FREQUENTLY ASKED QUESTIONS

1. GENERAL QUESTIONS:

What is the name of the company?

The Company’s name is Sellpay Limited.

What do we do?

We provide a platform where sellers can post their used mobile devices, including phones, ipads, tablets, consoles, etc. and buyers can purchase any of the devices listed on the platform.

Are we a registered business?

Yes, we are a duly registered business under the laws of the state of Israel.

How do you operate?

We provide a platform for users to trade-in their used phones. Users upload details about their used goods on our platform for buyers to send their offers, pending verification of goods condition. 

How can I contact you?

You can contact us through our contact us page below.

How do I Trade-in a phone on this site?

To trade-in a phone, you need to choose your device from our catalog and provide all the necessary details. Once we receive your trade-in details, interested buyers will send their offers to our system and our platform will match the best buyer and notify you.

I Can’t Find my Device. What should I do?

All major device brands and models are available on the site. However, we cannot guarantee that every device will be listed. We may, however, be able to provide you with the option to sell your device. Simply contact us with information about your device, and we'll look into it.

Can I list bulk phones for sale?

Yes, you can list as many phones for sale as you like. Just contact us and we can arrange a bulk sale for you hassle free and without the worry!

Can I forgo the trade-in after I sent my trade-in details and delete them after they have been sent?

Yes, you can change or delete your trade-in details at any time by emailing us, or you can simply not send in your device using the prepaid shipping barcode. .

2. TECHNICAL QUESTIONS:

What operating systems do the phones run on?

The phones listed on our platform may run on Android or IOS operating systems.

What is the condition of the battery?

The battery condition of each phone is listed on the product page.

Can I unlock the phone?

The ability to unlock a phone depends on the carrier and phone model. Contact us for more information.

Can I root or jailbreak the phone?

We do not recommend rooting or jailbreaking the phone, as it may void the warranty and potentially damage the phone.

What is an IMEI number?

An IMEI number is a unique identifier assigned to each mobile device. It can be used to block a device from being used on certain networks or to track a lost or stolen phone.

What is an ESN number?

An ESN number is a unique identifier assigned to each CDMA mobile device. It is similar to an IMEI number but used on CDMA networks.

What is a MEID number?

A MEID number is a unique identifier assigned to each CDMA mobile device. It is similar to an ESN number but longer and more secure.

What is iCloud?

iCloud is a cloud-based storage and synchronization service provided by Apple. It can be used to back up and sync data across Apple devices.

How do I find the IMEI/ESN/MEID number on my phone?

The location of the IMEI/ESN/MEID number can vary depending on the phone model. Check the phone's settings or consult the phone's documentation to find the number.

How do I erase my personal data from a device before selling it?

We recommend that you factory reset the device and remove any personal information or accounts before selling it. You can find instructions on how to do this in the device's settings or online.

Will the site erase my personal data from the device when I sell it?

No, it is your responsibility to erase your personal data from the device before selling it. We recommend that you do so to protect your privacy and prevent identity theft.

What happens if the buyer receives a device with personal data on it?

We take this issue seriously and encourage buyers to contact the seller to resolve the issue. If the seller is unresponsive or uncooperative, we can assist with mediation.

3. PRICING:

How are the prices for the phones determined?

The prices for the phones are determined by the buyers minus our fee. They are based on the phone's condition, features, and market demand.

Are the prices for the phones negotiable?

No. A seller may decide not to accept the buyers offer.

Are there any fees associated with using the site?

Yes, there is a transaction fee that is charged to the seller when a phone is sold. This fee is based on the final sale price of the phone and is deducted from the seller's earnings. The price quotes sellers see on our site and app are already net of these fees. In cases where there is a prepayment before the seller has shipped the device to the buyer we will charge an additional prepayment fee.

4. SHIPPING:

Who pays for shipping the device?

The buyer will send you via our platform a prepaid shipping barcode that you can print and attach to any box to ship to the buyer.

How long does shipping take?

Shipping times vary depending on the shipping method, the seller and the buyer's location.

How much does shipping cost?

The shipping cost depends on the parties’ agreement, and the shipping method chosen.

Do I need to send anything else with the device when shipping?

In most cases, you will only be required to send the device itself. However, there are times when the buyer will request other accessories such as chargers or ear pieces subject to additional fees. Please review the available options before agreeing on a price and sending your device.

Can I track my shipment?

The party handling shipping will provide a tracking number, and you can track your shipment through the shipping carrier's website.

What happens if the phone gets lost during shipping?

Subject to the terms of purchase, it is usually the responsibility of the seller to ensure that the phone is delivered to the buyer. If the phone is lost during shipping, the seller may be responsible for providing a replacement or issuing a refund. If the buyer arranged for shipping, then the buyer may be required to contact the shipping company to file a claim.

5. REFURBISHED/PRE-OWNED MEANING:

What does pre-owned mean?

Pre-owned phones are phones that have been previously used but have not been restored to a like-new condition.

What does "used" mean?

"Used" means the phone has been previously owned and has signs of wear and tear.

What does "like new" mean?

"Like new" means the phone looks and works as if it's brand new.

What does "refurbished" mean?

"Refurbished" means the phone has been restored to its original condition, and any defects have been repaired.

What does "open box" mean?

"Open box" means the phone was previously purchased and then returned in its original packaging.

6. SECURITY

What measures do you take to ensure the security of my personal information?

We use industry-standard security measures to protect your personal information, including encryption and secure data storage. We take the security of your personal information seriously and use encryption to protect it from unauthorized access

How do I clear the data on my phone before selling it?

To clear the data on your phone before selling it, go to the settings app and select "System" > "Reset options" > "Erase all data (factory reset)." This will erase all the data on your phone, including your personal information, contacts, messages, and media.

What happens if I forget to clear the data on my phone before selling it?

If you forget to clear the data on your phone before selling it, the buyer may be able to access your personal information, contacts, messages, and media. This could result in identity theft, fraud, or other security risks.

Is it possible to recover data from a phone that has been factory reset?

In most cases, it is not possible to recover data from a phone that has been factory reset. However, there are some advanced data recovery tools that may be able to retrieve some or all of the data.

How do I reset the iCloud account on my phone before selling it?

To reset the iCloud account on your phone before selling it, go to the settings app and select "iCloud" > "Sign Out." This will remove your iCloud account from the phone and ensure that the new owner can sign in with their own account.

How can I protect my personal information when selling my device?

We recommend that you remove all personal information from the device before selling it. This includes deleting any stored contacts, messages, photos, and other data. You should also perform a factory reset to ensure that all data is erased.

What happens to my personal information if I forget to clear it from my device before selling it?

We encourage sellers to take all necessary precautions to protect their personal information, including clearing all data from the device before selling it. However, if personal information is left on the device, we are not responsible for any misuse of that information.

7. DEVICE CONDITION:

Can I sell my financed, password/iCloud locked and blacklisted phones?

It is generally not recommended to sell a financed, password/iCloud locked, or blacklisted phone. If the phone is still under a financing agreement, you technically do not own the phone until the financing agreement is fully paid off. Selling a phone that is still being financed could lead to legal issues, as the phone still belongs to the financing company. If the phone is password or iCloud locked, the buyer may not be able to access the phone or use it, which may result in disputes and returns. A blacklisted phone has been reported as lost or stolen, and it is illegal to sell such a phone. Attempting to sell a blacklisted phone could result in legal consequences. Therefore, it is best to resolve any issues with the phone before attempting to sell it. Please contact us directly if you want to proceed with selling under any of these conditions.

What is the condition of the used devices being sold on the platform?

The condition of the devices varies depending on the seller. Each seller is required to provide a detailed description of the phone's condition in their listing. Some of the devices are pre-owned, but they are in excellent working condition. They have undergone a thorough inspection process to ensure that they are fully functional.

Are there any restrictions on the types of phones that can be sold on the platform?

Currently we only enable the sale of devices which appear in our directory as long as they are legal and not stolen.

8. RETURN AND REFUNDS POLICY:

What is your return policy?

To cancel simply don't ship. Once you ship and the buyer confirms your device is in the condition you stated the sales are final. You can contact us. 

Who pays for return shipping?

If the condition of your device is not as stated you will have to pay for its return.

How long does it take to process a return?

It takes an average of 5-7 business days to process a return once we receive the device.

What if there is a dispute over the device?

We will endeavor to assist you with any issue you are having with a seller or buyer we introduce. If you do not receive a timely response or are dissatisfied with the response, we will assist you in pursuing the seller or buyer and successfully resolving any issues. 

9. WHAT IF I CHANGE MY MIND ABOUT SELLING

Can I cancel my listing if I change my mind about selling my phone?

Yes, you can cancel your listing at any time before the device is sold.

Will I be charged for cancelling my listing?

No, you will not be charged for cancelling your listing.

Can I relist my phone if it does not sell and are there charges?

Yes, you can relist your phone at any time. Additional charges may apply depending on the platform's fee policy.

10.PAYMENT

How will I receive payment for my device?

You will receive payment via the method you chose at the time of trade-in, such as Gift card credits, PayPal or bank transfer. Payment methods may vary depending on the platform and the agreement between the parties.

What should I do if I haven't received payment after the expected time?

Please contact our customer support team, and we will investigate the issue and provide an update.

How long does it take to receive payment?

Payment processing times may vary depending on the payment method used and the buyer involved but generally should take up to 48 hours after the buyer receives your device.

I haven’t been paid yet even though I sent the device.

Once the buyer receives your device, they will inspect it and thereafter send you an email to confirm the payment. Payment may take several days to arrive depending on the channel chosen by the buyer. Payment through PayPal is sent on the same day. If you believe that the buyer has received the device but hasn’t contacted you with payment details, please feel free to contact them to provide an update.

11.DEVICE ACCESSORIES:

What accessories come with the phone?

The accessories that come with the phone vary by seller and are usually stated in the product description.

What if the phone is missing an accessory?

If the phone is missing an accessory that was included in the product description, contact the seller to request the missing accessory or a partial refund.

Can I use accessories from a different brand or model with the phone?

In some cases, accessories from a different brand or model may work with the phone, but it is not guaranteed. Check with the manufacturer or seller for compatibility information.

Can I request additional accessories from the seller?

You can contact the seller to ask if they have additional accessories available for purchase. Please note that additional accessories may not be included in the original sale.

Additional Information

For any other requests not covered by the foregoing, please feel free to contact us via our contact us page below.