Live.Payments Guidelines & Best Practices

Reduce disputes and optimize your Live.Payments experience by following these best practices.  

1) Guarantee your 100% fraudulent chargeback protection with these preventative measures:

  • Provide accurate and detailed lot information. Mitigate risk of disputes by offering clear and accurate descriptions, conditions, and photographs for all lots in your auction.
  • Ensure lots are safely and securely packaged to prevent any shipping damage that may be used to file a dispute.
  • Re-routed shipments are not eligible for fraudulent chargeback protection, so make sure lots are shipped to the address specified in the ‘payment received’ confirmation email sent to you by LiveAuctioneers.
  • Have your shipping provider collect signatures upon delivery and prohibit shipping address changes.
  • Keep detailed records of:
    • Pick-up information: pick-up date, name and signature of who picked up the lot, and condition report signed by shipping agent at the time of packing if packed by shipping provider
    • Shipping information: carrier, tracking number, delivery date, and received signature confirmation
    • Payment terms for each lot or auction: terms of sale disclosing fees, tax/vat/customs responsibilities, and return policy

2) Have clear easy-to-read payment terms to ensure bidders are satisfied with the check-out experience.

If you decide to pass the credit card processing fee to your bidders, here is an example of phrasing you can place in your payment terms:

If you choose to pay by credit card, please note that we impose a surcharge of XX% on the transaction amount on all credit card transactions, which is not greater than our cost of acceptance.

When using the Autopay feature, update your terms and conditions to include automatic payment collection verbiage. Here is an example of phrasing you can place in your catalog and lot terms:

If you have a card on file with LiveAuctioneers, it will be automatically charged 72 hours after you receive your invoice. 

If you have not contacted us to arrange payment within 3 days of the time that invoice is sent, we will charge the credit card you used to register for the auction for the full amount listed on your invoice.

Ensure your buyers are aware you can collect via credit card and eCheck (ACH) through Live.Payments. Here is an example of phrasing you can place in your catalog and lot terms:

Payment through LiveAuctioneers is preferred. Please note you can pay via any major credit card or eCheck (ACH) by clicking the “Pay Now” button on your LiveAuctioneers invoice.

3) Enable Autopay to collect credit card payments on unpaid invoices

Autopay, a free feature with Live.Payments, allows you to automatically collect credit card payments for any invoices that remain unpaid for more than 72 hours. Thanks to Autopay, auction house partners have been able to save countless hours chasing down credit card payments over the phone, while giving buyers a more secure and convenient checkout experience.

4) Consider enabling Next Day Transfers for even faster payouts

By default, Live.Payments balances are transferred to your bank twice a week, on Tuesdays and Fridays. Next Day Transfers is an optional opt-in feature to receive your funds even faster. 

With Next Day Transfers, any balance of $200 or more by 9:00pm ET will be disbursed to your bank account the following business day.

5) Learn more about internet sales tax and when LiveAuctioneers collects and remits

To help auction houses comply with internet sales tax laws, we offer enhanced tax calculation services for purchases made through LiveAuctioneers. Auction houses are not charged any additional processing fees for this service. Review all states that LiveAuctioneers collects and remits and reach out to our support team at support@liveauctioneers.com if you have any questions.

6) Ensure your auctions are eligible for Live.Payments transactions as not all goods are allowed to be paid through Live.Payments.

If you sell high risk merchandise, please make sure your account is enabled for high-risk processing under Live.Payments. High risk merchandise may include but is not limited to government-regulated goods that require additional underwriting by credit card processors, potentially brand damaging products, firearms and ammunition product after 1898, wine, beer, or spirits, and offensive or discriminatory goods.

If you are unsure whether certain items are restricted from Live.Payments usage, please contact our Support Team for guidance at support@liveauctioneers.com.

Please review all of our Live.Payments articles and resources here.

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