Safe Buying and Selling

Trust and Safety: Our Commitment to Secure Buying and Selling

family facetill shopping

Welcome to FaceTill, the new-generation marketplace!

We’re committed to providing a safe and secure environment for all our members, buyers, and sellers to connect, buy, and sell with confidence. We understand that trust is essential to any successful transaction, and that’s why we’ve put measures in place to help protect our users from fraud, scams, and other risks.

On this page, we’ve outlined some of the ways we’re working to create a safe and secure marketplace community.

We encourage all our members to familiarize themselves with our policies, guidelines, and tools, and to reach out to our support team if they have any questions or concerns.

Whether you’re a buyer or a seller, we’re dedicated to helping you have a positive and successful experience on FaceTill.

Thank you for choosing to buy and sell with us!

What is FaceTill Shield?

Every time you make a payment via FaceTill, it is protected by the FaceTill Shield. 

So if you’re looking for a worry-free shopping experience, look no further. With the FaceTill Shield, you can shop with complete peace of mind. It guarantees the safety of your payments, enables you to claim a refund and have the full support of our friendly and efficient customer support team.

How does it work? Simply put, your money won’t be released to the seller until you confirm that the item has arrived safely and meets the description. 

At FaceTill, we understand that sometimes things don’t go as planned. That’s why we’ve got you covered if your item doesn’t meet expectations. 

If you receive an item that’s significantly not as described, arrives damaged, or doesn’t arrive at all, simply hit the “Problem with the order” button within 2 days of being notified by FaceTill that the item should have been delivered. 

This ensures that we can help you resolve any concerns and protect your payment. However, if you’re completely satisfied with your purchase and simply hit the “Everything is OK” button or if you miss this deadline, your payment will be automatically released to the seller. 

As always, we’re here to support you every step of the way.

So go ahead and indulge in your favourite finds, without any unnecessary stress or hassle.

secure online buying on facetill

How do we protect our sellers?

At our online marketplace, the security and protection of our sellers is a top priority. We have implemented a range of measures to safeguard our sellers against fraudulent activities and ensure that you can conduct business with peace of mind. 

We are committed to creating a safe and trustworthy platform for our sellers by applying the following measures:

  • If you believe that you have been given an unjustified poor rating, rest assured that we will conduct an investigation.
  • Our sellers can rest assured that they will receive the exact amount paid by the buyer, as we prioritize transparency in all our transactions.
  • We utilize the secure Stripe system for payment transactions.
  • Your data is kept with the utmost security and confidentiality when stored with us.

Are there any dispute resolution processes?

If you encounter any issues with the product, don’t hesitate to get in touch with the seller for assistance.

If you haven’t received the product yet, it’s worth checking the tracking number to see where the package is currently located. Please keep in mind that sometimes delays can occur during shipping, so try to be patient.

However, if you suspect that the package is lost, please reach out to the seller. They will be able to contact the carrier and inquire about the package’s whereabouts. As the seller has signed a contract with the carrier, they are best equipped to help you.

In the unfortunate event that the package is indeed lost, the seller can initiate a refund for you. Please note that our terms and conditions outline that while we strive to offer helpful advice and support, we are simply a platform and not responsible for the actual shipping process.

Nevertheless, if you haven’t confirmed receipt of the package via the system, you can rest assured that you will receive a full refund.

What about buyer and seller ratings?

We highly recommend that sellers and buyers provide feedback by rating each other. This will not only assist one another in their respective roles but also contribute to making FaceTill a safer and more secure platform.

How we ensure that payments and transactions are secure?

As an online marketplace, our top priority is ensuring the security and safety of our customers’ payments. Therefore, Stripe has been selected as our chosen payment service provider.

Stripe is fully compliant with all relevant regulations, including Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements. This means that the platform uses advanced identity verification and fraud prevention measures to ensure that every transaction is legitimate and secure. With these compliance measures in place, customers can feel confident that their personal information and payment details are being protected.

In addition to its compliance measures, Stripe uses advanced security technologies to ensure that payments are processed securely. The platform uses 3D Secure technology to prevent unauthorized access to payment information and uses SSL encryption to protect against hacking and data breaches. This means that the customers’ payment information is kept safe.

facetill customer buying safely

Communication guidelines
How buyers and sellers should communicate with each other

At FaceTill, we believe that communication is key to all successful transactions. Whether you’re a buyer or a seller, a clear and respectful conversation can help build trust and ensure a smooth and positive experience.

To help facilitate effective communication, we’ve created some guidelines for buyers and sellers to follow. By following these guidelines, you can help ensure that your communication is professional, respectful, and focused on the transaction at hand.

  1. Use our platform: we encourage buyers and sellers to communicate through FaceTill’s messaging system. This provides a record of all communications and helps protect both parties in case of disputes.
  2. Be professional: buyers and sellers should communicate in a professional and respectful manner at all times. Please avoid using offensive language, making personal attacks, or engaging in any other behaviour that could be considered harassing or discriminatory.
  3. Be clear and concise: when communicating, be clear and concise in your messages. Avoid using jargon or technical language that the other party may not understand.
  4. Respond promptly: respond to messages from buyers or sellers promptly, even if it’s just to acknowledge receipt of the message. This helps build trust and keeps the transaction moving smoothly.
  5. Stay on topic: keep your communication focused on the transaction at hand. Avoid discussing personal or unrelated topics that could distract from the transaction.
  6. Report inappropriate behaviour: if a buyer or seller behaves inappropriately or violates FaceTill’s community guidelines, report their behaviour to your support team. Do not engage with them or respond in kind.

Reporting inappropriate behaviour or suspicious activity

At FaceTill, we take the safety and security of our users very seriously. We want to ensure that all buyers and sellers have a positive and respectful experience when using our platform.

If you encounter any inappropriate behaviour or suspicious activity on our marketplace, we encourage you to report it to us immediately. This includes, but is not limited to, the following types of behaviour:

  • Harassment, bullying, or discrimination based on race, gender, sexual orientation, religion, or any other characteristic.
  • Fraudulent or misleading activity, such as fake reviews, fraudulent listings, or scams.
  • Any activity that violates our community guidelines, terms of service, or applicable laws and regulations.

To report inappropriate behaviour or suspicious activity, please contact our support team by report@facetill.co.uk. Please provide as much detail as possible about the incident, including any messages, screenshots, or other evidence that you have.

We take all reports of inappropriate behaviour and suspicious activity seriously, and we will investigate each report thoroughly. If we find that a member has violated our community guidelines, we may take disciplinary action, up to and including suspension or termination of their account.

Thank you

Thank you for helping us maintain a safe and respectful community on FaceTill.

If you have any questions or concerns about reporting inappropriate behaviour or suspicious activity, please don’t hesitate to contact us.

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