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    Forever Finds Marketplace FAQ

    Technical Issues

    There could be several possible reasons why you can’t log back into your Forever Finds account. Here are some steps that will help you understand what could be causing the problem and get you logged in to your account.

    Let’s test what is causing the problem:

    App or Web:

    If you are struggling to log in via app then try to log in via website(and vice versa). If the problem persists, then move to Step 2. But if you were able to log in via other medium, then check the “Problem logging in with the App or website” section below

    • App – if you can’t log in via App but can log in via  Forever Finds website, then usually it is due to an outdated app. Please open your app/play store –> search for  Forever Finds –> Click on  Forever Finds App –> if there is an “Update” button –> click it. If this doesn’t solve the problem, then please contact  Forever Finds support – more details at the end of this article.
    • Website – if you can’t log in via  Forever Finds website but can log in via App, then usually it is due to using a less optimized browser or the browsers version is not up to date. We are best optimized for Google Chrome browser. If this doesn’t solve the problem, then please contact  Forever Finds support – more details at the end of this article.

     

    Are you trying to log into using your Google account or Facebook account?

    • Facebook: One possible reason is that you accidentally are not allowing Facebook to share your email with  Forever Finds. Without your email we cannot identify you. Not to worry, there is a simple way to fix this: Go to your Facebook Settings –> Choose “Apps and websites” from the left and then remove  Forever Finds –>  Now start logging into  Forever Finds with Facebook again and when the consent screen appears, click on “Edit this” –> Make sure that “Email address” is activated = Facebook shares it to  Forever Finds =  Forever Finds can identify you .
      Another possible reason could be that you have changed your email in Facebook.
    • Google: If your email address which is connected to your Forever Finds account ends with @gmail.com, then try using the “log in with Google Account “option. Now if your email address ends with something different than @gmail.com (e.g@outlook.com, @mail.com, @yahoo.com, @hotmail.com, @icloud.com, …) AND is not connected to your Facebook account THEN you want to register your email address as a Google Account = you can then choose “log in with Google Account” option and that gets you logged in.If you have made sure that all of the above is tried out but the problem still persists, then you can contact us via customer support. When putting together you email make sure to include information such as:
    • Are you struggling to log into the Yaga app or website?
    • Are you using the Facebook or Google account login option?

    What is your email address/username which should be connected to your If you have made sure that all of the above is tried out but the problem still persists, then you can contact us via customer support (support@foreverfinds.co.za). When putting together you email make sure to include information such as:

    • Are you struggling to log into the Forever Finds app or website?
    • Are you using the Facebook or Google account login option?
    • What is your email address/username which should be connected to your Forever Finds account that you’re trying to get into
    • If an error sign is displayed, then make sure to include a screenshot of it
    • If possible then share a screen recording of all your steps your taking account that you’re trying to get into
    • If an error sign is displayed, then make sure to include a screenshot of it
    • If possible then share a screen recording of all your steps your taking

    If you log in to your account and:

    • Your account doesn’t seem your own
    • There are no listings under ‘My shop’
    • You don’t find any orders under ‘My shop’ –> ‘Orders’
    • Orders have disappeared under ‘My purchases’
    • You don’t see any messages
    • ‘My wallet’ is empty
    • In this case you’ve most likely created yourself a new Forever Finds account by signing in to Forever Finds using another email address.

     

    The next steps would be:

    • Please try to remember whether the last time you used the same Facebook or Google account to log in to Forever Finds OR if you have changed the email on either of the sites since then.
    • Log in to Forever Finds using your right email address that is connected to your correct Forever Finds account.
    • In case you still have any problems logging in, feel free to contact Support (support@foreverfinds.co.za).

    Buyer made a purchase, but the item was not marked as ‘SOLD’?

    BUYER

    Check under ‘My purchases’ to see if the purchase went through.

    • Purchase went through- the item was not marked as ‘SOLD’ because the Seller had set the quantity to ‘more than 1’.
    • Purchase didn’t go through- there can be several reasons why the payment is not going through, e.g. delay in the payment process, bad internet connection.
    • Check your statement to see if money was deducted. In case it was, there’s a chance that a direct payment to Yaga’s account was made. Please contact Support (support@foreverfinds.co.za) for further assistance.
    • In case no money was deducted, try making the purchase again. If possible, we recommend trying with different options (EFT/ OZOW/ Credit Card) and testing on both, the Forever Finds app and website.

     

    SELLER

    Check under ‘Orders’ to see if the order went through.

    • Order went through- the item was not marked as ‘SOLD’ because the quantity had been set to ‘more than 1’. In case this was accidental, then the item can be marked as ‘SOLD’ manually by clicking on the listing –> Mark as sold.
    • Order didn’t go through- ask the Buyer to try again and in case the payment fails, direct the Buyer to Support (support@foreverfinds.co.za) for further assist.

    When you find yourself having trouble making a purchase then here are some helpful tips that can help you.

    • Make sure you use Forever Finds through our app or website. Sometimes it may happen that you’ve accidentally opened Forever Finds through Instagram or Facebook = it secretly opens it in Instagram web or Facebook web = they limit your actions. Therefore, make sure to use the Forever Finds app or alternatively open a new browser window (e.g. Chrome or Safari) and then go to www.foreverfinds.co.za –> Log in –> try to make a purchase.
    • If you can’t make a purchase on the app –> try it on our website. Does the problem still persist?
    • Sometimes due to a bad internet connection the purchase doesn’t want to go through. Give it a little break –> try again. Does the problem still persist?

     

    When you have tried all of the above but still struggle to make a purchase, then please contact us via support email ( support@foreverfinds.co.za). When putting together your email then please make sure to include:

    • A screen recording of all your steps that you are taking
    • A screenshot of an error sign (if it’s displayed) whether you’re facing this problem on our app or on website

    Terms & Conditions

    Welcome to Forever Finds!

    These terms and conditions outline the rules and regulations for the use of Forever Finds Preloved.

    By accessing this website we assume you accept these terms and conditions. Do not continue to use Forever Finds if you do not agree to take all of the terms and conditions stated on this page.

    The website allows:

    • Opening a web store on the Website
    • Selling goods and services on the Website
    • Browsing, saving to favourites and buying products from other users
    • Communicating with other users through private messages
    • Sharing the ads of selling goods and services on various social media channels

     

    Forever Finds Preloved (Pty) Ltd provides the money deposit service for the performance of sales contracts concluded by the Users in which the Buyer transfers the money loan escrow account at Standard Bank, through TradeSafe when making a purchase either via an EFT Payment, by using a credit card or the Forever Finds wallet balance.

    How We Use Your Information

    We use the information we collect in various ways, including to:

    • Improve, personalize, and expand our website
    • Understand and analyze how you use our website
    • Develop new products, services, features, and functionality
    • Communicate with you, either directly or through one of our partners, including for customer service, to provide you with updates and other information relating to the website, and for marketing and promotional purposes
    • Send you emails
    • Find and prevent fraud
    • Log Files

     

    Forever Finds follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services’ analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users’ movement on the website, and gathering demographic information.

    Forever Finds Guide

    Forever Finds has multiple integrated courier options that deliver nationwide (please see detailed step-by-step guides how shipping with specific courier companies work at the very end of the article).

    It is up to each Seller to decide which delivery method(s) they would like to enable for their shop. The delivery cost will be paid extra at checkout by the Buyer.

    Delivery Process

    When the Seller uploads an item to Forever Finds they also must choose which delivery options they wish to enable. This is the view of the delivery options that the Seller will currently see: Buyer makes a purchase (chooses a suitable delivery option at the check out process) and fills in all the necessary shipping information. Shipping cost will be added to the item price at checkout.

    If a Buyer doesn’t collect the parcel in time and it gets returned to the Seller, then the Seller is eligible for compensation for the courier costs that have occurred. The Seller will be asked to provide proof of the incurred courier costs and proof that correct delivery information was used in the first place. The Seller will be reimbursed once they have received the parcel back and this amount is charged from the Buyer’s pending payment. The remaining is refunded to the Buyer.

    The Buyer has the right to return the item to the Seller and get a refund, if the item received significantly differs from the photo or the item description.

    Preconditions for returning an item:

    • Within 48 hours after receiving the item, the Buyer has informed the Seller via Forever Finds messages about the wish to return the item.
    • The Buyer has not clicked on the „Item received“ button (hasn’t completed the order).
    • Payment for the purchase was done through Forever Finds.

    We do review items that are reported on the app. If an item does not comply, it may end up being removed or hidden by our team. This including but is not limited to:

    • Counterfeit items, replicas, and unauthorized copies, which includes factory rejects and parallel imports
    • Medicines, medical devices, and healthcare products
    • Motorized vehicle
    • Drop-shipping
    • Food & drinks, including alcohol
    • Tobacco
    • Offensive material
    • Firearms, weapons, and military items
    • Adult only material and nudity
    • Advertisements/Posts that ask for direct methods of payment such as a bank transfer or Cash Send outside of the App/site.
    • Vouchers, gift cards, digital and non-material goods
    • Drugs and drug paraphernalia

    Our goal is to provide a safe platform for shopping, therefore, safety being our top priority, Forever Finds charges a 10% Buyer Protection fee upon checkout from the Buyer, and this is automatically calculated to the total transaction amount.

    Even though it is the smallest fee on the market, we ensure the highest level of safety and convenience for all of our users, which includes secure payments, our return & refund policy, access to customer support, scam prevention & more.

    The website allows:

    • Opening a web store on the Website
    • Selling goods and services on the Website
    • Browsing, saving to favourites and buying products from other users
    • Communicating with other users through private messages
    • Sharing the ads of selling goods and services on various social media channels

    I'm A Buyer

    The Buyer has the right to return the item to the Seller, if it differs significantly from the photo or the description. Preconditions for it:

    Within 48h after receiving the item, the Buyer has informed the Seller via Forever Finds messages about the wish to return the item. The Buyer has not clicked on the “Item received” button = hasn’t completed the transaction.

    Returning process:

    • The Buyer informs the Seller about the wish to return the item and the reason(s) for it.
    • The Seller informs the Buyer about where to return the item. Unless an alternative agreement is made, the item should be returned via the same delivery method which was used to ship the item in the first place.
    • The Buyer will send the item within 72h of receiving the details and pay for the return postage.
    • Seller receives the item and cancels the order.
    • Forever Finds transfers the initially deposited money back to the Buyer’s Forever Finds wallet in full.

    The user has the right to return the item to the Seller if it differs significantly from the photo or the description. After an item is returned to the Seller the transaction is and should be cancelled, then the full amount the Buyer initially paid for (item’s price, initial delivery fee + Buyer Protection Fee) will be transferred to the Buyer’s Forever Finds wallet. Once the money has been transferred back to the Buyer’s Forever Finds wallet, the Buyer can choose between using it for future purchases on Forever Finds or paying it out to a personal bank account.

    Our Bundling system allows paying for the delivery just once (for the first item) then an hour-long time frame opens for additional purchases from the same shop that can be checked out with Free delivery.

    PLEASE NOTE

    • It’s always recommended to liaise with the Seller requesting the availability of the Bundling feature as this has to be manually done when a Seller uploads their listing.
    • he items that are included in a bundle must be able to fit into one courier bag/sleeve/box or another cost will have to be incurred for the rest of the bundle.
    • All items that are included in the bundle need to be successfully ordered within the hour of the bundling window.

    Found an item you love and thinking about making a purchase in Forever Finds? Here’s how:

    • Log in to Forever Finds: Make sure you’re logged in – if you’re new to Forever Finds and do not have an account, then log in using your Facebook or Google account. If there’s something you’d like to specify with the Seller first, hit “Chat with seller” (next to the item) to contact the Seller via Forever Finds.
    • Click on the Buy button: 

      When you’re ready to purchase the item, tap on the Buy button. Please note! Stay on Forever Finds throughout your whole communication and buying process. Only that way will we be able to help you in case something doesn’t go as expected.

    • Choose a delivery method:
      At checkout choose your preferred shipping provider, from the list of options made available by the Seller. Make sure to correctly fill in all the required fields that appear after a delivery option is chosen. The delivery cost will be paid along with the item price at checkout.

    • Select your preferred payment method:
      You can pay using your credit card, EFT payment, Ozow or your Forever Finds wallet balance.

    • Pay for the item: Make sure to have a phone close for the OTP. Pay for the item by clicking on the Proceed to payment button. After the payment please return back to the Merchant. After a successful payment you will receive a confirmation e-mail and the purchase can be found under “My purchases” on the left menu bar.

    • Receive your item: Please allow the Seller a few days to send out the order. Once the Seller has shipped out the item you’ll also receive a notification about it on Forever Finds and to your email.
      If the Seller hasn’t sent out the item nor replied to your messages within 7 days of making the purchase, then we recommend contacting our support. For that you can write to Forever Finds’ support chat (widget in the bottom right corner in Forever Finds) or support@foreverfinds.co.za.

    • Click “Item received”: Once you’ve received your item don’t forget to click „Item received“ (under „My purchases“) on Forever Finds to let the Seller know that you’ve got the item and release the money to their Forever Finds Wallet.

    I'm A Seller

    Congratulations on your sale! Let’s get your order delivered to the Buyer.

    • Check your order details from My shop –> Orders. Delivery information can be viewed by clicking on Details.
    • Go to your closest delivery point (depending on the chosen courier) and formalize the parcel delivery at your own cost using the delivery details shown under the order. Read more about how delivery works HERE.
    • Once shipped, click on the ‘Item shipped’ button in Forever Finds to notify the Buyer that the item is on its way. We also recommend forwarding the parcel tracking number to the Buyer via Forever Finds chat (‘Chat’ icon under the order).
    • Once the Buyer has received the item and completed the order in Forever Finds, the money for the item along with delivery cost will be released to your Forever Finds wallet. This money can be used for future purchases in Forever Finds or paid out to a bank account with a click of a button (Payout to bank account).

    Have more questions? Reach out to our Support team at support@foreverfinds.co.za.

    We are thrilled that you have decided to join Forever Finds and start selling! This article contains all the important information that helps you to get started and get a better idea how the selling process works.

    First things first, you need a Forever Finds shop in order to start selling. Opening your very own shop is super easy – click HERE to get started.

    Make sure to complete the whole process and the last step should be to log in via Facebook or Google account to make sure your shop has been successfully created. After you have done that you should see your username at the top of the Menu bar = this confirms that you have successfully created yourself a Forever Finds account.

    Wish to be more efficient in managing your shop and sales? Below you’ll find some tips & tricks on how to manage your store like a pro and become a successful Seller.

    • Reserving an item (hide/unhide function)
    • Bundling
    • Promo codes
    • Successful sales
    • Holiday mode (pausing your Forever Finds shop)

    If you’d like to attract more prospective buyers, avoid fake item reports and sell your authentic items faster, bear the following best practices in mind when listing original goods on Forever Finds.

    Take your own photos

    Avoid using photos of items that you don’t own or haven’t taken yourself. Most buyers can recognise when an image has been borrowed and repurposed from another website. Build trust with potential buyers by taking your own authentic, original and up-to-date photos.

    It’s best practice to leave nothing to the imagination. Show potential buyers what your item looks like up close, from far away, from all sides and from multiple angles. If there are any imperfections, show that in the photos. Remember, the right photos can help you build trust with interested buyers and sell your item quicker.

    Write a full, honest description

    Although not required, adding a description to your listing will help you build trust with potential buyers, which can get you more offers and help you sell your item quicker. When writing a description for your item, think about the questions potential buyers may have so you can anticipate their objections and put their minds at ease. Share information about the history of the item, the current condition and any other truthful information that may help you make the sale.

    Safety

    Safety is our top priority in Forever Finds, therefore we aim to ensure that you as a Buyer are always protected. That is why a Buyer Protection fee of 10% is applied to the total cost of your order automatically at checkout. Our Buyer Protection covers all payments made through Forever Finds.

    What Is Buyer Protection?

    • Collecting full payments upfront – we require Buyers to pay for both their item and shipping upfront. We hold the payment safely until the buyer receives their order.
    • Unresponsive buyers? We’ve got your back – in the unlikely event your Buyer is unresponsive and won’t mark the item as received, we will complete the order for you so you can get paid.
    • Fair return policy – if you’ve described the item accurately we won’t approve a refund request from the Buyer – unless you’ve agreed to it. Read more about our fair return policy HERE.
    • Top-rated Customer Support – in case you run into any problems, our support team is always here for you at support@foreverfinds.co.za. And they are FAST!

    You have probably heard about our Buyer protection, but what about your safety as a Seller? Don’t worry, we’ve got your back when it comes to your bucks! As long as the Buyer uses the Forever Finds BUY button when shopping from your store, the sale is covered by our Seller Protection.

    What IS NOT covered by our Seller Protection?

    • Sales that were made outside the app/site. e.g. direct money transfer or cash payment. Items that are on our Prohibited Items List
    • Meet in-person transactions. As a safety precaution, we advise our users to avoid these exchanges but when necessary, we suggest meeting in a public place.

    Safety is our main priority and as long as the payment is done through Forever Finds, your money will always be safe.

    • Making a purchase
    • Making a sale
    • Transferring money from Forever Finds wallet to bank account

    You are an important part of the Forever Finds community and together we can keep Forever Finds amazing 😊 If you see items and users who are not up to Forever Finds standards, report them and we’ll take it from there. In case of a personal issue, you can always also block the other user. This all can be done with just a few clicks.

    Reporting

    If a person is violating Forever Finds standards or harassing you, please contact support@foreverfinds.co.za so that we can block them.