Help & FAQ

Yes. Your cart can hold items from any number of sellers, and you check out once. Behind the scenes we split the order into one part per seller so each seller can price shipping, fulfill, and handle returns for their own items.

Because each seller is the merchant of record for their own items, we place a separate charge for each seller in your order. If your cart has items from three sellers, you'll see three charges — each for that seller's items plus their shipping and tax. Each charge carries that seller's own statement descriptor, so the name next to the charge on your card or bank statement is the seller's, not always "Klatchit." The total across all the charges equals the order total you approved at checkout.

It means the seller — not Klatchit — is the business you're buying from for their items. The seller sets their prices, shipping, handling time, return policy, and tax, and they're responsible for fulfilling your order and resolving any issues with it. Klatchit runs the marketplace, payments, and buyer tools that connect you.

When checkout succeeds, every part of your order is confirmed together — we authorize all the sellers' charges first and only then capture payment. If any one charge can't be authorized, we void the rest so you're never left half-charged, and nothing is captured. You'll get an order confirmation and can see every item under Account → Orders.

We authorize your card at checkout and capture the payment once the order is confirmed. If a seller's charge needs extra verification from your bank (for example, 3-D Secure), we'll email you a secure link to confirm it so the order can complete.

No. Payments run through Stripe, our PCI-compliant payment processor. We never see or store your full card number. When you save a card, we keep only the card brand, last four digits, and expiry so you can recognize it — the sensitive details live in Stripe's vault.

One saved card can pay every seller in your order. We set the card up once through Stripe, then use it to place each seller's separate charge. You don't need a different card per seller.

No. Saving a card is opt-in — it just makes future checkouts faster. If you check out as a guest or choose not to save, the card is used for that order and then detached.

Yes. Card data is collected directly by Stripe's hosted payment fields, encrypted in transit, and we support bank verification steps like 3-D Secure when your bank requests them. Klatchit's servers never handle your raw card number.

Each seller sets their own shipping. Most rates are a charge for the first item plus a smaller charge for each additional item from that seller, based on where the order ships. Because sellers ship independently, you may pay shipping to more than one seller in a multi-seller order.

Sometimes. A seller can set a free-shipping threshold — spend above that amount with them and their shipping is free for that order. The threshold is per seller and is shown at checkout, so reaching free shipping with one seller doesn't change another seller's shipping.

Each seller defines the regions they ship to. If a seller doesn't serve your address, their items can't be added to that order — you'll see this before you pay. We check serviceability at checkout so you're never charged for a destination a seller can't reach.

Once a seller ships, the carrier and tracking number appear on your order. Go to Account → Orders to see each item's status — confirmed, shipped, and delivered — with tracking for the parts that have shipped. Sellers in the same order may ship at different times.

When a seller offers local pickup, you can choose to collect eligible items in person instead of having them shipped — usually with no shipping charge. You pay at checkout as normal; when the order is ready, you get a pickup code to present at the seller's location.

When your order is ready for pickup we issue a one-time 6-digit code and a QR version of it. Show either at handoff to prove you're the right person collecting the order. For security we store only a hashed form of the code — not even the seller can read it back — and repeated wrong entries at the counter lock out temporarily.

The seller verifies your code or QR, confirms your name, and captures your signature to record the handoff. For higher-value pickups an extra identity check may be required. This all creates a clear record that you received the order.

Pickup orders that go uncollected are automatically cancelled after 7 days and refunded, so you're not left paying for something you never received. If you need more time, message the seller before the window closes.

Go to Account → Orders, open the delivered item, and request a return. The seller reviews the request and authorizes it, then you ship the item back (or drop it off in person if they offer reverse pickup). Once the seller receives it, they issue your refund.

Return windows are set by each seller. The typical policy is returns accepted within 30 days of delivery, but the exact window, restocking fee, and who pays return shipping are shown on the listing and your order. Always check that seller's return policy before buying.

Only if the seller's policy includes one. Many sellers charge none. When a restocking fee applies, it's a percentage netted from your refund when the seller receives the return, and the amount is disclosed in the seller's return policy.

The seller issues your refund after they receive and process the return, back to your original payment method through Stripe. A full refund returns the item price (minus any disclosed restocking fee) and, where applicable, shipping. Bank posting times vary but refunds are typically visible within a few business days.

First, message the seller — most issues are resolved fastest directly with them. If that doesn't work, you can open a claim on the order. There are two types: Item Not Received (INR), for orders that never arrived, and Significantly Not As Described (SNAD), for items that are damaged, wrong, missing parts, defective, counterfeit, or otherwise not what was described.

A claim is your formal record of a problem, and you work it out with the seller — because the seller is the merchant of record, they resolve it directly, for example by refunding you through their own Stripe account or sending a replacement. Klatchit does not fund buyer-protection claims. What Klatchit does is provide the claims process, keep the record, hold sellers accountable (unresolved and adverse claims count against a seller's performance), and step in to review a claim if you and the seller can't reach a resolution.

Open a claim from the order after you've tried to contact the seller and within the claim's eligibility window. A Significantly Not As Described claim requires the item to have been delivered first, since it's about the item's condition. Pick the reason that fits and add details — the seller is notified and can respond or resolve.

Everything is under Account → Orders: each item shows its current status, tracking once shipped, delivery confirmation, and refund progress if a return is underway. Items from different sellers in the same order update independently.

Once payment is captured you can't self-cancel an order, because it's already with the seller. If it hasn't shipped yet, message the seller and ask them to cancel it — cancelling before shipment is a seller-side action. If it has shipped, use a return instead.

Reviews are verified-purchase only. You can review a product once it's been delivered to you (a delivered shipment or a completed local pickup both count), and each review is marked as a verified purchase. You get one review per product you've bought, and you can edit it for up to 30 days.

Message a seller from a product page or from your order to ask about an item, shipping, or a problem. Your conversation stays with your order or listing for easy reference. For help with the marketplace itself, contact Klatchit Support.

Yes. Klatchit supports app-based two-factor authentication (TOTP) using any authenticator app. Set it up in your account security settings; we also give you one-time backup codes to store safely in case you lose your device.

Manage your saved shipping addresses in your account, and choose which emails you receive under notification preferences. Most notifications are on by default. Note that critical account and account-security messages are always sent.

Yes. From Account → Privacy you can request a copy of your data (a data-access export) or ask us to delete your account (erasure), in line with GDPR and CCPA. Exports are assembled for you and deliberately exclude sensitive internals like card numbers and security secrets.

Enter a code at checkout. Most codes are set by an individual seller and apply to that seller's items — as a fixed amount or a percentage off, sometimes with a minimum spend or a usage limit. Klatchit also occasionally runs sitewide codes. Automatic promotions (like a percent-off or free-shipping sale) apply on their own without a code.

Deals are time-boxed offers with limited quantities, gathered on the /deals page. A deal price is only active during its window and while quantities last, so it's worth acting while it's live.

Yes. Add a product to your watchlist (the heart on a product) and we'll alert you when the price drops or when a sold-out item comes back in stock. You'll always get an in-app notification, and email alerts follow your notification preferences. See everything you're watching under Account → Watchlist.

Create a store, then connect your payouts through Stripe. Klatchit uses Stripe Connect (Standard), so you onboard through Stripe's hosted flow, which handles the identity and business verification (KYC). Once Stripe confirms you, your listings become purchasable.

Your listings stay unpurchasable until Stripe has enabled charges on your connected account. That's the "charges enabled" gate — it means Stripe has verified enough about your business to safely take payments and pay you out. Finish the Stripe onboarding steps and your listings go live automatically.

Stripe does. Verification, the documents you submit, and the decision all happen inside Stripe's onboarding — Klatchit never stores your bank details, government ID, or tax numbers. We only track whether Stripe has enabled charges and payouts for you.

The baseline commission is 10% of the sale. Klatchit can set different rates for specific categories or price bands, and the most specific matching rule applies to each item. Your applicable rate is used automatically at checkout.

After. Commission is calculated on the post-discount amount — the item price minus any promotion and coupon that applied. You're never charged commission on money you discounted away.

Commission accrues on each sale as you sell. Once a week, Klatchit bills the total to the card or bank account (ACH) you keep on file, as a single invoice — so your Stripe payouts arrive in full and commission is collected separately. Refunds credit the commission back, netted against the same week; a small balance below the weekly minimum simply rolls into the next invoice. If a weekly charge fails, we retry automatically over a few days, and an unresolved balance can lead to your store being restricted.

Stripe owns your balance and pays you out to your bank on Stripe's payout schedule. Because sale funds land in your own connected Stripe account, Klatchit never holds your money. Your payouts are your full sale proceeds — platform commission is billed separately as a weekly invoice to your billing method on file, not deducted from each payout.

Your seller reports include a disbursement statement: gross charges, commission (shown as withheld from payouts or billed weekly), refunds and fee refunds, disputes and reversals, and any adjustments, netting to your payout — with a per-order breakdown. Commission billed weekly is listed separately and isn't deducted from your Stripe payouts. Payout timing and bank transfers themselves are managed by Stripe.

You are the merchant of record for your sales: you set prices, shipping, tax, and policies, you fulfill orders, and you handle returns and buyer claims directly. It also means you carry the liability — chargebacks and disputes are yours.

You do. When a buyer disputes a charge, it's raised against your Stripe account and the funds and any dispute fees come from your balance. Klatchit records the dispute, alerts you, and reflects it in your statement, but does not cover it. Frequent chargebacks also affect your account health.

Refunds, chargebacks, and fees can push your Stripe balance negative — for example if you refund after funds have already been paid out. That balance is yours to bring back to positive; Stripe recovers it from future sales or your linked bank account per their terms. Separately, platform commission is billed weekly to your billing method: if a commission invoice can't be collected, we retry over several days, and an unpaid commission balance can lead to your store being restricted until it's resolved.

A product is the catalog entry (the shared item everyone can sell); a listing is your offer on that product — your price, stock, condition, and shipping. Many sellers can list against the same catalog product, and buyers choose among the offers. The catalog is shared and admin-governed, so you list against it rather than creating your own duplicate product.

Match first: search the catalog or enter the product's identifier (like a UPC, EAN, or ISBN) so your listing attaches to the right shared product. Then set your price, stock, condition, shipping template, and handling time. Matching keeps all offers for an item together on one product page.

If your valid product identifier matches nothing in the catalog, you can submit it for catalog review instead of forking the catalog. Klatchit's team reviews the proposed product and, once approved, it's added so you (and others) can list against it. You'll be told when a match is required rather than the listing silently failing.

Yes. Products support variations (for example different sizes or colors) grouped under a parent product, so buyers can pick the right variant on one page while you manage stock per variation.

Yes. Go to Selling → Import products and upload your export file from any of those marketplaces — we auto-detect the format and show a preview before anything is imported. Products that match the shared Klatchit catalog by barcode attach to it instantly; anything new is reviewed by Klatchit before it goes live. Images come along where the marketplace includes them in the export (for example Etsy and Shopify); for sources that don't (like Amazon), the products import without photos and you add them after import from each product's image manager.

When several sellers offer the same product, the product page highlights one featured offer — the buy box — based on price and seller performance among purchasable offers. Competitive pricing and strong account health help you win it. Restricted or out-of-stock offers are demoted or excluded.

Yes. Set a sale price with a start and end time and it applies automatically only inside that window — no manual toggling. Outside the window your regular price shows.

Yes, an optional repricer can compete for the buy box for you — either matching or undercutting the competing offer — always clamped to the minimum and maximum price you set. It skips listings that are on sale or whose store is health-restricted, so it never prices outside your guardrails.

Create shipping templates with a first-item and per-additional-item rate, optionally an order-subtotal threshold above which shipping is free, and the destinations you serve. Assign a template to each listing. The most specific matching destination rate is used at checkout.

Handling time (in days, default 1) is how long you take to ship after an order is placed. It sets the buyer's expectation and it's the clock behind your Late Shipment Rate — ship within your handling time to keep that metric healthy.

Work your order queue in the seller dashboard: open an order to see items, the buyer's ship-to, and the event trail, then mark it shipped with the carrier and tracking number. A bulk-ship action helps with volume. Adding valid tracking also protects your Valid Tracking Rate.

Add one or more pickup locations to your store; we geocode each address so nearby buyers can find it (pickup uses a distance radius you configure). Buyers can then choose pickup on eligible orders instead of shipping.

When the buyer arrives, enter their 6-digit code or scan their QR to verify them, confirm their name, and collect their signature. If required by settings, you may also need to capture a handoff photo. Every step is recorded on the order as an evidence trail, which protects you if the order is ever disputed.

Uncollected pickup orders auto-cancel after 7 days and the buyer is refunded. Nothing extra is required from you at that point — but a quick message to the buyer while the window is open often gets them to come in.

Set your policy in your store settings: whether you accept returns, the return window (30 days by default), whether to auto-authorize, any restocking fee, and who pays return shipping. Your policy is shown to buyers on your listings and orders.

Return requests come into your queue. Authorize or decline the request; once authorized the buyer ships the item back (or drops it off via reverse pickup). When you receive it, mark it received and the refund is issued — with any restocking fee from your policy netted from the buyer's refund automatically.

Because you're the merchant of record, you resolve claims directly. There are two kinds: Item Not Received (INR) and Significantly Not As Described (SNAD). When a buyer opens one, respond promptly and resolve it — for example by refunding through your own Stripe or sending a replacement. Klatchit does not fund claims. Unresolved and adverse claims count against your Order Defect Rate, so fast, fair resolution protects both the buyer and your account health. Klatchit may review a claim if you and the buyer can't agree.

Four metrics drive your account health: - Order Defect Rate (ODR): defects — negative feedback, chargebacks, and adverse claims — per order, over the last 60 days. Target: at or below 1%. - Late Shipment Rate (LSR): orders shipped after your handling time, last 30 days. Target: at or below 4%. - Cancellation Rate (CR): orders you cancelled before shipping, last 30 days. Target: at or below 2.5%. - Valid Tracking Rate (VTR): shipped orders that carried tracking, last 30 days. Target: at or above 95%. These are Klatchit's current targets and can be adjusted over time.

Stores move through tiers based on their metrics: healthy, at risk, warned, restricted, and suspended. New or very low-volume stores are protected — metrics only start counting against you once you're above a minimum order volume (currently 10 orders), and there's a grace window for new sellers.

If you slip below target, you're warned first with time to recover. A restricted store is demoted in the buy box and search and can't run ads; a suspended store's offers are removed from sale. Serious cases (for example a very high defect or chargeback rate) can be suspended faster. No matter the tier, Klatchit never seizes your funds.

Yes. A restricted or suspended store can submit a plan of action explaining what happened and how you'll fix it. If it's approved, you're reinstated to an observation (warned) tier while you demonstrate the improvement. You can have one open appeal at a time.

Yes. Create coupon codes for your store (fixed or percentage off, with optional minimum spend, date windows, and usage caps), and set up code-free automatic promotions like percent-off, free shipping, or buy-X-get-Y across your products or categories. Only your best-matching promotion applies per item, and a coupon can stack on top of it.

Sponsored placements put your offers in a dedicated ad slot above organic results. The default model is cost-per-click: showing an ad is free, and you're billed only when a shopper clicks, ranked by your bid and a quality score. Keyword bidding and second-price clearing (you never pay more than your bid, and often less) are available, as is CPM (cost per thousand impressions) for display placements.

You set a daily budget and campaigns stop serving once it's reached. New campaigns are reviewed before they run. Ad spend accrues and is settled periodically against your connected Stripe account. Restricted stores can't advertise until their account health recovers.

Yes. Invite people to your store with one of four roles — owner, manager, support, or viewer — which map to a set of fine-grained permissions (for example, reading messages versus sending them, or managing payments and members). Sensitive actions like managing members, payments, ownership, and API keys are owner-only, and a store can never be left without an active owner.

Yes. You can create API keys to manage listings, orders, and more programmatically. A key is a store-level credential with its own scopes, so it isn't tied to one member's login. Keys are shown once at creation, minting them is owner-only, and mutating requests support idempotency keys for safe retries. An OpenAPI specification documents the endpoints.

As the merchant of record, you're responsible for the tax on your sales — Klatchit does not remit tax for you. By default you configure your own per-destination tax rates, which are applied to the post-discount total at checkout. If you prefer, you can opt in to Stripe Tax to have it calculated on your connected account.

Yes. Certain categories require approval before you can list in them — you'll need an active grant for that category (a grant on a parent category covers its subcategories). Listings are also screened for prohibited terms; a flagged listing may still publish but is sent to moderation for review.

Buyers reach you through your store inbox — any team member with message access can see and reply, and messages stay attached to the relevant order or listing. For help with the marketplace, your account health, or payouts, contact Klatchit Support from the seller dashboard.