Frequently Asked Questions
Have a question? Our awesome customer care team is giving A’s to Q’s as fast as their fingers will type them. To get your answer lickety-split, however, check out our FAQs below. Don’t see the information you seek? Head on over to our contact form (www.halfoffhelp.com) to send us your concerns, issues, daily tidbits, stories of wonder and adventure, and everything in between.
Bidding & Buying
Q: How do I place a bid?
A: Place your bid by entering your maximum bid amount in the box on any auction page. Upon selection, the system will display a confirmation screen of your desired bids, allowing you to verify your information before you "Confirm Bid".
Q: What does “Buy Now” mean?
A: "Buy Now" is a feature that allows you to instantly purchase an auction for a fixed price rather than placing a bid. This feature is only available for certain sealed bid and regular auctions. If an auction is eligible for a fixed price, you will see the required fixed price listed.
Q: What is a “Max Bid”?
A: A “Max Bid” is the highest amount you would be willing to pay to win an item. Our system will automatically bid for you up to that amount as necessary to win the auction.
Q: How do I know I’ve been outbid?
A: You will receive an email indicating another bidder has outbid your highest bid amount. If the auction is still open, you will have a chance to place a new, or proxy bid by going back to the auction page or by logging into My Account.
Q: How do I know if I’ve won the auction?
A: If you're the highest bidder at the close of an auction, you will receive an email with payment instructions. You have 72 hours to submit payment for won items. After that, items will be offered to other bidders. Once we receive and process your payment, you'll receive a receipt with pick-up instructions. Bring the receipt as proof of purchase.
Q: Can I cancel my bid?
A: All bids are non-retractable, so bid carefully and ensure you're willing to pay the maximum bid price.
Q: What happens if I don't claim the items I've won?
A: You have 72 hours to submit payment for won items. After that, items will be offered to other bidders.
Q: What is a "2nd Chance Auction Winner"?
A: If a winning bidder doesn't claim items, the next-highest bidders will be offered the chance to purchase at their max bid price. As a "2nd Chance Winner", if you decide you want to purchase the items you've won, you will then have 48 hours to make payment.
Q: Why didn't I win all the items I bid on?
A: Auctions are set up as dutch auctions, allowing multiple bids. Another bidder may outbid you for some items.
Payment, Taxes, & Fees
Q: How do I pay?
A: Once an auction closes, and you are the winning bidder, you will receive an email with payment instructions. You may pay for your auctions online by logging into My Account and viewing the Transactions section. Simply click on the "Pay Now" link to complete your transaction. You have 72 hours to submit payment for won items. After that, items will be offered to other bidders.
Q: What are the different payment options?
A: U.S. and Canadian buyers may use a credit card (Visa and MasterCard) to pay for any transaction up to $5,000. Simply enter the credit card number in the form provided and your transaction will be processed automatically using our secure server.
If the transaction is over $5,000, you may want to contact your financial institution prior to processing the payment, this pre-approval will help ensure that the payment is posted and not marked as fraud.
Please note: the charge on your credit card will appear as "INCENTREV, LLC."
Q: What if it appears I have been double charged for my order?
A: Declined payment attempts may result in temporary pre-authorized charges. These will not be authorized or deducted from your account.
Q: Will there be sales tax on the items?
A: Applicable state sales tax will be applied at purchase for in-state residents. Out-of-state residents are responsible for reporting and paying applicable sales or use tax.
Q: Do I have to pay a processing fee?
A: A processing fee is typically charged to cover the costs associated with processing your payment, such as:
- Credit card transaction fees
- Payment gateway fees
- Administrative costs
A processing fee may be applied to your final bid price when you pay, please refer to the auction details for more information.
Receiving Items
Q: How do I receive the items I won?
A: After payment, you'll receive a receipt with pick-up instructions. Bring the receipt as proof of purchase.
My Account
Q. How do I manage my account?
A: Visit the My Account section to view transactions and change your profile. Registering is free and easy.
Q: What about my e-mail confirmation?
A: You will receive confirmation emails when you place a winning bid, are outbid, or win an auction. Winning bidders will also receive a receipt with pick-up instructions after payment.