Order Payment Release Policy
During the period of martial law, the following payment release rules apply:
For payments received through the system, 20% of the transaction amount becomes available for withdrawal immediately. The remaining 80% is held until the order receives a “Delivered” status. If the shipment is sent using our delivery service, the funds become available for withdrawal immediately after the parcel has been processed at our Kyiv facility.
All incoming transactions exceeding $500 are fully released only after delivery confirmation is received, regardless of the seller’s status. For shipments sent through Seller Online, funds are released after the parcel has been processed in Kyiv.
Any transaction, regardless of the sales platform, is released in full when our shipping service is used.
For countries where delivery confirmation is not provided for small packets shipped via Ukrposhta, funds are released automatically 62 days after the tracking number has been entered into the system. Currently, these countries include:
- Australia
- Canada
- United Kingdom
If tracking numbers are not provided, Seller Online reserves the right to restrict withdrawals from your account.
You may enter shipment tracking numbers manually or set up an integration so that tracking numbers are automatically imported into your Seller Online account.
If the recipient country’s postal service website shows that the package has been delivered, or if you have confirmation from the customer (for example, a review or message), please open the order details and notify our support team. To do this, open the order and click the “Report Delivery” button. If necessary, our operator may request additional information, such as a screenshot or a link.
Our support team will verify the information provided within 4 business hours during working hours. If the delivery is confirmed, the order will receive the status “Released,” and the funds will become available for withdrawal.
Orders shipped to addresses in the United States that have delivery confirmation on the USPS website are released automatically within 24 hours after the shipment status is updated.
Our system does not support personal delivery, hand-to-hand transfers, courier delivery outside the tracking system, transportation by acquaintances, or similar methods. Order release is possible only when a tracking number has been entered into our system and confirms delivery to the address specified in the order.
Digital Products
The following release rules apply to digital products:
- Transactions up to $100 are released automatically within 6 hours.
- Transactions up to $150 are released upon receipt of customer feedback or a customer message.
- Transactions exceeding $150 are released after 3 days, provided there is confirmation that the product has been downloaded.