Seller Protection on Cyclesite

Seller protection FAQs

Is Seller Protection automatic?

Yes. Once Buyer Protection launches, Seller Protection will apply automatically to sales that go through it with secure delivery: the appeal route, the £300 escrow cap, and the return-shipping commitment will all apply without you needing to opt in. For direct-collection sales (where you and the buyer arrange handover yourselves), the platform isn't a party to the contract, so we can support you with messaging history and evidence but cannot make rulings on the deal itself.

What does the photo-checkpoint flow look like?

Once Buyer Protection launches, when you book its shipping the listing wizard will ask you to upload three photos before the shipping label is released: (1) the bare frame with all protective wrap in place, (2) the bike in the box with all components secured, (3) the sealed box with the shipping label on it. The checkpoints will be timestamped and stored with the order. They will be dispute-grade evidence that you packed the bike correctly.

How do I appeal a dispute ruling?

Once Buyer Protection launches, you'll be able to open the closed dispute from your orders page and click "Appeal this ruling". The button will be available for 5 business days after the original ruling lands. State why you believe the ruling was wrong and upload any new evidence. A different reviewer (not the one who issued the original ruling) will re-read the file. You'll have a written outcome within 5 business days. Funds will be held throughout the appeal.

Can I refuse a forced partial refund?

Yes. Once Buyer Protection launches, if the dispute team issues a partial-refund ruling you don't accept, your appeal will be able to require the buyer to return the bike to you in full instead. Cyclesite will cover the return shipping (subject to the Return-Shipping Commitment in the seller policy). You'll then keep the bike, and the buyer will be fully refunded.

What if I sell more than once a quarter and there is a second incident?

The free-return-per-quarter will be exactly that: one. A subsequent borderline incident in the same quarter will fall back to the standard policy: you cover return shipping. The credit will reset on the 1st of January, April, July and October. We chose a quarterly window rather than annual because it gives sellers a meaningful safety net early without creating an open-ended liability.

Do my fees change if you raise the listing prices later?

Listing is free during our launch, so there is nothing to change while that lasts. When the standing flat listing-fee model resumes, active listings keep the fee they were published at, for the full duration purchased. A future price increase is announced 30 days in advance via email and never applies mid-listing. Sellers who paid for a multi-listing bundle or annual plan keep their original rate for 6 months after the new pricing goes live.