merXu Protected Payments For Sellers - Frequently Asked Questions


What is the functionality merXu Protected Payments?

merXu Protected Payments is a unique payment method based on the escrow mechanism. When a buyer makes a purchase using merXu Protected Payments, the funds are transferred from the buyer's card or account using one of the available online payment methods (BLIK, GiroPay, EPS, Trustly, Sofort, etc.) to an Protected Payments account at Adyen Bank.

These funds are held securely in the Protected Payments account until the buyer receives the goods as per the order.The seller is immediately informed by merXu once the funds have been deposited into the Protected Payments account.

As soon as the buyer receives the goods, the funds are released to the seller's designated account. This ensures a secure and seamless transaction process, providing both parties with peace of mind.merXu Protected Payments is free of charge.

What is merXu's role in these transactions?

merXu provides merXu Protected Payments as an optional feature for Buyers in accordance with the provisions of the merXu Terms and Conditions, Attachment 5. Buyer's use of merXu Protected Payment does not require your consent. Once the confirmation of the goods' arrival is received, we instruct the release of the funds to your account.

When will I receive the funds deposited by the Buyer?

The Buyer deposits the funds into the Protected Payments account immediately upon placing an order. The funds are held in a secure interim account at the Dutch bank Adyen. Neither the seller nor merXu has access to these funds, and Adyen cannot use them in any way, in accordance with banking regulations. The release of the deposited funds will occur when the Buyer confirms the receipt of the goods, but no later than 30 days from the transaction's conclusion.

The funds have not yet arrived in my account; can I safely send the goods?

We will notify you when the Buyer deposits the funds into the secure Protected Payment account. You will have access to information about the accumulated funds by logging into merXu. Once you receive the notification of the deposit, proceed with the transaction – the money is waiting for you, and you will receive it as soon as we confirm the delivery to the Buyer.

Can I deactivate merXu Protected Payments?

No. This option is available to all Buyers and Sellers on the platform because transaction security is our top priority.

How can I confirm the delivery of the product?

If the Buyer does not confirm the receipt of the goods, even though the goods have arrived and you have contacted them via chat on merXu, please contact us via email at Send us proof of shipment along with a tracking number or other document confirming delivery (e.g., CMR).

How much will it cost me?

merXu Protected Payments is free. The only fee you pay on merXu is a one-time transaction fee charged for each successful sale on our platform. This fee is 3.5% of the transaction amount, with a maximum fee of 200 EUR per transaction.

Can I still use the Logistic Assistant?

Yes, merXu's shipping assistant is also available for transactions paid using merXu Protected Payments.