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Facebook Marketplace launches new postal service but sellers will be charged to use it from January – here’s all you need to know

Facebook has launched a paid-for postal service for its Marketplace, which matches buyers and sellers on a range of items. While the service is free for now, the buyer or seller pays a delivery charge plus the seller faces a 2% fee of total costs. But users can avoid these fees by continuing to arrange delivery or collection themselves. (MSE) can reveal the changes were introduced by the social media giant last month. The new delivery service allows sellers to directly post items to buyers using Facebook's delivery partner Hermes. Facebook told MSE the move will give buyers more choice, while enabling sellers to reach more people as many currently rely on in-person collection or delivery. 

We've everything you need to know about the shake-up below, and for more information on selling online, check out our Facebook Selling Tips guide. 

What does it cost?

In-person collection and delivery will remain free but from 1 January a 2% fee will be introduced to send items directly by post via Facebook Marketplace. Sellers who opt to make sales locally face-to-face will not be charged.

The 2% charge is based on the total cost of the item, as set by the seller, plus the delivery charge. For example, if an item costs £20 and delivery costs £5, then the seller will pay 2% of the combined cost of £25, which will be 50p. 

Depending on how sellers set up the listing, the postal cost will either be paid for by the buyer or the seller. When arranging delivery via Hermes, the seller will input product information, such as weight and size, and then Hermes will then calculate the total. Sellers just need to package parcels and take them to a Hermes drop-off point.

Can I avoid these fees by arranging delivery or collection myself?

In a word, yes. When sellers list an item they can opt to make sales locally via face-to-face collections.

Is it available nationwide?

The upcoming charge will apply to sellers in England, Scotland and Wales. We have asked if this will also apply to those in Northern Ireland and we will update the story once we know more. 

What items can be posted?

Most items, such as books, clothes, electronics, and toys, can be posted using Facebook's new service. Notable exclusions include larger items, such as furniture, and digital sales, which are not allowed. 

How will buyers be charged and how will sellers be paid?

Facebook has partnered with payment platform Stripe to process transactions. Buyers do not need a Stripe account but sellers must have one. Buyers can pay directly via the Facebook website and are given the option to use their credit or debit card. 

What happens if there's a problem with the delivery?

Facebook says all payments made via Marketplace that meet its delivery eligibility criteria will be covered by its 'protection policy'. This means buyers can request a refund if, for example, they didn't receive their goods, the product arrived damaged or different than described, and the seller didn't follow the stated refund policy.

Can buyers get a refund if they change their mind?

Facebook says all sales are final. But buyers can contact sellers to decide for themselves whether refunds can be given where a buyer has simply changed their mind. If the seller decides to accept the return, the buyer must arrange to return the goods without Facebook's involvement. 

Do buyers get Section 75 and Chargeback protection using the new service?

On top of Facebook's protection policy, both Facebook and Stripe have confirmed that credit card transactions made via Marketplace are Section 75 protected. 

This means buyers that pay via credit card can request refunds from their issuing bank in the event a seller doesn't deliver on their end of the transaction, and the item costs more than £100. See our guide on Section 75 Refunds for more info on this. 

It's unclear if buyers purchasing items of less than £100 on credit card or if buyers using debits cards will be protected by similar Chargeback rules - we've asked and we'll update this story when we know more. See our Chargeback guide for more on how this works. 


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