Question 1

Auction General Rules

Accepted Answer

While we manage the website and software, the transactions occur directly between the buyer and the seller. Therefore, if you should encounter an issue with an item, please first contact the selling agency via email and phone, before contacting us about the issue.

Most items are offered in a general auction to the public. Few items are offered under a restriction. If an auction is restricted, there will be a red banner below the photos that reads "Restricted to...", you may read more about restricted autions under "Restricted Auctions" in the help file.

Ask as many questions, or inspect the item before bidding.

All accounts start on probation, refer to "Probation" in the help file.

NOTE: You are responsible for your account. No matter who places bids from your account, you are the responsible party.

Bidding

All bids are placed online.

Auction Ending Times

An auction will end at its stated time, unless the item is subject to an auto extension. If the auto extension applies, please note the following:

1) It will be listed on the asset details page, directly beneath the “Remaining” time left

2) If a bid is placed during the final 3 (three) minutes of an auction, the auction's current end time will automatically extend for an additional 3 (three) minutes. This will continue until no bids are placed during the last 3 (three) minutes. Since most bidding occurs during the final minutes of an auction, this allows all bidders a sufficient amount of time to continue bidding.

Reserve Auctions

If there is a reserve on the item, it will be disclosed in the bid box.
If the auction ends without meeting the reserve amount, the seller may offer the item to the high bidder or re-list the item.

Payment

Each asset page reveals the payment and removal method as well as the Seller's Terms & Conditions.
Be sure to read the Seller's payment terms, because some sellers you pay directly, others use online payment through our system.
All sellers have a strict payment due date. If the item is not paid for by the time stated, the seller may lock your account for default, and you will be assessed a fee equal to 40% of your winning bid amount.

Asset Removal

Most sellers do not ship, pack, or palletize. Therefore, before bidding, contact the seller regarding any shipping or removal questions.

Question 2

Bid Deposit Refund Process

Accepted Answer

The refund process can take at least 2 (two) weeks after the close of auction. Please monitor your e-mail address on file for updates once they become available.

Question 3

Bidding

Accepted Answer

How to bid

NOTE: You are responsible for your account. No matter who places bids from your account, you are the responsible party.

You must be signed in to place a bid.

On the asset page, enter a bid amount in the "Enter Bid" field, and then click the "Place Bid" button. Before placing the bid, however, here are a few important notes about the "Auto-Bid":

1. "Auto-bid" is checked by default. If you uncheck it, you will be placing a straight bid.

2. Our "Auto-bid" feature will allow you to set a limit as to how high you are willing to bid on an item.

3. Any time you are outbid on this item, the system will automatically place a bid for you, up to your set limit.

4. At any time, you may lower your Auto-Bid amount to the "minimum bid" amount or higher.

Once you've clicked "Place Bid," you're brought to the bid confirmation page. Review the bid amount and the seller's terms. If the bid amount is correct and you agree with the seller's terms, select "Agree." If the bid amount is wrong or you do not agree with the seller's terms, select "Disagree."

Notifications if outbid

If the "Notify if outbid" box is selected, you will receive timely notifications via Text Message (SMS), WhatsApp and/or Email.

To disable outbid notifications, uncheck the "Notify if outbid" box before submitting your bid.

Please note that the Email outbid notification(s) may route to your spam or junk folder.

Can I retract a bid?

If you have an Auto-Bid in place (e.g., $10,000), please lower it to the minimum bid amount (e.g., $1,000) by placing a new Auto-Bid. This will increase your chances of becoming outbid. If you win the auction, however, please contact the seller immediately.

How to increase a bid

Place an amount equal to or higher than the minimum bid amount shown on the asset page.

Reserve

A reserve price is a hidden minimum price. This is the lowest price that the seller is willing to accept for the item.

If the listing ends without any bids that meet the reserve price, the seller is not required to sell the item.

As a buyer, you are not shown the reserve price.

Trouble-shooting issues

Message received:

"Your bid is not in the correct format"

This means you have entered a dollar sign or a comma. Here is an example: (Correct) 1000 (Incorrect) $1,000.00

"You are not authorized to bid on this item"

This is a restricted auction. The restriction type is displayed in the red-colored strip below the photos. Click on the restricted auctions link to read more on this.

"Your account is on probation, you are limited to ... open auctions"

Your account is on probation, all accounts start on probation. Learn more about the probation policy by clicking the probation link.

No bid field

This means you are not logged in, or you are not on the "asset page." In the upper, right-hand corner, click "Sign In." If you're already signed in and you do not see a bid box, click on the description of the item to open the "asset page."

Question 4

Buy Now Price

Accepted Answer

When an auction has a “Buy Now” price, you can purchase that item right away by clicking on the Buy Now button. Simply confirm the final bid price and your purchase will be confirmed. You will be directed to the Lots Won page and can complete the payment transaction.

Question 5

Customer Support's Contact Info

Accepted Answer

Telephone (Americas): 855-587-8810

Telephone (Europe, Middle East, Africa): +44 207 098 3792

Telephone (Asia & Australia): +86 400 820 9860

Email: buyerhelp@allsurplus.com

Question 6

Default for non-payment

Accepted Answer

If payment is not received within the allotted timeframe, your account will be locked and a default fee of 40% of the winning bid will be assessed. Payment of the default fee will only unlock your account (must be paid via cashier's check or money order).

Question 7

Dynamic Bid Increments

Accepted Answer

Why did the bid increment change on the auction that I was bidding on?

Most sellers have a new feature called Dynamic Bid Increments set up on their auctions. This feature enables our system to automatically set and adjust the bid increment for each auction. These increments are based on the starting bid, current bid, or reserve price. As the current bid increases, the system will adjust the bid increments accordingly.

Question 8

Flywire - Direct Debit in USD

Accepted Answer

When you select ACH Direct Debit, you will provide your bank account details to Flywire to debit your account for the specified amount. The funds are typically debited from your account within 24 hours, and your payment will usually be available to GovDeals/AllSurplus/AllSurplus Deals by the 3rd or 4th business day after you successfully make your payment. If you are seeking a quicker turnaround timeframe, we recommend selecting an alternative payment option (e.g., credit card).

Q: Customer Support's Contact Info

Telephone (Americas): 855-587-8810 Telephone (Europe, Middle East, Africa): +44 207 098 3792 Telephone (Asia & Australia): +86 400 820 9860 Email: buyerhelp@allsurplus.com

Q: Forgot Username / Password

Forgot Username 1. Click on "Sign In" (upper, right-hand corner of your screen) 2. Underneath the blue-colored "Log In" button, click "username" 3. Enter your email address 4. Click the "Send" button 5. The system sent an e-mail to you with your username Trouble-shooting issues Message received : "The information you have provided does not match and cannot be validated. Please try again or register as a new user." The reason you received the above message is due to one of the following reasons: You registered with a different email address, or you are not registered with us. Please try a different email address, or click on register. If you get the message that the email address is already in use, this means that you are registered at another Liquidity Services marketplace. Please call us for assistance, 855-587-8810. Forgot Password 1. Click on "Sign In" (upper, right-hand corner of your screen) 2. Underneath the blue-colored "Log In" button, click "password" 3. Enter your email address 4. Click the "Send" button 5. The system sent an e-mail to you with your temporary password Trouble-shooting issues If a registered email address was entered, an email with reset instructions has been sent to the associated account. If you are having difficulty locating the email in your inbox, please be sure to check your spam folder.

Question 9

Flywire - Payment processor

Accepted Answer

We’re excited to announce that we’re upgrading the way you pay for your auctions!

Flywire, our trusted and verified payment partner, will securely process your payment. On your bank or card statement, the transaction will include Flywire.

An easy-to-use payment solution, Flywire provides you with a more secure, flexible payment experience that allows for paying in your currency of choice.

Any Liquidity Services notice pertaining to Flywire, or any direct communication from Flywire associated with your payment, should be deemed legitimate.

Question 10

Forgot Username / Password

Accepted Answer

Forgot Username

1. Click on "Sign In" (upper, right-hand corner of your screen)

2. Underneath the blue-colored "Log In" button, click "username"

3. Enter your email address

4. Click the "Send" button

5. The system sent an e-mail to you with your username

Trouble-shooting issues

Message received :

"The information you have provided does not match and cannot be validated. Please try again or register as a new user."

The reason you received the above message is due to one of the following reasons: You registered with a different email address, or you are not registered with us.

Please try a different email address, or click on register. If you get the message that the email address is already in use, this means that you are registered at another Liquidity Services marketplace. Please call us for assistance, 855-587-8810.

Forgot Password

1. Click on "Sign In" (upper, right-hand corner of your screen)

2. Underneath the blue-colored "Log In" button, click "password"

3. Enter your email address

4. Click the "Send" button

5. The system sent an e-mail to you with your temporary password

Trouble-shooting issues

If a registered email address was entered, an email with reset instructions has been sent to the associated account.

If you are having difficulty locating the email in your inbox, please be sure to check your spam folder.

Question 11

How does an Auto-Bid work with a reserve amount?

Accepted Answer

When placing an Auto-Bid on an item with a reserve, the Auto-Bid is compared to the reserve amount. Here are some examples:

1. The Auto-Bid amount is lower than the reserve amount
- The bid is placed for the total amount of the Auto-Bid and the item reflects the high bidder as well as “Reserve Not Met."

2. The Auto-Bid amount is equal to the reserve amount
- The bid is placed for the total amount of the Auto-Bid (equal to the reserve amount) and the item reflects the amount of the bid as well as the high bidder.

3. The Auto-Bid amount exceeds the reserve amount
- The bid is placed for the amount of the reserve and the item reflects the amount of the bid as well as the high bidder.

Question 12

How to access your buyer certificate

Accepted Answer

Once you've been awarded your most recent asset, it's time to retrieve your buyer’s certificate.This certificate serves as proof of your ownership and allows you to proceed with the necessary arrangements for pickup or delivery.

Here's a breakdown of the steps to create your buyer’s certificate:

Sign into your account
Access your account profile in the upper, right-hand corner of the screen
Click your name, then select "My Bids"
On the left-hand side, under "My Bids," click "Lots Won"
Here you'll find each lot that you've won. On the right side, you'll see a "Certifi…" button.
Click it
Once payment is made, if the Seller information is listed below, please contact the phone number and/or/e-mail address listed for further pickup instructions.
If the Seller information is NOT listed below after payment is made, it will be provided to you in a separate e-mail. This e-mail is named Load Out Advice/Authorization for Release."

If you have any questions about your buyer’s certificate or need assistance, please contact Customer Support via e-mail, buyerhelp@allsurplus.com, or phone, 855-587-8810.

Check out this informative video for detailed step-by-step instructions:

Question 13

How to bid

Accepted Answer

After you have successfully completed the registration process for a Liquidity Services Marketplace, you are now permitted to start placing bids on auctions.

To place a bid on an auction:

Sign into your account
After browsing and selecting an asset, click on the asset details page
From the asset details page, you will see the photo(s) of the asset, along with any restrictions that apply, including payment, removal and special instructions. Please review this information carefully.
If the auction is live and you meet the applicable restrictions, you will see the bidder's box.
Enter your bid amount there, and then click "Bid Now".
You must "Agree and Confirm Your Bid." Your bid is not entered until you click to Agree and Confirm Your Bid. Before you click it, please ensure that you carefully review and understand the Terms and Conditions."

Once the auction period has ended, you will be notified of the auction results via email. You can see your bid history and results from the “My Bids” section of your account.

If you experience any issues or need assistance, please contact Customer Support via e-mail, buyerhelp@allsurplus.com, or phone, 855-587-8810.

Check out this informative video for detailed step-by-step instructions:

Question 14

How to create an invoice

Accepted Answer

Once you have been awarded an asset, you are now required to create an invoice before completing your payment. Let's get started!

Creating an invoice is a necessary part of the transaction, ensuring that all the details are accurately recorded. It allows both parties to have a clear understanding of the agreed-upon terms and serves as an official document for future reference. Creating an invoice can be done in a few easy steps, simply,

Sign into your account.
Click on your name in the upper right-hand corner and select "My Bids."
Underneath "My Bids," click on "Lots Won" on the left-hand side.
Find the lots you've won and either select all or individually choose the ones you want to check out.
Once you've made your selection, hit the "Checkout" button.

Congratulations! You've successfully created your invoice a vital step towards finalizing your payment.

*** If you ever need to delete your invoice, no worries! Simply click on the "Delete Invoice" button and follow steps 3 and 4.

If you experience any issues or need assistance, please contact Customer Support via e-mail, buyerhelp@allsurplus.com, or phone, 855-587-8810.

Check out this informative video for detailed step-by-step instructions:

Question 15

How to select a payment method

Accepted Answer

Congratulations, you won! Now that you’ve successfully created your invoice, it's time to take the final step towards completing your purchase and securing your items, you must now select your payment method.

Here's a step-by-step guide to selecting your payment method and some important things to keep in mind:

Sign into your account
Access your account profile in the upper, right-hand corner of the screen
Click your name, then select "My Bids"
On the left-hand side, under "My Bids," click "Lots Won" .
Find the lots you've won and either select all or individually choose the ones you want to check out.
After you've made your selection, hit the "Checkout" button.
Scroll down to the bottom of the page where you will find the section labeled "Please Choose a Payment Method"
You'll see the available payment method options including "Pay with Wire Transfer," "Pay with Credit Card," and/or "Pay with PayPal." The payment options are determined by the payment method accepted for the amount due.
If your invoice is $5,000 or more, your payment must be made via wire transfer, and only "Pay with Wire Transfer," will display.
For buyers with less than 3 completed transactions, there's a $1,000 limit for credit card/PayPal payments. If your transaction is over $1,000, you'll only see the Wire Transfer option.

Once you've completed the payment and provided any additional requested information, you will receive confirmation that your payment has been received and guidance on next steps.

Remember, we're here to make your payment process smooth and hassle-free! If you have any questions or need further assistance, please feel free to contact Customer Support via e-mail, buyerhelp@allsurplus.com, or phone, 855-587-8810.

Question 16

How to update your personal information

Accepted Answer

We understand that life is full of changes and sometimes it's necessary to update your bidder account information. Whether you've recently moved, got a new number, or simply forgot your password, we've got you covered. Updating your personal information is quick and easy. Let’s get started!

To update your personal information, just follow these simple steps:

Sign into your account
In the upper, right-hand corner, click your name, then click "My Account"
On the left-hand side, underneath "My Account," you will see "Account Information," "Addresses," "Phone Numbers," and "Reset Password."

Once you’ve updated the applicable information, select “Update Information” to save your changes and that’s it, you’re done!

REMINDER: You can NOT alter your Buyer ID, Username, Email, or First and Last name.

Check out this informative video for detailed step-by-step instructions:

Question 17

How to view sold items

Accepted Answer

An item shows up under "sold" approximately 10 minutes after an auction closes. To view sold items and the bid history, please follow these steps:

1. Select “Advanced Search" (located directly beneath the "Search Assets" box)

2. For "Timing," select "Sold," and select the number of days

3. Click the "Search" button

4. Navigate to the item you want to view

5. Click on the description of the item

6. Near the bottom of the page, click "show more bids."

Question 18

I won, now what?

Accepted Answer

Congratulations!

A buyer certificate has been sent to the email address on file. This may end up in your junk or spam folder. You may also access the buyer certificate via these steps:

1. Click "Sign In" (upper, right-hand corner)

2. Click your name, then click "My Bids"

3. Refer to "Lots Won"

4. Locate your asset, then click "Certificate"

5. Follow the instructions concerning payment and pick-up.

Regarding payment, please note the following:

1. Sellers set their own payment terms. Some sellers require that payment be made to them directly, while others use the automated system through the website. It's important to read the payment terms prior to bidding to make sure that you can follow through with the sale.

2. A wire transfer must be made for any amount over $4,999.99, and cannot be made via Western Union.

3. You may add any won auction(s) to an invoice when you're creating the invoice (some restrictions apply).

Question 19

My Account

Accepted Answer

To ensure that all of your information is up-to-date, please check "My Account."

How to access "My Account":

1. Click "Sign In" (upper, right-hand corner)

2. Click your name, then select "My Account"

To change your password:

1. Click "Reset Password"

2. Enter your current password

3. Enter the new password in the "New Password" and "Confirm Password" fields

4. Click "Update"

To Make changes to your account information:

1. Click the applicable subcategory, "Account Information," Addresses," or "Phone Numbers."

2. Click the "Edit" or "Add new..." option

3. Make your alteration/addition

4. Click the "Update" / "Save" button

Address Change

If you change the address from one state to another, the account is automatically locked until we can verify the new address. In addition, if you have open auctions, you may not be able to use a credit card or PayPal until the account information is verified. To verify the new address, please send a copy of your recent utility bill to buyerhelp@allsurplus.com.

Question 20

Online Auction - Subject to Seller Confirmation

Accepted Answer

Once the auction has closed and a high bidder has been identified, the seller reserves the right to approve or reject the final offer, which can take up to 10 (ten) business days. If the seller approves the final offer, then that is when the timeframe begins for payment and removal.

Question 21

Payment

Accepted Answer

Sellers set their own payment terms.

Some sellers require that payment be made to them directly, while others use the automated system through our websites, AllSurplus.com and GovDeals.com.

It is important to read the payment terms prior to bidding to make sure that you can follow through with the sale.

Payment instructions for AllSurplus.com and GovDeals.com (step-by-step)

Sign into your account on GovDeals.com or AllSurplus.com
In the upper, right-hand corner, click where it says “Welcome, (Your Name)”
Select "My Bids"
On the left-side, underneath “My Bids,” select “Lots Won”
You will now see the LOT #(s) that you have won. On the right-side, click the box next to “Select”
- Note: You can select multiple LOT #s (some restrictions may apply)
Within the blue-colored bar above, click the “Checkout” button
Within the “Payment Review” page, scroll down, then click the “Select a Billing Address on file”
- Note: You can also add a new address if necessary
Click the “Pay Now” button
Within the new window, please fill in the details of the person whose card/bank account will be used to pay
Click the box next to, I have read, understand, and agree to the Flywire Terms of Use and Privacy Policy
Click the “Continue” button
Select payment method
- Note: Available methods can depend upon your invoice amount ($5,000 or greater requires certified funds) or credit card limit with us, not your bank, due to probation status. If you are on probation, your credit card limit with us is $1,000.
- Note: Additional processing fees apply for credit cards & will be shown to you. Please carefully review, as these are non-refundable.
- Note: Regarding “ACH Direct Debit US,” the funds are typically debited from your account within 24 hours, and your payment will usually be available to GovDeals/AllSurplus/AllSurplus Deals by the 3rd or 4th business day after you successfully make your payment. If you are seeking a quicker turnaround timeframe, we recommend selecting an alternative payment option (e.g., credit or debit card).
Click “Continue”
Follow the prompts
- Note: If you selected “Bank Transfer in US Dollars (USD)” (i.e., wire transfer), you will see a button, GENERATE PAYMENT INSTRUCTIONS. Please click it. You will then see details on where to send the payment to. Please ensure that your bank references the payment ID on the payment that is sent so that it can be identified. If the payment ID is not referenced, delays in processing your payment will be experienced.

Should you have any questions about payment, please contact us via Live Chat, e-mail, buyerhelp@allsurplus.com, or telephone, 855-587-8810.

Question 22

Probation for Credit Card Payments

Accepted Answer

All accounts start on probation.

Probation is only applicable to lots where credit card payments are available.

The credit card limit for transactions is $1,000 while on probation. Once probation is completed, the credit card limit for transactions is $5,000.

The criteria for successful completion of the probation period include:

- Completing (paying for and picking up) $5,000 in transactions, or

- Completing (paying for and picking up) 3 (three) transactions, or

- Submitting a $1,000 probation deposit

The $1,000 probation deposit can be paid via cashier’s check, money order, or wire transfer. We do not accept Western Union, Bank Deposit, or Counter Transfer. You must reference your username or email address on the cashier’s check, money order, or wire transfer. Please see the instructions below.

Note: The $1,000 probation deposit is eligible to be refunded after 60 (sixty) calendar days ($25.00 processing fee will apply).

Mail the cashier’s check or money order to:

GovDeals / AllSurplus

PO Box 242457
Montgomery, AL 36124

Wire transfer instructions:

Account name: Liquidity Services Operations, LLC

Account number: 4125377382

ABA number: 121000248

Swift code: WFBIUS6S

Account type: Checking

Wells Fargo Bank, N.A.

420 Montgomery Street

San Franciso, CA 94104

Question 23

Restricted Auctions

Accepted Answer

Before you are allowed to bid on an item offered under a restricted auction, you must meet certain requirements. Please see the applicable restrictions below.

Fire Departments or Law Enforcement Restriction

- Requirement: A copy of your government issued photo ID along with a letter from your superior on your agency's letterhead, authorizing you to buy for your agency. In the letter, also indicate that it is known that the item is for agency use only and not for resale or personal use. Please e-mail the aforementioned to buyerhelp@allsurplus.com.

- Please note that your agency must be funded by tax payers to qualify to buy under this restriction. Security companies commissioned to a law enforcement post do not qualify.

Gun Dealers Restriction

- Requirement: A copy of your FFL and driver's license. Please e-mail the aforementioned to buyerhelp@allsurplus.com.

Licensed Auto Dealers or Salvors, Liquor Dealers, Scrap Metal, or Electronic Certified Handler Restriction

- Requirement: A copy of your business license and driver's license. Please e-mail the aforementioned to buyerhelp@allsurplus.com.

Question 24

Sales Tax Exemption

Accepted Answer

Do you hold a sales tax exemption? If so, please click here.

Note: The duration of an exemption can vary depending upon state, exemption type, and other factors.

Note: We recommend that you complete the sales tax exemption process before you bid.

Note: Sales tax refund requests must be submitted within 30 (thirty) calendar days from the auction's end date.

If you have any questions, please contact Customer Support via telephone, 855-587-8810 (AllSurplus) or 800-613-0156 (GovDeals), or e-mail, taxhelp@liquidityservices.com.

Question 25

Save your Search

Accepted Answer

Have a search that you want to save? Please follow these steps:

1) Simply do any search or browse that you like.

2) Within the results, click “Save this Search.” If you are not signed in, it will prompt you to.

3) Click the blue-colored “Save Search” button.

To review your saved search, please follow these steps:

1) Click “Welcome,…,” located in the upper, right-hand corner.

2) Click “Saved Searches."

3) Within your saved search, you can choose “LATEST ONLINE” and/or “ENDING SOON.”

- Latest Online will send you an e-mail everyday around 5:00 a.m. Eastern Time with everything new in your search since the last e-mail.

- Ending Soon will send you an e-mail everyday around 5:00 a.m. Eastern Time with everything that will close in the next 24 hours.

4) Click the box next to “Yes, I would like to receive email communications…”

5) Click the “Update Saved Searches” button.

Question 26

Sealed Bid Auctions

Accepted Answer

A sealed bid auction differs from our traditional general auctions. With a general auction, you can see the current auction price along with the bid history. However, with a sealed bid auction, you cannot see the current auction price or the bid history. You must place your best and final bid, and the bidding results will not be unsealed/reviewed by us until after the auction has closed. If you are the winning bidder, you will be notified via your online account and email.

Question 27

Seller approval

Accepted Answer

Open auction where bidding starts at a fixed amount and increases by a minimum bid increment (or higher) by different bidders until the auction end time is reached. Once the auction has closed and a high bidder has been identified, the seller reserves the right to approve or reject the final offer.

Question 28

Shipping

Accepted Answer

Unless otherwise noted, most sellers do not ship, pack, or palletize. Before bidding, please contact the seller regarding shipping and removal.

Exporting

Export compliance is the responsibility of the buyer.

Transactions take place within a sovereign country. If the buyer wishes to export the assets they have purchased, they must comply with all export laws.

Customs is a government agency that is responsible for regulating shipments entering a country. All shipments being sent to and from a country must clear customs first. The buyer is responsible for paying any additional costs such as duties, taxes, and customs clearance fees.

International Buyers

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to bidding or buying.

Question 29

Sign In

Accepted Answer

How to sign in

1. From any page, click the Sign In (upper, right-hand corner)
2. Enter your username
3. Enter your password
NOTE: The password is case sensitive and will contain at least 8 letters and numbers, which will include at least one capital letter, one lower case letter, and one number
4. Click on the Sign In button

When logged in, only you will see your username in its entirety. Your full username is hidden from others.
Example: Username: smitty is displayed to others as: s****y

Trouble-shooting issues

Message received :

" You are already logged into one of the other Liquidity Marketplaces "

This means one of two things, your computer is viewing an older page (Cached page), that you are already logged into, or you came from another marketplace in which you were logged in

"The information you provided does not match"

The username, and or password is incorrect, or entered incorrectly. Remember, your password is case sensitive

Forgot Username / Password

Forgot Username

Click on Sign In
Click on Forgot Username
Enter your email address
Click on the send button
The system sent an email containing your username to the email address on file

Trouble-shooting issues

Message received :

"Your email address does not match information in our database, please try again or register as a new user"

Either you registered with a different email address, or you are not registered with us

Please try a different email address, or click on register

Forgot Password

Click on Sign In
Click on Forgot Password
Enter your e-mail address
Click on the send button
The system sent an email containing a password reset to the email address on file

Trouble-shooting issues

Message received :

"The information you have provided does not match and cannot be validated, please try again or register as a new user."

The username is incorrect, please try a different username, click on Forgot Username, or register

Question 30

VAT Refund request

Accepted Answer

To request a VAT refund, please see the instructions below.

TRANSACTION TYPE	INSTRUCTIONS
EU to EU	Please click here to complete our e-form
EU to NON-EU	Please click here to complete our e-form
NON-EU to NON-EU	Please click here to complete our e-form

Question 31

What is 3-D Secure (3DS)?

Accepted Answer

It’s an authentication protocol that adds a mandatory security layer to online credit and debit card transactions. It acts as a crucial fraud tool for e-commerce, ensuring that only the rightful cardholder can authorize a purchase, typically via a one-time password (OTP), PIN, or biometric check (e.g., Face ID/fingerprint).

Question 32

Zero-Rate - EMEA

Accepted Answer

UK: you are required to do the following if you are exporting the goods from the UK.
1. Complete the zero-rate form
2. Use an approved shipper from our list

Switzerland: no zero-rating prior to export of goods is possible; VAT will need to be paid as a deposit. You can apply for a VAT refund if you provide the required customs documents to prove the goods have left Switzerland. We will only accept custom documents to be considered for a VAT refund.

Intra EU transactions: zero-rating is permitted when the following conditions are met... See Note 1.
1. Have a valid VAT number in the EU
2. Complete the zero-rate form in full
3. Complete the written statement which pertains to the shipment of goods. This is included in the zero-rate form.
4. After the goods have been shipped from the country of purchase, you are required to provide two pieces of evidence to prove the goods have been shipped.
  1. Failure to provide the evidence of removal will result in, you being invoiced for the VAT of your purchases and/or you may be banned from making future purchases.

Note 1: We do not zero-rate for the following countries… You are required to pay a deposit of VAT and claim a VAT refund after goods have been shipped.

Spain
Switzerland

Note 2: We do not zero-rate or refund the VAT for the following countries… You are required to apply for your VAT refund directly from the tax office.

Czech Republic
Estonia
Greece
Hungary
Italy
Norway
Poland
Portugal
Romania
Slovakia

Intra EU and non-EU buyer: no zero-rating prior to export of goods is possible. In these cases, as well as where we do not zero rate intra-EU movements of goods, VAT will need to be paid as a deposit.

For VAT under £/€/$1,000 we will process the refund within 15 working days of receiving all the required documentation from you.

For VAT over £/€/$1,000 we will only refund to you your VAT once we have processed the VAT refund and had it repaid to us by the relevant VAT authority. The amount of time this refund will take is dependent upon the processes related to the rules and processes applicable to the country from which you are exporting equipment from.

To qualify for a VAT refund, you will need to do the following.

1. Export the goods from the EU
2. Provide customs documents proving the goods have left the EU within the required time limit (subject to any legally permissible exceptions).
3. If the goods moved from one EU country to another for export purposes, you would need to provide the CMR (transport document for movement of goods by road) for the movement.
4. One further piece of evidence to prove export of goods.

For exports form countries, stated in the table below, where we will not refund VAT, you should apply to the country from which you are exporting equipment for the refund of any VAT due to you. The export time limits and VAT refund request time limits shown against these countries are for your information only.

COUNTRY	ZERO RATE EU	ZERO RATE EX EU	VAT REFUND	EXPORT TIME LIMIT	VAT REFUND REQUEST TIME LIMIT
Austria	Yes	No	Yes	3 months	1 month
Belgium	Yes	No	Yes	3 months	1 month
Czech Republic	No	No	No	2 months	na
Denmark	Yes	No	Yes	3 months	1 month
Estonia	No	No	No	2 months	na
Finland	Yes	Yes	Yes	3 months	1 month
France	Yes	No	Yes	3 months	1 month
Germany	Yes	No	Yes	3 months	1 month
Greece	No	No	No	3 months	na
Hungary	No	No	No	3 months	na
Ireland	Yes	No	Yes	3 months	1 month
Italy	No	No	No	3 months	na
Netherlands	Yes	No	Yes	3 months	1 month
Poland	No	No	No	2 months	na
Portugal	No	No	No	2 months (The customs export declaration accepted by customs authorities must be obtained within 30 days of the invoice date)	na
Romania	No	No	No	3 months	na
Slovakia	No	No	No	3 months	na
Spain	No	No	Yes	1 month	1 month
Sweden	Yes	No	Yes	3 months	1 month
Switzerland	N/A	No	Yes	3 months	1 month
UK	N/A	Yes	Yes	3 months	3 months

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