COVID-19 update: changes to our services

We know this is a really difficult time, and we’re here to help. We’ll continue to operate but following the Government’s announcement that NZ is moving to alert level 4, we’re making a few changes to some of our services.

Most importantly, please follow the Government’s guidelines around staying at home, essential travel and physical distancing when buying and selling.

This is an evolving situation and our courier partners have informed us today that they can only take bookings from essential businesses.

What this means for all Marketplace buyers

•Only some trades will be able to be completed as normal. This will depend on whether the seller is an essential business, professional seller or casual seller.

•You can still browse listings from casual sellers and place bids. However, you won’t be able to complete the purchase while NZ is at alert level 4. We’re taking these steps because we don’t want to encourage any non-essential travel, face-to-face contact or courier bookings.

•You can still browse and purchase listings from professional sellers, however your only payment option will be Ping so that you’re covered by our Buyer Protection Policy.

•If a seller is an essential business they’ll be able to courier the item to you as soon as possible. If they aren’t an essential business, the item will not be sent to you until we’re no longer at alert level 4 which could be longer than four weeks. We’ll hold the funds until all courier bookings and pick-ups are able to proceed again.

What this means for casual sellers in Marketplace

•While New Zealand is at alert level 4, any Marketplace (general items) will be extended by four weeks and Buy Now prices will be removed. You can continue to create auctions, and these will also be extended.

•This means that members won’t be able to buy your item(s), however they can still bid, browse or save items to their Watchlist.

•As couriers are only allowed to pick up items from essential businesses, our ‘Book a courier’ service is not available. Any couriers booked in the last few days will still be collected and delivered but no new bookings can be made.

•If you’ve sold something recently, please work with the buyer to come to an agreement. However, you’ll need to wait until couriers are able to deliver non-essential items again if you haven’t arranged shipping yet.

•If you need to withdraw your auction, you won’t be charged a withdrawal fee.

If you’re a Professional Seller, we’ll be sending you an email with more details about what your options are.

Other updates
• Ping: At this time, we’re not allowing professional sellers to make withdrawals from Ping. This is to help us ensure buyer’s payments are kept safe until we can be sure that sellers can deliver items.

Changes for car and non-car sellers listings: Any car or non-car auctions will be extended by four weeks and Buy Now prices have been removed. You can continue to create auctions. Buyers can still browse listings and place bids. However, while we’re at alert level 4, please do not complete any trades until it is safe again to do so.

• Relisting Motors listings: You can now relist your car listing for free for an extra 90 days. Motorbikes, boats, caravans, and other vehicle listings (that aren’t cars) can also continue to be relisted for free.

• Phone support: Our Customer Support staff are now working from home, which means our phone support isn’t available for most members, including Top Sellers. However, if you’re a business client, you can still phone us as normal. If you need help with anything, you can search our Help Centre. If you can’t find what you’re looking for, please select ‘Get in touch with us’ at the bottom of any Help Centre article.

Take care of each other, New Zealand. Let us know if we can help with anything.