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 good 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 you 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. They are based on the phone's condition, features, and market demand.
Are the prices for the phones negotiable?
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. In cases where there is a prepayment before the seller has shipped the device to the buyer we will change 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:
Are the phones listed refurbished or pre-owned?
The phones listed on our platform may be refurbished or pre-owned. Please review the product package carefully to understand the device condition. In case of any ambiguity, you may contact the seller.
What is the difference between refurbished and pre-owned?
Refurbished phones have been restored to their original condition, while pre-owned phones have been previously owned and may show signs of wear and tear.
Are refurbished phones reliable?
Refurbished phones can be just as reliable as new phones, as long as they have been properly restored. Refurbished phones are typically in better condition than pre-owned phones
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 know if a seller is reputable?
We endeavor to thoroughly vet each seller on our platform to make sure that they are a reputable business with a positive trading history. We also complete many background checks for each of the sellers. You can check their seller's feedback rating and comments from previous buyers to gauge their reputation. Additionally, we take several other measures to ensure that sellers are reputable, including verifying their identity, checking their past sales history, verifying their email and phone number, and we provide buyers with the ability to leave feedback and ratings for sellers. We do our best to verify the identity of all sellers on the site, but ultimately, it is up to the buyer to determine if they trust the seller. We recommend that you carefully read the seller's profile, including any reviews left by previous buyers. You may also communicate directly with the seller to ask any questions or request additional information.
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 be sure that the phone I'm buying is not stolen?
Our site requires all sellers to provide the phone's IMEI number, which we check against a national database of stolen phones before allowing the listing to be posted.
Is my payment information secure?
Yes, for payment processed through us, we use industry-standard encryption and secure payment processing to protect your payment information.
Can I trust that the devices being sold are not stolen?
We require sellers to provide the IMEI, ESN, or MEID number for each device they sell, which we then check against a database of reported lost or stolen devices. We also encourage buyers to check the status of the device with their carrier before making a purchase.
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:
What condition are the phones in?
The phones listed on our site can range from brand new to fairly-used.
How can I be sure that the phone I'm buying is in good condition?
Sellers are required to accurately describe the condition of their phones in the listing, and we offer a return policy for any phone that is not as described. Be sure to review this information carefully before making a purchase.
Can I see pictures of the phone before I buy it?
Yes, sellers are required to upload pictures of the phone in the listing.
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.
Do you guarantee the quality of the phones?
We generally do not guarantee the quality of the phones, but we offer a return policy for any phone that is not as described.
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.
How do I determine if the phone will work with my carrier?
The device's compatibility with your carrier will depend on the specific phone and carrier in question. You should check with your carrier to determine if the phone will work with their network. Some phones are unlocked and can be used with any carrier, while others are locked to a specific carrier. You should check the phone's description on the site to see if it is unlocked or locked.
How do I know if the phone I am purchasing is in good condition?
You should carefully review the listing description and photos provided by the seller. We also encourage you to ask any questions you may have before making a purchase.
How do I contact the seller with questions about the phone?
You can use our messaging system to communicate with the seller directly and ask any questions you have about the phone.
Are there any restrictions on the types of phones that can be sold on the platform?
No, we allow all types of phones to be sold on the platform, as long as they are legal and not stolen.
Can I return a phone if it does not meet my expectations?
Our return policy varies depending on the seller. You should review the seller's return policy before making a purchase.
What happens if the phone I receive is different from the one I ordered?
If you receive a phone that is different from the one you ordered, you should contact the seller to resolve the issue. You may also contact us to help you get in touch with the seller.
Can I use the phone in my country?
The compatibility of the phone with your country's network depends on the phone's make and model.
What is the battery life of the device?
The battery life of the device depends on the make and model of the phone. You should ask the seller for information about this before purchasing.
Are the devices unlocked?
Most of our devices are unlocked, but you should check the device description to confirm. Some devices are locked to specific carriers.
Are your devices water-resistant?
We cannot guarantee that our devices are water-resistant. We recommend that you take appropriate precautions to protect the device from water damage. On receipt of the device, you may check for water damage on the screen or other parts of the device.
Are the devices free from scratches or dents?
The devices may have some minor scratches or dents, but they are fully functional. We try to ensure the provision of detailed description and pictures of the device's condition to help you make an informed decision.
8. RETURN AND REFUNDS POLICY:
What is your return policy?
Our return policy allows for returns within 14 days of purchase for devices that are not as described. You can return the device within the above timeline for a full refund. However, the device must be in the same condition as when it was received.
Who pays for return shipping?
The buyer is responsible for return shipping costs.
Can I return a phone if I simply change my mind?
Our return policy only applies to phones that are not as described in the listing.
How do I initiate a return?
You can initiate a return by contacting the seller and providing the reason for the return.
How long does it take to process a return?
Processing times may vary depending on the seller.
How do I receive a refund?
Refunds are typically issued to the original payment method used for the purchase.
What is your exchange policy?
We don't have an exchange policy. However, you can return the device within 14 days and purchase a different device.
Do you provide a warranty with the device?
We generally do not provide a warranty. However, you have the option to purchase an extended warranty at the time of purchase. Please discuss this with the seller.
What does the extended warranty cover?
The extended warranty covers any defects or malfunctions that may arise with the device during the warranty period.
How do I claim warranty service?
Some sellers listed on the platform have a minimum warranty period covering the devices. This warranty period may range from a few months to a year. Kindly contact the seller of the device to initiate a warranty claim. The seller will provide instructions on how to return the device for repair or replacement.
Can I return a device if I changed my mind or don't like it?
Yes, you can return a device if you changed your mind or don't like it within 14 days of receiving it. However, the device must be in the same condition as when it was received.
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 listed on our website. If you need to follow up on an order, we recommend contacting the seller via e-mail using the information listed on our page. 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. We receive very few complaints because we thoroughly vet our buyers and sellers to ensure they provide the highest levels of service, but if you have any issues, we are ready to assist you resolve them.
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 sale, such as 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.
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