Help center
How buying, selling, protection, and delivery work on Via. If you can’t find an answer here, email support.
Buying
How do I pay?
Add items to your cart and check out with a card. Payment is processed by Stripe — Via never sees or stores your card number.
When does the seller get my money?
Not immediately. Your payment is held in escrow until you confirm you received the item. Once you confirm, funds are released to the seller. If you never confirm, escrow releases automatically after a grace period so sellers aren’t left waiting indefinitely — you can still raise a problem before that happens.
What do I pay on top of the item price?
The Via Protection Fee (3.5% of the item subtotal + $0.55), plus delivery if you choose courier delivery. Everything is itemised at checkout before you pay. Via does not add a separate platform fee to your total — sellers pay that out of their proceeds.
Do you charge sales tax?
Via does not collect or remit sales tax on your behalf. Sellers are responsible for any tax obligations on their own sales. See the Terms for details.
Where are my orders?
Under Your orders. Each order page shows its payment status, escrow status, delivery, and the actions available to you.
Selling
How do I list an item?
Go to Sell, add photos and a description, set a price, and publish. Listing is always free — Via only earns when the item sells.
What does Via charge me?
A marketplace fee on the item subtotal only — never on delivery. On the free Via Seller plan the fee is marginal: 5% on the first $100 · 4% on $100.01–$500 · 3.5% on $500.01–$2,000 · 3% above $2,000, with a $0.99 minimum per sale. Paid plans replace that scale with a lower flat rate — see Pricing & fees. The fee is deducted from your proceeds at release; it is never billed to you separately.
When do I get paid?
When escrow releases — after the buyer confirms delivery, or automatically once the grace period passes. Payouts go to your connected Stripe account, so you’ll need to finish Stripe onboarding before your first sale can pay out.
How do I manage my listings and boosts?
Everything lives in your listings — edit, relist, and buy boosts to raise placement. Paid plans include a monthly boost allowance.
Via Protection
What is Via Protection?
Every order is covered. Your payment is held in escrow rather than passed straight to the seller, phone numbers stay masked on active orders, and reported accounts are reviewed by a human. The Via Protection Fee is 3.5% of the item subtotal + $0.55, shown as its own line at checkout.
How do I know a seller is legitimate?
Sellers verify their identity to unlock higher limits, and their verification level is shown on their profile. You can raise your own level under Settings → Trust & verification.
Someone is behaving badly. What do I do?
Use the “⋯” menu on their profile, listing, live room, or message thread to report or block them. Reports are reviewed; blocking stops them messaging you immediately. Read the Community Guidelines for what’s allowed.
Why should I keep payment and messages on Via?
Escrow, number masking, and dispute resolution only apply to on-platform activity. If you pay a seller directly, none of it covers you — and asking to move off-platform is itself a guidelines violation.
Refunds & disputes
Can I cancel an order?
Yes — before the seller ships it. Open the order under Your orders and choose Cancel order. You’re refunded the full amount to your original payment method.
The item already shipped and something is wrong.
Once an item ships, self-serve cancellation is off — that’s when a dispute is the right path. Email support@viaamp.com with your order number and what went wrong. While a dispute is open, escrow stays held — the seller is not paid until it’s resolved.
How long do refunds take?
Via releases the refund immediately when it’s approved. How quickly it appears on your statement is up to your bank or card issuer — typically a few business days.
I’m the seller and the buyer is disputing.
Funds for that order stay in escrow until it’s resolved. Reply to the support thread with your evidence — tracking, photos, and the in-app message history all help.
Delivery & pickup
What are my delivery options?
Local pickup arranged with the seller, or a Via courier. Courier delivery is arranged from the order page after checkout, and priced at that point — it’s never bundled into the item price.
Can I track a delivery?
Yes. Once a courier is assigned, the order page shows Track delivery with live status through drop-off.
How do you protect my phone number?
Buyer, seller, and courier numbers are masked on active orders. Calls and texts route through Via so nobody sees anyone else’s real number.
I want to deliver for Via.
See Drive with Via for how it works, what the background check covers, and the requirements.
Contact us
Support: support@viaamp.com — orders, payments, disputes, and account questions. Include your order number if it’s about an order.
Privacy, data, and legal requests: contact@viaamp.com. Full details and postal address on the contact page.