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You can find all sales in your account under " Sales ." The payout status is also displayed there. Click "Show more" for more information about a specific sale. You can also download the sales invoice from this page. Below is an overview of the payout definitions:

*Did you sell multiple items during the same period? Stripe will consolidate the payouts into a single transfer.

What is Stripe?

At Whoppah, we use the reliable payment service Stripe. Stripe has a standard processing time of four business days for payouts. This period begins once the buyer confirms receipt of the product. In other words, the payout is released after the buyer receives the item and completes the order in the Whoppah Chat.

If the buyer does not report, the amount will be released automatically, the duration varies depending on the situation:

Payment when using parcel post

Payment begins once the buyer has received the item in good condition. We automatically request this via WhatsApp, email, and chat when the package is delivered. If the buyer doesn't respond, we automatically pay out after three days.
You will then receive the amount in your account within 4 working days.

Payout when using the experienced courier partner

The Whoppah payout process begins once the courier has delivered the item to the buyer. This may differ from the seller's pickup date. After receipt, the buyer has two business days to confirm that the item has arrived in good condition. If the buyer does not respond within this period, the receipt is automatically considered approved. After explicit or automatic approval, the payout process begins. Within four business days of the start of this process, the amount will appear in the seller's account, recognizable under the name "Stripe." It's important to note that the total processing time may vary depending on the delivery date and the buyer's response.

Payout with offering custom delivery

Did you ship the item using your own transport solution? In this case the order will not automatically update when the item has been delivered. Please reach out customer support to change the order status to delivered. The buyer will then receive a notification to confirm receiving the item in good condition. The payout will be transferred after confirmation from the buyer.

What happens if the buyer picks up the item themselves?

The buyer should confirm receipt of the item during the pick up to release the payout. Try to arrange the pick up within 10 days after the purchase. 

If you see that the item has been delivered and the buyer hasn't confirmed the delivery yet, feel free to ask the buyer to confirm the delivery via the Whoppah Chat.

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 What should I do if I did not received the payment after 4 business days?

To check and resolve the issue, follow these steps: Check your details: Go to 'My Account' > 'Payment Settings' and check that your first name, last name, date of birth and account number are entered correctly.

1. Check for additional requests: Under 'My Account' > 'Payment Settings', check if Stripe has requested any additional information.
2. Waiting for processing: If all information is correct and there are no further requests, the payment will normally be processed.

What do we need to set up your Stripe profile?

Selling something on Whoppah for the first time? We need a few details from you to set up a Stripe profile on your behalf. This is necessary because all payouts go through Stripe.

We ask you to provide the following details:

• Full name, as it appears in your passport (this information is not shared with customers)
• Date of birth
• Address, including postal code
• Phone number

We then forward these details to Stripe. If everything is correct, a Stripe Connect account is automatically created for you, allowing you to receive payouts once you sell an item.

What is Stripe?

Stripe is the payment platform Whoppah works with to process your payouts. When you sell an item on Whoppah, the payment from the buyer is processed and paid out to you via Stripe. We work with Stripe because it's a secure, reliable, and widely trusted platform for handling payments and verifying sellers' identities.

Why does Stripe sometimes ask for additional verification?

Even if you've already provided your details at an earlier stage, Stripe may still request additional verification. This can happen for a number of reasons, such as regulatory requirements, a change in your sales activity, or a routine check to keep your account secure and compliant. This is a standard part of how Stripe operates and doesn't necessarily mean something is wrong with your account.

Payouts can only be processed once your Stripe information is complete

Please note that all payouts go through Stripe. If your Stripe account is missing information or your verification is incomplete, your payout cannot be processed until this is resolved. It's therefore important to complete any requested verification steps as soon as possible to avoid delays in receiving your payment.

Important: your name in Stripe must match your passport or ID

One of the most common reasons verification fails is a mismatch between the name entered in your Stripe account and the name on your passport or ID. Make sure your full legal name is entered exactly as it appears on your identification document.

Trouble uploading your identification document?

If you're having trouble uploading your verification document, first double-check that your full name in Stripe matches your ID exactly. If it doesn't, update your name in Stripe accordingly, then try uploading your document again.

Also make sure to check the following details in your Stripe account, as incorrect information here can also cause verification to fail:

• Date of birth – must match your ID exactly
• Address – make sure this is complete and up to date
• Email address – make sure it's correct and active
• Phone number – make sure it's correct and reachable

If any of these details are incorrect or incomplete, update them in Stripe before trying to upload your verification document again.

Additional verification steps for business sellers

If you're selling as a business, Stripe may require some additional verification steps beyond what's needed for private sellers. Common requirements include:

• Adding a business representative – someone authorized to act on behalf of the business must be added to the Stripe account
• Verifying business ownership – Stripe may ask you to confirm who owns or controls the business
• Chamber of Commerce documentation – proof of registration (such as a Chamber of Commerce extract) may be required
• Business email address – make sure a valid, active email address is provided
• Business address – make sure this is complete, correct, and up to date

Completing these steps accurately and promptly helps avoid delays in verifying your business account and receiving your payouts.

Why does Stripe need to collect, verify and retain my identity information?

In certain regions, our payment provider, Stripe, is mandated by law to collect, verify, and retain identity information about the individuals associated with a Stripe account. This is a requirement imposed by legislators and financial partners to ensure transparency and to prevent misuse of complex business structures for illegal activities such as financing terrorism, money laundering, tax evasion, and other financial crimes.

What happens if Stripe cannot automatically verify my identity?

If Stripe is unable to programmatically verify your business and/or identity when you register on Whoppah with a Stripe account, Stripe may request a government-issued photo ID to manually verify the information. If this is the case, you will be asked to log in to the Stripe dashboard and click on the notification at the top right to upload your documentation.

Whoppah provides secure and convenient payment options such as iDeal, MasterCard, Visa. For our Belgian customers, we accept Bancontact and for those in Germany, PayPal is available. Do you live in France? Then you can pay your item with Carte Bancaire. Once the payment is successful, we will send you an email confirmation of your payment and purchase. Please note that all payments must be made through our platform to ensure safety and compliance with our guidelines. If you encounter any issues during the payment process, please ensure your app is up-to-date or try clearing your browser's cookies/cache. Also, check if there is a daily or weekly limit on your card and adjust it accordingly with your bank. If you still need assistance, feel free to contact us.

Our system automatically sends reminders to the bidder about their offer and informs them that payment is still pending. "Deal = Deal" is a core principle at Whoppah, ensuring both buyers and sellers know exactly where they stand. In line with Dutch law, placing a bid is non-binding, and unfortunately, we cannot force anyone to make a payment.

However, your item is still visible and available to other buyers until the payment is completed, so you haven't missed any sales opportunities. You can still reach out to the bidder via chat and communicate with them. Simply click on "Chats" in your account and open the relevant chat.

You found your gem on Whoppah, congrats!

At Whoppah we offer the following payment methods:

• iDeal
• Mastercard
• Visa
• Bancontact
• PayPal
• Carte Bancaire

How to complete your payment:

1. Add the item to your cart or click on buy now
2. Verify that the delivery address is correct
3. Select the delivery method
4. Opt in or out for buyer protection
5. Click on proceed
6. Verify your contact details
7. Select your preferred payment method
8. Click on "proceed to payment", you'll now be redirected to the payment page.

Payment failed? Please consult the following article: https://support.whoppah.com/en/articles/139-my-payment-failed-what-is-happening

If you use Whoppah, it is not allowed to pay with Tikkie or cash. This applies even if you visit the seller. We assume that you complete the transaction via Whoppah. This is not only safe and easy, but also very important for us as a startup, as it is our source of income. We can exist thanks to the small commission we charge, and hopefully help you many more times in the future. In addition, as a buyer, you are protected, and as a seller, you can be sure to receive your money. This is how we guarantee safe trading.

The following reasons may explain why your discount code is not working:

1. The discount code has expired

2. The minimum order value has not been reached

3. The discount code is only valid for certain products

4. The code has already been used

5. Typo or incorrect input

6. The discount code is only for new customers

If the code still cannot be redeemed after checking these points, feel free to contact our support via email: support@whoppah.com.

If your payment didn’t go through, it usually means your bank or our payment provider (Stripe) blocked the transaction. This is common with online payments and is often easy to fix.

• Check your card details (number, expiry, CVV, postal code) carefully.

• Make sure you have enough funds or credit available.

• If prompted for verification, complete the 3D Secure step in your bank’s app or via SMS.

• Try a different payment method (another card, PayPal, iDEAL, etc.).

• Contact your bank to approve the payment or find out why it was blocked.

• If the issue persists, contact Whoppah Support and include:

  • The date/time of your payment attempt

  • Any error code or message you saw

Note: Whoppah cannot override declines from your bank or Stripe. The fastest solution is often to speak with your bank directly.

You can easily find all your invoices — for both purchases and sales — in your Whoppah account.

1. Log in to your account via the website (invoices cannot be downloaded via the app or on mobile).

2. Go to the ‘My purchases & sales’ tab.

3. Click ‘Download invoice’ next to the relevant transaction.

Important to know:

• The Whoppah Support Team cannot send invoices to you — you must download them yourself via your account.

• We cannot make retroactive changes to invoices. For business transactions, always use a business profile and for private transactions, a private account. This ensures you always have the correct invoices available.

You can redeem your giftcard or promocode before paying for the item.

1. Add the item to your shopping cart

2. Fill in the delivery address

3. Choose your delivery option

4. Choose buyer protection if you want

5. Click on continue

6. Click on "add a promo code here", enter the promo/giftcode and click on "add promo code"

The discount or giftcard value automatically deducts from the total.

In case your promocode or giftcode doesn't work and it's still valid, please reach out to our service department via support@whoppah.com. Please share the code with us in the email so we can immediately help you.