Kannerplaz

FAQ‘s

Guidelines, Inquiries, and Assistance

Kannerplaz Community Guidelines

We are a community of like-minded individuals who care about each other, fostering respect and kindness. Here are our fundamental principles:

Be considerate, kind, and respectful. Treat others as you wish to be treated. It's not only good for interpersonal relations but also for your karma!
Ensure items are ready for dispatch. If your item is no longer available for any reason, please close the listing.
Acknowledge orders and dispatch promptly. Sellers are encouraged to accept orders as soon as possible, preferably within 24 hours of receiving the request. Once the sale is confirmed, promptly send your items. 48 hours is ideal, and 1 week is acceptable, unless there's an agreement with the buyer.
Clean your items thoroughly before dispatch. Feel free to be creative, from handwritten cards to pretty ribbons. Send your item as you would like to receive it – clean and securely wrapped. Cleaning is non-negotiable; no one desires to receive something dirty.
Keep proof of postage and hold onto it in case of transit issues.
Transactions should stay within Kannerplaz. Any attempts to conduct transactions off-site will result in temporary or permanent bans.
Regularly check messages to address buyer questions or concerns.

Happy buying and selling

How do I ascertain if the buyer has made payment?

Can I dispatch an item after accepting the order?

Do I need to wait for the money to reflect in my account before dispatching my item?

If you agree to a sale, the money leaves the buyer's account and goes to Stripe (our payment processing system). Stripe then links the buyer and seller accounts, forwarding the money to you. For the first transaction, this may take up to 10 working days. Subsequent transactions will be processed faster.

Once you've accepted a sale, go ahead and dispatch the item; there's no need to wait, as Stripe has already collected the payment.

The Sale Confirmation email you receive after accepting a sale serves as proof that the buyer has paid for your item.

I've expressed interest in buying something but haven't received a response. What should I do?

It's advisable to contact the seller through our chat system. Sellers may occasionally overlook requests, and emails might end up in their junk folder. If you're still interested, a friendly nudge can be effective.

Feel free to reach out to us if you can't contact the seller within 48 hours, and we'll try to connect with them. We'll respond to you within 48 hours.

If you no longer want the item, no action is required. Offers automatically expire after 10 days, and the buyer won't be able to accept it. No worries – an automatic refund will be issued.

What steps should I take if someone proposes a cash transaction off the platform?

We operate with a mission to redistribute items among homes and families, minimizing landfill waste. Our platform fees contribute to site maintenance and growth. If you find platform fees inconvenient, you can seek assistance at info@kannerplaz.lu

How to do the shipping?

Choose your preferred shipping option and set the price as you like. Options such as Mondial Relay, Post Luxembourg, and DPD are examples available to you. Be sure to check directly on the provider’s website for details on how shipping works and its costs.

Shipping fee for one item: The seller chooses and sets the shipping fee for each item. Buyers will see the available shipping options and their costs during checkout.

What are the costs associated with joining Kannerplaz? What commission is charged?

Membership, listing, and buyer fees are free.

We deduct a fee from the final sale price, reinvesting it into platform maintenance and growth:

8% + 0,85€ go to our platform for service maintenance, feature development, and to cover payment processing fees.

Thank you for contributing to our community of responsible parents. Stay tuned for exciting improvements!

Tips for taking quality photos (and boosting your product's sale)

Clear, bright, and simple photos enhance your items. Check our proven tips for great shots.

Need help? If you encounter challenges photographing a specific product or need guidance, reach out, and we'll assist you.

How to price your item

Balancing earning well and selling quickly is essential. Consider these tips for pricing your item attractively:

Check the current retail price online.
Evaluate your item's condition and showcase it in photos.
Research similar items in our club to determine a competitive price.
For a quick sale, lower the price and share your listing on social channels for exposure.

How do I contact the seller for pre-purchase inquiries?

Click "Contact Seller" at the bottom of the listing, leading to a secure messaging system. All conversations are stored in your inbox for further communication.

How can I communicate with my seller/buyer after the sale request?

Access your message threads in the Inbox.

How can I check for listings in my area?

Visit the Map to view all listings in your vicinity.

How do I search for specific items like buggies, carriers, or cots?

Utilize the search bar with various terms, or explore our Categories (left on desktop, top on mobile). For example, Stroller / Buggies or Move / Carriers.

Why is my item not selling?

Ensure your photos are clear, well-lit, and focused. Price competitively, offer postage, and follow our tips for good photos and pricing.

If issues persist, contact us with your listing details, and we'll assist you.

Where is my payment?

We use Stripe for secure transactions, and payments usually reach you within 10 working days. First-time payouts may take longer due to bank processes.

How do I leave a review?

Review emails are sent to both buyers and sellers 10 days after accepting the sale. Reviews can be submitted within 10 days of receiving the email.

"My item sold elsewhere. How do I close a listing?"

Go to Your Listings, find the listing, click on the three dots in the top right corner, and close the listing.

"I want something for free but can't collect."

Inquire if the seller accepts courier collection. Parcel Force is recommended for courier quotes.

Can I return my purchase if dissatisfied?

Contact the seller beforehand to discuss return options. Sellers determine return conditions (postage, refunds, etc.).

I haven't received an item. What should I do?

Contact the seller through our chat system. Reach out to us if you can't contact the seller, and we'll assist within 48 hours.

I received an item not matching the description. What should I do?

Contact the seller via your Inbox to resolve the issue. If needed, we can assist within 48 hours.

What defines an item as not as described?

An item is not as described if materially different from the listing. Examples include receiving a different item, incorrect condition, missing parts, defects, counterfeits, or damage during postage.

Is the messaging system private?

Yes, messages are private between members. Kannerplaz can access messages if necessary.

Why do I need to add bank details for item collection?

Cash in hand on collection is not supported for security reasons. Transactions through our platform enhance safety and efficiency.

Your banking details are secure with Stripe, a reputable online payment system.

Is Kannerplaz responsible for platform transactions?

No, Kannerplaz is a peer-to-peer marketplace connecting buyers and sellers. Both parties are responsible for items sold. We assist in connecting, supporting, and resolving issues but are not accountable for transactions.

How can I edit a listing?

Edit your listings by clicking on your profile picture, selecting Your Listings, and clicking Edit Listing on desktop. On mobile, click the menu, go to Your Listings, and edit the listing.

Why should I upload a profile picture and write a bio?

When choosing between similar listings, sellers with complete profiles often instill more confidence. A profile picture and bio help build trust.

How to avoid scammers?

If you receive messages urging off-site communication or payments, report them. Conduct all transactions through our platform to stay secure.

If in doubt or for any unaddressed queries, please contact us:

info@kannerplaz.lu