PayProtect FAQ

What is PayProtect?

PayProtect offers buyers and sellers a safe and secure way to transact online with the peace of mind that money is being held securely during the process. As a buyer, you can lock in the car of your dreams conveniently and without the hassle of bank cheques or dealing in cash. As a seller, you can have confidence that the buyer is genuinely interested in your car. New to carsales and available to all members, PayProtect makes payments safe and easy. 

How does PayProtect work?

BUYER

  1. MAKE PAYMENT – You can get started by starting a conversation with the seller though an email enquiry. You will then be given the option to make a payment using PayProtect. Service fees may apply and are only charged for successful transactions.
  2. PAYMENT IS HELD – Once you've made a payment, it can take between 1 to 3 business days to process and reach the PayProtect account. We will ask you to verify yourself during this processing time. 
  3. PAYMENT CONFIRMED – You and the seller will both receive a message in the conversation letting you know the payment is secured in to PayProtect and ready for release. 
  4. PAYMENT RELEASE– You won't be able to release the funds until the seller has requested a release. This will ensure we have the sellers banking information. The seller can request a payment release at any time however the funds will not be transferred to the seller until the you have also released. You can release the funds once you are happy with the car and ready to pick up the keys! 
  5. TRANSACTION COMPLETE – Once you’ve released the payment, the amount (minus service fees) will be transferred to the seller and could take up to 1 to 5 business days. 

 

SELLER

  1. INITIATE PAYMENT- You can let a buyer know you want to use PayProtect through your messages section. You will need to have an open conversation with the buyer. 
  2. PAYMENT IS HELD – The buyer can make a payment via BPAY, DirectDebit or creditcard. The processing times will vary depending on which method and how fast the buyer submits their verification checks. 
  3. PAYMENT CONFIRMED – You and the buyer will both receive a message in the conversation letting you know the payment is secured in to PayProtect and ready for release. 
  4. PAYMENT RELEASE– You can now request to release the funds, which will prompt you to enter your banking details and some personal information. You will also receive an email asking you to provide photo ID. The funds will only be transferred to your account once the buyer releases. 
  5. TRANSACTION COMPLETE – Once the buyer is happy with the car and ready to pick up the keys, they can then release the funds from their end which will trigger the funds to be transferred to your nominated account (minus service fees).

 

 

How can I pay into PayProtect and are there any fees involved?

We currently have 3 different types of payment methods which you can use which include Direct Debit, creditcard and BPAY. Each type contains different fees. Service fees are only charged to successful transactions.

BPAY

There are no service fees for buyers using BPAY. You don't need to send any verification documents. 

Sellers will be charged a 0.70% (of the value being debited) processing fee plus a $20 service fee which will be deducted from the funds held PayProtect upon release.  

Creditcard

The buyer is charged a 1.3% (of the value being debited) credit card processing fee. Youl will only be asked to send verification documents if your credit card is suspicious.  

Sellers will be charged a 0.70% (of the value being debited) processing fee plus a $20 service fee which will be deducted from the funds held PayProtect upon release.  

Direct Debit

The buyer is charged a 0.80% (of the value being debited) direct debit processing fee. You will be asked to send verification documents before we can debit your account. 

Sellers will be charged a 0.70% (of the value being debited) processing fee plus a $20 service fee which will be deducted from the funds held PayProtect upon release.  

 

 

 

FAQS

Why is my payment still pending? 

There might be many reasons to why your payment may not have been processed. It could be due to insufficient funds, the payment exceeding your existing debit limit or we have emailed you asking for verification and haven't received any reply. We recommend contacting your financial institution for information or our customer service team on 13 72 53.

As a buyer, how can I get a refund?

While funds are still in the PayProtect holding account, buyers can request a refund from the seller by sending an email to support@payprotect.com.au 


As a seller using PayProtect, how will I be paid for the sale of my vehicle?

Sellers will be asked to submit their Australian bank account details – this is the account your payment will be transferred to once released by the seller. 

 

How long will it take to receive my payment?

Your payment will take between 1 to 4 business days from the time the buyer releases the funds to reach your account depending on your bank’s processing speed.

 

 

Where are payments held?

The PayProtect holding account is an Australian bank account managed by our trusted payment services provider. All payments are secured and encrypted.

 

Will you share my bank details with the person I’m transacting with?

No. All customer bank details are secured and encrypted.

 

 

 

I would like to place a deposit on a car. Can I do this through PayProtect?

PayProtect cannot be used for deposits at this stage but keep an eye out for updates on when this feature is released.

 

I am a seller who has sold my car to a buyer via PayProtect.  Why haven’t I received my payment from the holding account yet?

If paid to your bank account, it's possible that your bank details were entered incorrectly. Please check your email for any correspondence from us. If you haven’t received anything, please contact us for assistance.

 

As a buyer, when should I be releasing the funds to the seller?

We strongly recommend that as a buyer you do not release funds to the seller until you have had a chance to inspect the vehicle, are happy with its condition and are definite that you’d like to proceed with the purchase. For more information on safety tips for buyers, click here.

We recommend undertaking a CarFacts Car History Report to ensure that you have reviewed if there is any finance owing on the vehicle and ensure that the seller has arrangements with its financier to provide clear title of the vehicle to you. 

 

As a seller, when should I be handing over my keys to the buyer?

The benefit of PayProtect is that you can be comfortable giving the buyer possession of the car as soon as the funds are in the PayProtect account. The funds cannot be returned to the Buyer without your consent. 

 

 

 

 

Why may I need to provide PayProtect my ID?

We require doing these checks to remain in compliance with financial and government regulations.

All information and photos supplied are secured and encrypted and are only used for the purpose of verifying your identity.

Specifically, the reason we request a photo of you holding your identification (instead of requesting a scanned copy) is to ensure that the person providing the identification matches the person in the photograph. This is to prevent someone unlawfully obtaining a copy of your identification and using it without your knowledge.

 

 

 

 

 

 

 

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