LivePayments: Frequently Asked Questions

Set yourself up for success and ensure a positive Live.Payments experience by reviewing our FAQs 

When can I expect to receive my first disbursement? 

Please note that all first withdrawals are subject to a 5-business day payout delay. This is a one-time security hold, all future withdrawals are then set to go out bi-weekly without delay, every Tuesday and Friday. To determine when this hold will be lifted, review the date of your first withdrawal in the “Disbursements” tab and count 5 business days after that date. The funds should then appear in your account in 1-2 business days, depending on your bank.

How are the processing fee, commission, and sales tax calculated? 

  • The credit card processing fee is 3% + 25¢ and is calculated based on the gross (including the sales tax, shipping costs, or any other alterations)
  • The bank transfer (ACH) processing fee is 1% + 50¢ and is calculated based on the gross (including the sales tax, shipping costs, or any other alterations)
  • The commission is 5% and is calculated based on the hammer price
  • The sales tax is calculated using our advanced sales tax calculation engine. Based on the destination ZIP code, the calculator applies the correct state and local sales tax rate on the hammer price and shipping and handling fees. Processing fees and buyer’s premium may also be taxable depending on the state. For more information, please review Internet Sales Tax: When LiveAuctioneers Collects and Remits and FAQ: Sales Tax Collection & Remittance through Live.Payments

When is safe to ship/release items paid for via LivePayments? 

Once a payment passes all fraud checks and is approved by our processor, the status will become "pending disbursement." At this point, you can release the item to the winning bidder. If you plan on shipping the item, please make sure you are sending the item to the address listed on the payment received email.

For more information on payment status, please review LivePayments: Understanding Payment Status.

Where can I find a breakdown of my disbursements? 

This report is available in the 'Reporting' tab of your LivePayments dashboard (see below). The disbursement report will give you a full breakdown of the invoices included in each disbursement. 

Note: It may take up to 1 business day for the disbursement report to be fully updated after the listed disbursement date.

What is a negative disbursement?

When a refund or chargeback greater than the account balance is issued, the funds are immediately debited via a temporary negative disbursement. Due to the nature of these disbursements, they do not include a breakdown of the included invoices. It takes roughly 5-6 business days to clear and the processor does not receive the funds until it clears. When the temporary debit clears, the debit is processed normally and the temporary debit is returned to your balance.

This type of disbursement will only be triggered if the negative balance is greater than $500. The LivePayments team can provide you with a revised disbursement report for a breakdown of the invoices included in the negative disbursement. To request one, please contact us via payments@liveauctioneers.com. 

What is a chargeback and why were the funds deducted from my account?

A chargeback is an action taken by the cardholder’s bank to force a transaction reversal and trigger a dispute resolution process.  Chargebacks are, unfortunately, an unavoidable part of any credit card processing (and are not unique to LivePayments). 

Once a chargeback has been issued, the disputed amount will be withdrawn from your payments account. Disputes are handled with the bidder's bank, so we do not have any specific information on how it will be reviewed. That said, we will be happy to provide guidance along the way. Once a decision has been issued, you will see the disputed amount either returned or remain debited (depending on the result). 

Note: The chargeback process can be quite lengthy, cardholders typically have up to 120 days to file a chargeback and banks can take up to 6 weeks to issue a decision.

For any chargeback, the best first step is to reach out to the bidder. This will help you get a better understanding of the dispute and your outreach can serve as evidence of a good faith attempt to resolve the issue.

For more information on chargebacks, please review our Chargeback FAQs

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

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