# Swappa Marketplace, Questions and Answers
> New to Swappa? Learn more about our safe and secure Marketplace.
## 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.
## What's a featured listing?
To help your listing stand out and sell faster, Swappa offers featured listings. Featured listings cost $5 each and:
* Places an [orange star icon](https://swappa.com/faq/buy/icon-key-legend) (shown in the image below) beside your listing to help draw more attention to it. It also moves the listing to the top of the category page. Featured listings are shown by order of age.
Please note that *payments for featured listings are non-refundable*. However, Swappa does allow for a featured purchase to be transferred from one listing to another if the same product is relisted (if the original featured listing expires, for example). Other transfer reasons are at the discretion of Swappa staff.
Feel free to reach out to team members using our [help form](https://swappa.com/help) and provide a link to your old featured listing, along with a link to the new listing for the same product, if you'd like to request a transfer.
## How do I list a product on Swappa?
Selling on Swappa is simple.
* Create your [Swappa account](https://swappa.com/registration/register/), and link your [PayPal account](https://swappa.com/faq/payments/paypal-for-marketplaces) (so you can get paid)
* Visit the [Swappa Sell](https://swappa.com/sell) page and find the item you want to sell using the search bar
* Click “Sell” and start creating your listing
Visit our [Welcome to Swappa: Getting started with selling](https://swappa.com/blog/welcome-to-swappa-selling/) blog post for additional information.
## 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.
## 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 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 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 are the policies for shipping items here on Swappa?
Sellers on Swappa are responsible for the condition of the product until it's delivered to the buyer's shipping address. The policies outlined below are crucial when preparing to ship a device:
** Standard shipping: **
* With [standard shipping](https://swappa.com/faq/answer/shipping-time-frame), sellers are required to ship within two business days after the date they receive their payment.
* Sellers pay for standard shipping on Swappa. Sellers should account for this when setting an 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.
** Express shipping: **
* Swappa no longer supports express shipping through our listing or checkout process. If you need an item faster than Swappa's free standard shipping, 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.
* 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.
** Additional shipping requirements are as follows:**
* Sellers should package all products carefully and with proper protection when shipping them to a buyer
* Sellers should only [ship to the address](https://swappa.com/faq/answer/change-address-after-payment) tied to a buyer's PayPal payment
* Sellers should follow any required policies as outlined by PayPal on their [seller protection page](https://www.paypal.com/us/webapps/mpp/security/seller-protection)
More information and suggestions can be found in our [How to ship on Swappa](https://swappa.com/blog/swappa-how-to-ship/) blog post.
Please note:
* USPS no longer allows you to ship any pre-owned electronics (with a lithium battery) to be shipped via air. These items must now ship via a USPS ground service as outlined in [Publication 52](https://pe.usps.com/text/pub52/welcome.htm).
* As a result of this change, shipping to "domestic" locations outside the continental United States, such as Puerto Rico, Hawaii, and Alaska, may take longer for delivery because these shipments will need to travel via ground (water), rather than via air.
* In addition, USPS no longer permits any pre-owned electronics with lithium batteries to be shipped to an APO, FPO, or DPO location.
## 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.
----
## 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.
## Why am I not receiving emails from Swappa?
If you aren’t receiving emails from Swappa (regarding your listings, purchases, subscriptions, etc.), they're likely getting flagged by your email spam filter.
Follow these steps to resolve this issue:
1. Check the spam and/or junk folders within your email account. If you are able to locate the emails, make sure to mark them as *not spam* or *not junk* (the specific wording may vary based on your email service).
2. If you are certain our emails aren't getting caught in your spam/junk folders, the next step is reaching out to Swappa support via our [help desk](https://swappa.com/help). Make sure to include a quick summary of any troubleshooting steps you've tried so far when submitting your support ticket.
Swappa also recommends whitelisting our email to avoid the possibility of this happening again. The steps needed to whitelist email addresses vary depending on your email service, so please be sure to whitelist all emails from any @swappa.com email address.
## How can I check my device's IMEI to ensure it's clean?
Swappa offers a free ESN/IMEI check service: [Check your ESN / IMEI](https://swappa.com/imei)
Swappa’s free IMEI check service reports whether a device is allowed (clean and ready for activation according to the GSMA global registry) or blocked (reported as lost or stolen).
If you don’t know the history of a device or are unsure about its activation status or any outstanding financial obligations, please contact the original wireless carrier before creating a listing.
Read more: [How to find your phone’s IMEI](https://swappa.com/blog/how-to-find-imei/)
## How can I locate the IMEI / Serial Number for my device?
Swappa [verifies listings](https://swappa.com/faq/answer/listing-reviewed-approved) before they go live to prevent scams and keeps junk devices out. To do this, we need your [IMEI](https://swappa.com/imei) if you’re selling a cellular device -- or your serial number if you’re selling a WiFi-only device.
Finding your IMEI is easy:
* **iPhone and iPad IMEI numbers** can be found by going to Settings > General > About
* **MacBook serial numbers** can be found by clicking About This Mac from the Apple Menu
* **Android IMEI numbers** can be found by going to Settings > About Phone > Status
How to find a phone ESN number:
* [iPhone IMEI number](https://support.apple.com/en-us/HT204073)
* [Android phone IMEI number](https://support.google.com/store/answer/3333000?hl=en)
How to find IMEI on iPad:
* [iPad IMEI or serial number](https://support.apple.com/en-us/HT204073)
How do you find the IMEI on an Apple Watch:
* [Apple Watch IMEI or serial number](https://support.apple.com/en-us/HT204520)
Still need help finding your IMEI or serial number? Visit one of the guides below:
* [MacBook serial number](https://support.apple.com/en-us/HT201608)
* [MacBook Air serial number](https://support.apple.com/en-us/HT201862)
* [MacBook Pro serial number](https://support.apple.com/en-us/HT201300)
* [Chromebook serial number](https://support.google.com/store/answer/3333000?hl=en)
* [Microsoft Surface serial number](https://support.microsoft.com/en-us/help/4036293/surface-find-the-serial-number-on-surface)
* [PS4 serial number](https://support.playstation.com/s/article/PS4-Serial-and-Model-Number-Location-1?language=en_US)
* [Xbox One serial number](https://support.xbox.com/en-US/my-account/warranty-and-service/find-xbox-one-kinect-serial-number)
* [Nintendo Switch / Wii U / 3DS serial number](https://www.nintendo.com.au/how-to-find-the-serial-number-of-your-console)
## How do I factory reset my device and prepare it for sale?
Devices must be factory reset prior to being listed on Swappa. The steps will vary from device to device, but we’ve compiled a few resources to help you below.
**Please note:** Swappa is not responsible for any lost data. Be sure to take the proper steps to back up your device and transfer any files to external storage before resetting your device.
### Smartphones:
* [Reset Instructions for Android](https://support.google.com/nexus/answer/6088915?hl=en) *(Proper steps should also be taken to prevent [Factory Reset Protection](https://swappa.com/blog/factory-data-reset-android-device-before-sale/))*
* [Reset Instructions for iPhone](https://support.apple.com/en-us/HT201274)
* [Reset Instructions for Windows Phone](https://support.microsoft.com/en-us/help/10768/windows-10-mobile-reset-my-phone)
### Tablets:
* [Reset Instructions for iPad](https://support.apple.com/en-us/HT201274)
* [Reset Instructions for Android](https://support.google.com/nexus/answer/6088915?hl=en) *(Proper steps should also be taken to prevent [Factory Reset Protection](https://swappa.com/blog/factory-data-reset-android-device-before-sale/)*
* [Reset Instructions for Windows](https://support.microsoft.com/en-us/help/10768/windows-10-mobile-reset-my-phones)
### Laptops:
* [Reset Instructions for MacBook](https://support.apple.com/en-us/HT201065)
* [Reset Instructions for Chromebook](https://support.google.com/chromebook/answer/183084?hl=en)
* [Reset Instructions for Windows](https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options)
### Wearables:
* [Reset Instructions for Apple Watch](https://support.apple.com/en-us/HT204568)
* [Reset Instructions for Wear OS (Android Wear)](https://support.google.com/wearos/answer/6056905?hl=en)
* [Reset Instructions for Fitbit](https://help.fitbit.com/articles/en_US/Help_article/1606)
### Consoles:
* [Reset Instructions for PlayStation 4](http://manuals.playstation.net/document/en/ps4/settings/restore_setting.html)
* [Reset Instructions for Xbox One](http://support.xbox.com/en-US/xbox-one/console/reset-console-to-factory-defaults)
* [Reset Instructions for Wii U](https://en-americas-support.nintendo.com/app/answers/detail/a_id/1723)
* [Reset Instructions for Switch](https://en-americas-support.nintendo.com/app/answers/detail/a_id/22399/p/897)
* [Reset Instructions for 3DS/2DS](https://en-americas-support.nintendo.com/app/answers/detail/a_id/258)
### Home Tech:
* [Reset Instructions for Google Home and Google Home Mini](https://support.google.com/googlehome/answer/7073477?hl=en)
* [Reset Instructions for Google Wifi](https://support.google.com/wifi/answer/6246619?hl=en)
* [Reset Instructions for Echo and Echo Dot (1st Gen)](https://www.amazon.com/gp/help/customer/display.html?nodeId=201819000)
* [Reset Instructions for Echo and Echo Dot (2nd Gen)](https://www.amazon.com/gp/help/customer/display.html?nodeId=202080910)
* [Reset Instructions for Echo Plus](https://www.amazon.com/gp/help/customer/display.html?nodeId=202189720)
* [Reset Instructions for Echo Show](https://www.amazon.com/gp/help/customer/display.html?nodeId=202153150)
* [Reset Instructions for Echo Look](https://www.amazon.com/gp/help/customer/display.html?nodeId=202144090)
* [Reset Instructions for Amazon Tap](https://www.amazon.com/gp/help/customer/display.html?nodeId=202014920)
* [Reset Instructions for Nest Thermostat (1st Gen, 2nd Gen, 3rd Gen, and E)](https://nest.com/support/article/How-to-restart-or-reset-the-Nest-Learning-Thermostat)
* [Reset Instructions for Nest Cam](https://nest.com/support/article/How-do-I-remove-a-camera-from-my-Nest-Account)
* [Reset Instructions for Nest Cam IQ](https://nest.com/support/article/How-to-factory-reset-your-Nest-Cam-IQ)
* [Reset Instructions for Nest Protect](https://nest.com/support/article/How-do-I-reset-the-Nest-Protect-and-remove-all-my-personal-settings)
Additional device types can be found on the [Swappa Blog](https://swappa.com/blog/?s=reset). If a product type is missing and you have a link to the manufacturer’s documentation on how to reset it, please pass it along via our [help form](https://swappa.com/help).
## 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.
## What is an ESN number?
An ESN (Electronic Serial Number) is a unique identifier tied to all cellular devices. ESNs can be found in a few different formats. The most common is the IMEI (International Mobile Equipment Identity). However, some older mobile devices have a MEID (Mobile Equipment Identifier).
No two devices should ever have the same ESN / IMEI, and reviewing this number is one of the most important steps in Swappa's [listing review process](https://swappa.com/faq/esn/listing-reviewed-approved). Thus, it's crucial to ensure that you provide the [proper ESN](https://swappa.com/faq/esn/serial-number-field) when creating a listing on Swappa.
- Check the status of your phone with Swappa’s **[free ESN check](https://swappa.com/imei)**
- Learn more on the Swappa Blog: **[How to find your phone’s IMEI / ESN](https://swappa.com/blog/how-to-find-imei/)**
## 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/)
## 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).
## 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.
## How do I create an account and log in to Swappa?
Signing up for a Swappa account is simple. Visit Swappa's [account registration page](https://swappa.com/registration/register/) (shown in the image below) and enter your email address, first name, last name, a password, and then click the Register button. You can also create an account using your Google account credentials – and if you’re using our iOS app, you can choose to Sign in with Apple.
After creating your account and verifying your email address, you can log in anytime from our [login page](https://swappa.com/login). If you don't receive an account activation email, and you're unable to find the email in your spam or junk folder, please reach out to Swappa using our [help form](https://swappa.com/help) using the email address tied to your newly created account.
To reset your password, please use Swappa’s [Password Reset Form](https://swappa.com/registration/recover/).
## 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).
## 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 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.
## 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/)
## How do I reorder my listing photos?
Rearranging listing photos is simple.
* **New listings:** During the listing creation process, you will be asked to upload [verification photos](https://swappa.com/faq/answer/verification-photos/). After uploading your images, simply drag and drop the images in your desired order before clicking to the next step.
* **Existing listings:** Reorder photos anytime by navigating to the listing you want to edit under your [active listings](https://swappa.com/my/swappa/listings) in your Swappa account. Under actions select “Upload Photos”. Then drag and drop to reorder photos.
**Note:** Please make sure that you're clicking and dragging from the 6-dot drag handle in the top-right portion of the thumbnail.
## 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.
## How do I cancel a sale as a seller?
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.
**See also:** How to cancel a listing as a [seller](https://swappa.com/faq/answer/cancel-listing), and How to request a cancelation as a [buyer](https://swappa.com/faq/answer/cancel-sale-buyer).
## 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/).
## 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)
## 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 delete my Swappa account?
You can delete your Swappa account in the [“My Account” section](https://swappa.com/my/account) of your Swappa user profile.
Scroll down to the bottom and you will find a red “Delete” button.
* Tap the red “Delete” button
* Confirm the request by typing “I understand” in the text box
* Tap the red “Delete Account” button
Note: Deleting your Swappa account is permanent, and all associated user data will be removed. If you are uncertain about a full account deletion, [Swappa support](https://swappa.com/help) can also assist in deactivating your account. A deactivated account will retain your information and history and can be reactivated if you change your mind moving forward.
## 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.
## Why is my Swappa account inactive?
Swappa may place a hold on an account for several reasons. The reasons include, but are not limited to:
* You have a new seller account: Holding a new seller account is a common step that we take to ensure that a sale goes smoothly before allowing additional listings.
* You have a new buyer account: Holding a new buyer account is a common step that we take with newer buyers to ensure the purchase goes smoothly before allowing additional purchases.
Aside from a new account hold, your Swappa account may also be held if you have an unresolved issue related to a previous listing, sale, or purchase.
If your Swappa account is inactive and you aren’t sure of the reason, please contact Swappa support via the [Help Desk](https://swappa.com/help).
## 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.
## Is Swappa legit?
Yes, Swappa is legit.
Swappa is the safest place to buy and sell gently used tech online because our support and moderation team works around the clock to keep you safe.
* Our strict [criteria requirements](https://swappa.com/faq/answer/listing-device-criteria) and [condition requirements](https://swappa.com/faq/general/condition-requirements) weed out junk devices
* Our support team [reviews listings](https://swappa.com/faq/answer/listing-reviewed-approved) before they are approved
* Our support team is available 24/7/365 and usually responds in 20 minutes or less
We have a strict policy here at Swappa. Simply stated — [no junk, no jerks](https://swappa.com/blog/swappa-no-junk-no-jerks/). Swappa also actively [fights fraud](https://swappa.com/safety).
Still not convinced? You can also see how other buyers and sellers feel about [Swappa on Trustpilot](https://www.trustpilot.com/review/swappa.com).
## Swappa vs. The Competition
Swappa is the [safest place](https://swappa.com/safety) to buy and sell gently used tech online
Swappa verifies listings before they go live to make sure the device you receive is fully functional, ready for activation, and exactly as described.
* Real people verify listings before they go live
* Swappa runs device background checks to make sure phones aren’t blocked or reported stolen
* We fight fraud by reviewing transactions with powerful AI tools
* Real 24/7/365 live support (with response times measured in minutes)
See how we stack up against the competition:
* [Swappa vs eBay](https://swappa.com/vs/ebay)
* [Swappa vs OfferUp](https://swappa.com/vs/offerup)
* [Swappa vs Craigslist](https://swappa.com/vs/craigslist)
* [Swappa vs Facebook Marketplace](https://swappa.com/vs/facebook)
* [Swappa vs Gazelle](https://swappa.com/vs/gazelle)
* [Swappa vs GameStop](https://swappa.com/vs/gamestop)
## What is a marketplace facilitator?
A Marketplace Facilitator is defined as a marketplace that contracts with third party sellers to promote the sale of physical property, digital goods, and services through a marketplace. As a result, Swappa is deemed to be a marketplace facilitator for third-party sales facilitated through swappa.com.
Swappa is required by law to calculate, collect, and remit sales tax on behalf of sellers for transactions destined to states where Marketplace Facilitator and/or Marketplace collection legislation is enacted.
## 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.
## Can I sell a device with cracked glass on Swappa?
No, devices with cracked or chipped glass cannot be sold on Swappa. This includes all glass on the device, such as the screen, body, back, and camera lens.
Swappa has a strict No Junk policy. That means tech has to work in order to be sold on Swappa.
Learn more by reading Swappa's [listing criteria](https://swappa.com/faq/general/listing-device-criteria).
## Can I flag a listing or comment for staff to review?
Yes. Please reach out to our support team using our [help desk](https://swappa.com/help) if you come across a listing or a comment you feel goes against [Swappa’s marketplace policies](https://swappa.com/policies) (and make sure to include a link to the listing and details about your concern).
## Why is my listing still pending?
If your listing is currently pending, the moderation team has not been able to [approve your listing](https://swappa.com/faq/answer/listing-reviewed-approved) for purchase. This can be related to a number of different reasons:
* Your listing was recently created: It can take up to a few hours for Swappa moderation team to reach a listing in their queue
* We're waiting on you to follow up with a request via email: Once the instructions in our email are followed, please reply to the message or use the "Request Review" button on your listing page to let Swappa team members know
* Your listing isn't currently eligible for sale: Swappa moderators will follow up via email with more information on why, so please review it carefully
If you're unsure why your listing hasn't been approved after several hours, and you haven't received any emails from us (be sure to check spam and junk mail folders!), please use the [help form](https://swappa.com/help) to contact the support team for assistance. Just be sure to provide a link to the listing when doing so.
## 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.
## Does Swappa allow sellers to charge a restocking fee?
Yes, sellers are permitted to charge a reasonable restocking fee in [buyer's remorse](https://swappa.com/faq/general/buyers-remorse) situations, provided the restocking fee is clearly mentioned in the listing description.
Swappa does not allow restocking fees when they were not clearly advertised on the listing page prior to purchase. Swappa defines buyer's remorse as any time a buyer cancels a sale or returns a device, through no fault of the seller.
## 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 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.
## What is a PayPal Partner Fee?
The ["partner fee”](https://swappa.com/blog/what-is-a-paypal-partner-fee/) you see on the PayPal transaction is a combination of the Swappa seller fee, buyer fee, and sales tax (if applicable).
* **Seller fee:** 3% of the seller's Ask Price. The seller fee is paid by the seller.
* **Buyer fee:** 3% of the seller's Ask Price. The buyer fee is paid by the buyer.
* **Sales tax:** The sales tax amount is based on individual [state requirements](https://swappa.com/taxes). The sales tax is paid by the buyer and remitted to the appropriate state by Swappa.
As a seller, the amount you receive is based on the [Ask Price](https://swappa.com/faq/answer/ask-price) you set when creating your listing. Your payout will be your Ask Price minus Swappa’s seller fee (3%) and PayPal’s transaction fee (3.49% + $0.49 of the total order amount).
## What is an Ask Price?
Sellers must specify an Ask Price when creating a listing. The Ask Price determines the Listing Price that the buyer sees, and it is equal to what the seller is paid before Swappa and PayPal fees.
For example, if a seller sets an Ask Price of $100, the Listing Price shown to the buyer will be $103 in order to account for the 3% buyer fee. Once purchased, the seller is paid $100 minus the 3% seller fee ($3) and the PayPal fee (3.49% + $0.49). Please also make sure to include the cost of shipping when you set your Ask Price.
Learn more about [Swappa fees](https://swappa.com/fees), and who covers the [cost of shipping](https://swappa.com/faq/answer/buyer-seller-shipping-costs) on Swappa.
## 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.
## Is Swappa safe to sell on?
No matter what you’re looking to sell, Swappa makes it safe and simple to get the most money for your used tech. Swappa’s support team works around the clock to prevent buyer fraud and keep scammers out. By closely monitoring marketplace activity using advanced fraud detection algorithms, we prevent headaches before they occur, leaving you free to get the most money for your 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 can I contact Swappa customer service?
Got a question or problem? Swappa is always here to help! Swappa support is available 24/7/365, and we respond within minutes.
You can contact support by creating a ticket on our [Help Desk](https://swappa.com/help). Alternatively, if you have a question or concern regarding a specific listing or sale, you can leave a comment on the listing or sale page and click the “I need help (alerts Swappa Staff)” checkbox.
## 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.
## Are refurbished devices allowed on Swappa?
Yes, refurbished devices and warranty replacement devices can be sold on Swappa.
In order for a refurbished device to be listed:
* The device needs to be restored to full working order by a repair professional through the replacement of any defective parts.
* All repairs must be disclosed by the seller on the listing.
* Non-OEM parts are allowed if disclosed by the seller and the device is [fully functional](https://swappa.com/faq/answer/listing-device-criteria).
Warranty replacement devices (and refurbished devices) cannot be listed as “New” on Swappa, even if they are in a sealed box. Swappa’s [“New” condition category](https://swappa.com/faq/general/condition-requirements) is only for items that are factory sealed in unopened retail packaging.
## What is Stripe Identity Verification?
Stripe Identity Verification is a secure service from Stripe that helps Swappa confirm the identity of users, adding an extra layer of trust and security.
You can learn more about Stripe Identity here: [https://stripe.com/identity](https://stripe.com/identity)
On Swappa, users who complete the Stripe Identity Verification will have a green check badge displayed on their profile.
## What is Conditional Approval?
### **What does “conditionally approved” mean?**
Conditional approval of a listing on Swappa means that a staff member manually reviewed your listing and made a small adjustment to ensure it meets our listing requirements. This may include updating the condition, correcting specifications, or adjusting the listing variant for accuracy.
### **Why was my listing condition changed?**
If the condition was changed, it means our staff determined that the item’s description or photos better matched a different condition category. This helps keep listings accurate and ensures buyers receive items in the condition they expect from [Swappa’s condition guidelines](https://swappa.com/faq/answer/condition-requirements).
### **Did I do something wrong?**
No. Conditional approval is not a penalty. It simply means we needed to adjust one or more listing details to ensure your listing meets [Swappa standards](https://swappa.com/faq/answer/condition-requirements).
### **Can I change the listing back?**
If you believe a change was made in error, please contact our support team at help@swapp.com. We’re happy to review the listing.
### **What should I do next?**
No further action is needed. Your listing is now live and ready for buyers to purchase. You can contact Swappa Support if you have any questions.
### **How will I know what was changed?**
In most cases, the condition of the listing was changed (ie, from Mint to Good). If you’d like more detail, just reach out to us and we can review the changes with you.
### **Who can I contact if I have more questions about Conditional Approval?**
If you have any questions about your conditional approval or the adjustments made, please contact us at **help@swappa.com**.
## 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)