispute if there's a problem with my purchase?
Issues are rare, but when there is a problem, buyers should first send a message to the seller on their private sale page. Most sellers willingly address any issues and work towards an amicable resolution with the buyer.
If a seller is unwilling to work with the buyer, or a mutual agreement cannot be reached, a PayPal dispute is the next step. Disputes should only be used when a resolution cannot be reached through discussion on the private sale page, and only be opened if you're instructed to do so by our support team.
Please also note that payments should never be reversed or disputed directly with your payment processor (bank or credit card company) without explicit permission from our staff. This can complicate the process, especially since PayPal directly provides payment protections. Additionally, reversing a payment or disputing a payment directly with your payment processor (bank or credit card company) without explicit permission from Swappa staff may result in your Swappa account being restricted or terminated.
## How can a listing be auto-approved?
Nearly all listings on Swappa are manually reviewed by our moderation team. This standard practice helps us ensure the products sold in our marketplace meet all of our [criteria guidelines](https://swappa.com/faq/sell/listing-device-criteria).
Swappa has a very limited auto-approval system that allows certain types of listings to bypass our standard review process. This is very similar to how [Enterprise Sellers](https://swappa.com/faq/sell/business-listing-verification-photos) operate with their listings.
Swappa has very strict guidelines regarding auto-approval including specific requirements related to the price, type of product, seller feedback, etc. If you have any concerns about a listing, please reach out via our [help desk](https://swappa.com/help).
## How do I select a SIM card add-on through Swappa?
When purchasing an eligible listing, buyers can purchase a SIM card add-on at two different stages: right after making a purchase, and on the [sale page](https://swappa.com/faq/answer/sale-page) tied to the purchase.
* The first option is shown right after making a purchase, but before proceeding to the sale page
* Otherwise, the sale page will display a promotion box where this can be selected after purchase
SIM card options will only be shown when purchasing a device that displays a small badge for the carrier on the listing page, so please be on the lookout for this before making a purchase if you wish to order a SIM card at the same time.
## Is it safe to buy a phone on Swappa?
Swappa makes buying a new or gently used phone safe and easy. Unlike eBay and Craigslist, listings are reviewed by real people before they go live.
Each and every device listed on Swappa must meet **[strict listing criteria](/faq/answer/listing-device-criteria)**. This means every device is fully functional, is free from cracks and significant damage, and is ready for activation on the network of your choosing. We keep you safe and eliminate the headaches, so you can concentrate on getting the best deals on gently used tech.
## How does Swappa prevent fraud?
Swappa fights fraud in several ways. Starting with listing reviews, items bought and sold on Swappa are checked by real people before they’re available for sale. Next, our support team constantly monitors marketplace activity using advanced machine learning algorithms to prevent fraudulent activity before it occurs. And if anything ever manages to slip through the cracks, [Swappa Support](/help) is available around the clock to help you reach a swift resolution.
## How do product and listing subscriptions work on Swappa?
Users can sign up for product and listing subscriptions. Enter your desired criteria, such as Condition, Carrier, Color, and Storage, and we’ll email you when listings are created or when listings you follow are changed, commented on, or sold.
Subscriptions can be managed from right inside your [My Swappa account](https://swappa.com/my/swappa/subscriptions).
Product Subscriptions: Sends an email each time a new listing is created in a device category
* Locate the product type you'd like to subscribe to
* Click the "Subscribe" text link on the product page, specify your criteria, subscribe, and then receive notifications for new listings matching your criteria
Listing Subscriptions: Sends an email each time a new comment is posted on a listing
* Locate the listing you'd like to subscribe to
* Click the "Subscribe to comments" button to receive notifications for new comments posted
## How do I return for a refund?
**Items are to be returned to the Seller (not Swappa) for a refund.**
If the item you received is [not as described](/faq/answer/not-as-advertised) in the listing, you are entitled to a refund following Swappa's [return policies](/faq/answer/return-policies).
The first step to getting a refund is to notify the seller (and Swappa staff) of the issue by commenting on the private sale page.
If communication between buyer and seller is not able to resolve the issue with the item/sale, then a [return and refund](/policies/returns-and-refunds) may be necessary.
Swappa’s return procedures are as follows:
* The seller provides a return address to the buyer.
* The buyer ships the device back with tracking and proper insurance.
* [Who pays return shipping costs?](/faq/answer/who-pays-return-shipping-costs)
* The buyer should provide the return tracking number in the “Shipping” section of the private sale page using the "Add Shipment" link once the device has been shipped.
* The seller should issue a prompt refund when the item is received.
* Swappa's [sale fee](/faq/answer/sale-fee) is also refunded when the seller issues a [proper refund](/faq/answer/how-to-refund-paypal) through PayPal.*
* The buyer and seller should notify Swappa staff once the device has been returned and the refund has been processed so the sale can be marked as canceled.
Mobile Device Returns:
* The buyer should provide the IMEI or Serial Number of the device they are returning on the [private sale page](https://swappa.com/faq/answer/sale-page) before sending it back.
* The buyer should [factory reset](https://swappa.com/faq/answer/factory-reset) the device and [remove all accounts](https://swappa.com/faq/answer/software-lock) from the device before sending it back.
## Who pays return shipping costs?
**Return shipping costs are straightforward: sellers pay if the item is not as advertised, and buyers pay if they change their minds.**
Swappa’s policies on the cost of return shipping are as follows:
* When an item is to be returned either the buyer or seller will pay return shipping costs.
* If an item is received in an unusable state and must be returned, the seller is responsible for reimbursing return shipping costs to the buyer to remain in good standing. For example, the device is blocked and/or cannot be activated.
* If an item was listed against Swappa’s device criteria requirements or against Swappa’s policies, the seller is responsible for reimbursing return shipping costs to the buyer to remain in good standing.
* If an item is returned due to a disagreement in the condition of a device, the buyer is typically responsible for covering return shipping costs. For example, Good vs. Fair condition.
* If an item is returned due to [buyer’s remorse](/faq/answer/buyers-remorse), the buyer is responsible to cover the cost of return shipping. Note: A buyer’s remorse return is not guaranteed and requires the seller’s approval.
## More Questions and Answers
- [Marketplace FAQ](https://swappa.com/faq/marketplace.md)
- [Buying FAQ](https://swappa.com/faq/buying.md)
- [Selling FAQ](https://swappa.com/faq/selling.md)
- [Payments FAQ](https://swappa.com/faq/payments.md)
- [International FAQ](https://swappa.com/faq/international.md)
- [Shipping FAQ](https://swappa.com/faq/shipping.md)
- [Devices FAQ](https://swappa.com/faq/devices.md)
- [Warranty FAQ](https://swappa.com/faq/warranty.md)
- [ESN Check FAQ](https://swappa.com/faq/esn.md)
- [Trade-In FAQ](https://swappa.com/faq/trade-in.md)
- [AirPods FAQ](https://swappa.com/faq/airpods.md)