Why we're introducing this program
We launched LiveShipping to give bidders a transparent and easy buying experience. Having visibility into total costs ahead of bidding and access to tracking details after purchase has contributed to increased bid volume and bidder retention.
We’ve heard feedback from some of our partners that they want to provide bidders with these benefits through their own shipping operations, without the LiveShipping infrastructure. The LiveShipping Exemption program is our way of responding to that feedback while ensuring we meet bidder expectations.
Houses that have their own, high-quality, in-house shipping operations and meet defined eligibility criteria may apply for exemption and ship independently of LiveShipping as long as they remain in compliance with these criteria. Please note: this program covers your obligation to use LiveShipping. It does not change any other platform policies or your obligations to buyers.
Who is eligible to apply
To be considered for an exemption, you must meet all the following quantitative criteria:
| Criteria | Requirement |
| Shipping Model | Support in-house shipping on 100% of inventory |
| Negative Shipping Review Rate | Less than 15% 1-2 star ratings (out of 5) |
| Review History | 10 or more shipping reviews |
Once the exemption criteria are met, all applicants must also complete an accreditation process, which is outlined below.
The accreditation process
Accreditation is a brief, one-time review conducted by a member of our Shipping Operations team. It's designed to confirm that your shipping operation is professional, transparent, and equipped to handle issues when they arise. To receive accreditation you’ll need to demonstrate:
1. Clear shipping instructions posted across your LiveAuctioneers profile
Buyers need to know what to expect before they bid. You'll need to have clear, accurate shipping policy and timeframes for delivery published in your Shipping Policy, your Invoice Message, and your Terms & Conditions on LiveAuctioneers.
2. An end-to-end shipping flow demonstration
You'll walk an Ops team member through your full shipping process. This covers how long it takes to pack an item after a sale closes, when pickup or carrier collection happens, and how you communicate updates to bidders. We’ll also cover new features on our platform to support this rollout, including pre-sale shipping estimates and how to add tracking numbers on your invoices (a requirement for continued exemption).
3. A claims process for damaged or lost items
Our bidders need to know that if damage occurs during shipping they will be covered. You'll demonstrate your end-to-end process for managing claims when items arrive damaged or go missing in transit.
How to get started
If you believe you meet the quantitative criteria, reach out to your Partner Manager or contact the shipping support team (shipping@liveauctioneers.com). They'll confirm your eligibility and connect you with the Operations team to schedule your accreditation review.
If you're not sure whether you qualify, we can help you understand where you stand and what it would take to get there.
Continued Exemption
Exemptions are not permanent. In order to remain exempted, houses must meet these criteria:
| Criterion | Requirement |
| Shipping Model | In-house shipping offered on 100% of shippable inventory |
| Bad Review Rate | Less than 15% |
| Time to Ship | Tracking numbers added on all in-house shipping invoices within 10 days of sale date |
| Bidder Complaint volume | Minimal bidder complaints and escalations |
We will regularly review exempted houses and will notify you if your shipping metrics change materially. We’ll work with you to correct any issues and will re-evaluate after a grace period. Houses that don’t meet the exemption criteria after their grace period will be re-enrolled in LiveShipping, but may request exemption again in the future.