Updated September 18, 2012
CardShark has a handful of general policies that guide our business practices. The following are answers to our most common customer service questions.
Who is responsible? Buyers on CardShark are given the option to purchase Tracking from each participating seller. If they decline this option, they take the risk of loss. Postal insurance is offered by some sellers, and it is recommended on orders of higher dollar value. But not all orders will be eligible for insurance, as sellers can set minimum thresholds to justify the cost of the paperwork. This poses a problem for smaller, uninsured orders that go missing - especially where these services may have cost more than the cards themselves. CardShark is committed to the everyday business of small player-to-player transactions! To help out, we suggest the following settlement when these types of orders go missing: CardShark will offer a 1/3 split on small orders where each party - including CardShark - takes a 1/3 loss on the order. Both parties must agree for this to work. Both must have good member histories to be eligible.
This offer is not assumed on every loss. If your order is large, INSURE IT. If your order was headed to a destination outside the U.S. it is very likely we will deny to split the loss as the postal system in some areas is very poor. Also if orders repeatedly go missing, we may choose to not offer this split.
Orders shipped outside the U.S. are NOT eligible for insurance at this time. Buyers, please understand this risk. You may contact your seller to see if they are willing (or able) to insure your order. You will have to pay the seller directly for the extra costs. In the event of a loss we will ask sellers to produce a customs form number to prove the order was sent. A split on the loss may be possible, but this is up to our customer service team.
Please notify our support team in the event of a loss, and we will try our best to help you out. However please recall, before sending flaming emails about lost cards, that the member agreement you signed says CardShark is not responsible for lost mail.
If new user does not buy or seller items or login within 6 months, their account is deleted. Email reminders will be sent before this happens and simply logging in will preserve your account. Making a purchase or a sale will remove this login restriction and preserve your account permanently.
CardShark employs a customer service team backed by a ticketing system. You may open a ticket on orders that are late, damaged, or have another problem from 6 - 30 days after the transaction date. The seller has 5 business days to respond to this ticket.
If no ticket has been opened within 30 days of the transaction date, CardShark is not required to assist in resolution of the problem. The buyer is encouraged to use our webmail system to communicate directly with their seller.
If the seller doesn't confirm an order you've placed in 3 business days, you can cancel the order yourself from the "Alerts" section on your My Account page. There will be a section called # of sellers pending confirmation
, which will automatically appear when a sale has not been confirmed in a timely manner. If the transaction is not canceled within 30 days, you may ask for a refund. However, if we have released payment to your seller you will have to appeal to them for the refund.
Feedback ratings (and seller rebuttals) on transactions can be changed for up to 3 months after the transaction. We reserve the right to delete ratings and feedback if deemed inappropriate or offensive such as threats or profanity.
Orders are always shipped to your CardShark registered address NOT your PayPal address. If your address here wasn't current you may be asked to pay for postage to re-ship the order once it bounces back to the seller. Sellers see your CardShark address at time of confirmation only, not at the time the order was placed, so you can change it up until the first confirmation comes if necessary.
If a seller has no sales for 3 months, their account is placed on vacation status which makes their cards unsearchable by buyers. After 6 months of inactivity, inventory will be deleted.
You must have a verified PayPal account set up before you can list cards to sell on CardShark. This was part of the member agreement you consented to when you signed up. If your PayPal account is frozen, you can request us to redirect your payments to another email.
CardShark employs a customer service team backed by a ticketing system. Tickets may be opened by the buyer on orders that are late, damaged, or have another problem from 6 - 30 days after the transaction date. You, the seller, have 5 business days to respond to this ticket. Failure to respond may result in a refund to your buyer at your expense.
Your personal payment schedule depends on your seller level. Read more about pay schedules.
You may request a review of your seller level if you believe you qualify for a promotion. This schedule is used to help prevent fraud from unproven sellers.
CardShark makes all attempts to pay sellers by 5PM Pacific time on Fridays, but we do reserve the right in extreme circumstances to pre-pay, or delay pay, by one business day.
If you support Priority Mail, you must confirm and ship orders by the next business day. You can adjust your preference to do so here
If the seller doesn't confirm an order in 3 business days, the buyer can cancel the order for up to 30 days. If buyer cancels the order during this period, seller is then placed on vacation automatically and will receive an email regarding the cancellation. Be proactive if you cannot fill an order, and either cancel your self or contact our service team to cancel instead of waiting for the buyer to do so.
We expect that sellers have, and are ready to ship, cards they are selling. If a confirmed order needs to be canceled without good reason, the seller will be responsible for a 3% cancellation fee. This fee will be carried as a negative balance on your account and deducted from your next payment.
CardShark may delay payments to sellers who have open customer service complaints, until the seller makes a sincere attempt to resolve the issue(s). If a seller has repeated complaints from customers that are not resolved satisfactorily, selling privileges will be revoked.
CardShark's premium seller level programs - Landshark, Hammerhead and Great White - are awarded to sellers based on certain guidelines set forth, as well as the consensus of our support team. Status is at the discretion of CardShark, and can be revoked or changed at any time.
Feedback ratings on transactions are changed through requests from the buyer. If you feel you were awarded a rating that wasn't justified, try to contact your buyer and ask that they reconsider. Ratings that include threats, profanity, outrageous, or slanderous statements will be removed at the discretion of the support team.
Abuse of the "notes" field in card listings is not allowed. Sellers may not use this space to advertise their personal web site or store. CardShark will remove offending entries. The notes field should only be used to state something unique about the condition of a card.
If email to your account bounces for any reason, we reserve the right to put your account on vacation and possibly suspend it until a communication channel can be re-established. We encourage you to setup a backup email address on your account in case this happens.
You are allowed one account per person.
CardShark provides a messaging system for users to send notes and questions to one another about items for sale, purchases made, orders received, and other topics pertaining to CardShark-related business only. This system is not for use in trying to buy or trade cards outside of CardShark or promote your own business. Abuse of the system may result in your account being closed.
CardShark is intended as a forum for members to buy and sell cards from each other. Using member's mailing addresses to send Postal mail to advertise, solicit, send chain letters, or otherwise send unwanted mail to members is not allowed and grounds for suspension. No additional materials that do not relate to the transaction at hand can be included with an order.
The SharkShares rewards program is designed to reward our members for buying, selling, promoting, and actively participating in the CardShark community. Attempts to fraudulently earn Shares will result in cancellation of all Shares from your account, and may result in a bill for any rewards claimed to date. Users who have never made a purchase or a sale cannot redeem shares.