Frequently asked question

Payment processing fees are charged to sellers on each transaction that uses Maze Payments. Payment processing fees are a set rate plus a percent of the total sale price of the item. This rate and percent vary by country. The fees are taken from the item’s total sale price, including its postage fees, and any applicable sales tax. These processing fees appear in your payment account and are deducted prior to deposit. If you issue a refund for a sale made through Maze Payments, your payment processing fee will be credited proportionally and applied to the refund amount. Payment processing fees are in addition to the 6.5% transaction fee that applies to the cost of the entire order. Learn about fees and taxes for selling on Maze. What are the payment processing fees in my country? The payment processing fees for Maze Payments orders vary according to the location of your bank account. Please consult the table below for fees in your location. Note: Maze Payments processing fees are subject to VAT. VAT will be collected and appear on the VAT invoice for sellers in required locations. Learn more about VAT on Maze. Location of Bank Account Fees for Maze Payments (% of total sale price + flat fee per order) Argentina 6.5% + 0.30 USD Australia (domestic orders) 3% + 0.25 AUD Australia (international orders) 4% + 0.25 AUD Austria 4% + 0.30 EUR Belgium 4% + 0.30 EUR Bulgaria 4% + 0.30 EUR Canada (domestic orders or orders from the US) 3% + 0.25 CAD Canada (international orders) 4% + 0.25 CAD Chile 6.5% + 0.30 USD China 6.5% + 0.30 USD Croatia 4% + 0.30 EUR Cyprus 4% + 0.30 EUR Czech Republic 4% + 0.30 EUR Denmark 4% + 2.50 DKK Estonia 4% + 0.30 EUR Finland 4% + 0.30 EUR France 4% + 0.30 EUR Germany 4% + 0.30 EUR Greece 4% + 0.30 EUR Hong Kong 4.4% + 2.00 HKD Hungary 4% + 0.30 EUR India 5%+ 25 INR Indonesia 4.5% + 7000 IDR Ireland 4% + 0.30 EUR Israel 4.5% + 2 ILS Italy 4% + 0.30 EUR Japan 6.0% + 0.30 USD Latvia 4% + 0.30 EUR Lithuania 4% + 0.30 EUR Luxembourg 4% + 0.30 EUR Malaysia 4.5% + 2 MYR Malta 4% + 0.30 EUR Mexico 4.5% + 8 MXN Morocco 4.5% + 5 MAD Netherlands 4% + 0.30 EUR New Zealand (domestic orders) 3% + 0.30 NZD New Zealand (international orders) 4% + 0.30 NZD Norway 4% + 2.50 NOK Peru 6.5% + 0.30 USD Philippines 4.5% + 25 PHP Poland 4% + 0.30 EUR Portugal 4% + 0.30 EUR Romania 4% + 0.30 EUR Singapore 4.4% + 0.35 SGD Slovakia 4% + 0.30 EUR Slovenia 4% + 0.30 EUR South Africa 4.5% + 8 ZAR Spain 4% + 0.30 EUR Sweden 4% + 3.00 SEK Switzerland 4% + 0.50 CHF Thailand 6% + 0.30 USD Türkiye 6.5% + 14 TRY Ukraine 6.0% + 0.30 USD United Kingdom 4% + 0.20 GBP United States 3% + 0.25 USD Vietnam 4.5% + 11500 VND For more information about our fees, please read our Fees & Payments Policy. For some Maze Payments countries, there is a minimum deposit amount, along with a fee threshold and a deposit fee. Find out more about deposit fees. Deposit minimums, fee thresholds, and fees by country: Country Deposit Minimum Fee threshold Deposit fee Indonesia 28,000.00 IDR 1,400,000.00 IDR 28,000.00 IDR Israel 7.00 ILS 350.00 ILS 7.00 ILS Malaysia 9.00 MYR 400.00 MYR 8.00 MYR Mexico 40.00 MXN 2,000.00 MXN 40.00 MXN Morocco 20.00 MAD 1,000.00 MAD 20.00 MAD Philippines 100.00 PHP 5,000.00 PHP 100.00 PHP South Africa 35.00 ZAR 1,500.00 ZAR 30.00 ZAR Türkiye 50.00 TRY 600.00 TRY 42.00 TRY Vietnam 45,000.00 VND 2,300,000.00 VND 45,000.00 VND

When buying from another country, you may be charged additional fees depending on the import taxes and/or customs duties of your home country. You may need to pay the charges once you receive your order, or Maze may be required to collect the tax at checkout to send to the tax authorities. When buying from a seller in your country, you may be charged sales tax or VAT depending on your country’s requirements for online purchases. Purchases for which Maze is required to charge sales tax at checkout differ between states and countries. Jump to a section: Am I responsible for paying customs fees? When does Maze collect and remit US sales tax? When does Maze collect and remit VAT-type taxes? How does VAT work for digital purchases? How do I download my VAT invoice? Am I responsible for paying customs fees? Customs fees are placed on physical goods that are imported into a country from another country or territory. These fees are applied to international sales, but never domestic. As a buyer, you are generally responsible for paying the additional costs such as duties, taxes, and customs clearance fees. In some countries, Maze is obligated to collect taxes such as VAT on imported goods, which are then sent to tax authorities. Most customs charges are due once the package arrives in the destination country. The cost of the charges is based on: The price and type of item The package weight and dimensions, The origin country the package is being delivered from The taxes, duties, and fees of the destination country If you buy a package from a seller located in a different country, a notice is displayed at checkout saying that additional fees and duties may apply. However this notice does not mean that additional charges for your order are guaranteed. Your local customs office can be contacted to see if additional charges need to be paid for your order. If you only want to shop within your own country, use search filters to find local sellers on Maze. When does Maze collect and remit US sales tax? Maze is legally required to charge sales tax if the US state you’re in mandates it. The price you see on Maze for an item sold by a US seller is the price you pay, so you should not be charged any additional taxes on delivery. Check if your US state collects sales tax on online purchases. If you purchase something for a US tax-exempt organisations, learn how to submit a tax-exemption form to Maze. When does Maze collect and remit VAT-type taxes? VAT, or value-added tax, is sales tax based on the purchase of goods and services that are commonly found in the EU and select other regions of the world. Sales taxes have many names. For example, it is known as VAT in Europe; JCT in Japan; GST in New Zealand, Australia, and India; and GST/HST in Canada. Additional duties and taxes may be charged to buyers when physical goods are delivered cross-border between countries or states. If you’re in a country where Maze collects VAT or similar taxes, your cart details will show the item price, postage costs, and any additional add-ons such as gift wrap at checkout. For questions about the item’s prices and the inclusion of VAT, it’s best that you contact the seller directly. If you believe the incorrect VAT rate was charged, please reach out to us. How does VAT work for digital purchase? If Maze is required to collect the VAT or similar taxes, Maze automatically collects and adds the appropriate amount to the listing price when you purchase a downloadable digital item. Some examples of digital items: E-books Digital patterns Downloadable PDFs You can see the total price with VAT or similar tax included on each listing that applies, as well as in your cart, invoice, and purchase page. All digital downloads on Maze are considered B2C (business to consumer) purchases and therefore you aren’t required to provide a VAT ID (or similar tax ID). How do I download my VAT invoice? For physical items imported to Australia and New Zealand, you can download an official GST invoice. If you're located in the EU and the United Kingdom, you can see the VAT charges on your purchase receipt. Outside this, it's the seller's responsibility to provide a legally-compliant VAT invoice when required. The default receipt from Maze cannot be used for this purpose. If you need a tax invoice for your purchase, you’ll need to contact the seller directly before placing the order to make sure they can facilitate your request. VAT invoices for buyers in Taiwan If you’re located in Taiwan, we are partnering with Taxamo who will send the VAT invoice to the email address associated with your purchase. Learn more about VAT invoices in Taiwan.

When you sell on Maze, there are a few fees related to listing and selling an item. The fees most sellers will need to know are: Listing fees Transaction fees Payment processing fees If you use Maze tools such as Maze Ads or Offsite Ads, or if you purchase postage labels on Maze, there are additional fees associated with those services. Learn more about fees and taxes for selling on Maze. To view your Payment account, which includes fees and taxes you incurred from selling on Maze: Sign in and choose Shop Manager on Maze, or choose More on the Maze Seller app. Select Finances. Choose Payment account. If you have an Amount due, you can select Pay now, or use auto-billing if you’re in the US. Listing Fees When you add a product to your Maze shop, we call this a listing. Listing fees are the fees you pay to list products for sale on Maze. You’ll be charged a listing fee for each individual listing you post. The listing fee is a flat rate charge of 0.20 USD per listing. This fee is charged regardless of whether or not the item listed sells. The fee is automatically added to your payment account when you publish an item. Other types of listing fees include auto-renew sold, multi-quantity, and private listing fees. Auto-renew sold fees Auto-renewed listings automatically repost a listing if it’s purchased from your shop, saving you the time of manually reposting products. If you setup a listing to auto-renew and it’s purchased, you’ll be charged the standard $0.20 USD listing fee. Multi-quantity listing fees If you have variations of an item for sale in a single listing and a customer purchases more than one variation, you’ll also be charged the standard $0.20 USD listing fee for each additional item purchased from the listing. The additional charges won’t post until a multi-quantity purchase has been made. For example, if you had more than one item in stock for a particular listing, and a customer purchases two different variations of that item, your payment account would reflect the original $0.20 USD listing fee plus an additional $0.20 USD for the additional item purchased. Learn more about multi-quantity listing fees. Private listing fees Private listings are useful when you want to post a particular product for a private sale to a particular buyer. Private listing fees cost the $0.20 USD standard fee. Transaction fees Transaction fees are the fees Maze collects when a customer makes a purchase from your shop. Unlike listing fees, transaction fees are only collected on listings that sell. Transaction fee basics: Maze charges 6.5% of the total order amount in your designated listing currency. This fee applies to the total cost of the item, along with postage and gift wrap (if you charge your customers for those). You will see the charges itemised separately on your Payment account. The transaction fee amount posts automatically to your Payment account. Payment processing fees Payment processing fees are a set rate plus a percent of the total sale price of the item. This rate and percent vary by country. The fees are taken from the item’s total sale price, including its postage fees, and any applicable sales tax. Payment processing fees are charged on each transaction that uses Maze Payments. These processing fees appear in your payment account and are deducted prior to deposit. They are in addition to Maze's transaction fees. Sellers in India are charged India Payments fees for the processing of domestic sales. Learn about India Payments. Learn more about payment processing fees. Explore our Maze Shop Essentials to help you get started on Maze.

When you sell on Maze, you incur fees for using certain services. Your balance from sales, fees, and taxes is calculated and displayed in your Payment account. Learn how to manage your Payment account. If you’re enrolled in Maze Payments, your fees are automatically deducted from funds from sales. If your balance is negative at the end of the month, you’ll have an amount due on the first of the next month. When your outstanding balance is due, you’ll receive an email from Maze. Currency conversion All fixed-cost fees, like listings and Pattern, are published in USD. You can see the fixed USD cost for a fee in its description. Maze converts fees from USD to your payment account currency at the market rate at the time the fee is reflected in your payment account. This conversion may change if currency exchange rates change. Jump to a section: Listing fees Postage label fees Transaction fees VAT Pattern Advertising fees Maze Payments and deposit fees Listing fees Fee name What it means Listing - $0.20 USD per listing. - Fee is added to your Payment account when an item is listed. - Has to be paid regardless of resulting sales. - A listing expires after 4 months. Auto-renew expired - $0.20 USD per listing. - Fee added when a listing is auto-renewed. - Has to be paid regardless of resulting sales. - A listing expires after 4 months. When a listing is auto-renewed, the 4-month listing period starts over. Auto-renew sold - $0.20 USD per each additional quantity. - If you sell multiple quantities of a listing in one transaction you’ll owe a multi-quantity fee for each additional quantity. - If you sell more than one (1) item in an order, you've already been charged for listing that first item. We only charge you $0.20 USD each for the extra quantity you sell. Learn more about multi-quantity items. Private listing fee - $0.20 USD per private listing. - Fee is added to Payment account if the specified buyer purchases the item. Learn more about custom and private listings. Postage label fees Fee name What it means Postage Labels - Dependent on your selections when purchasing Maze Postage Labels. - Maze Postage Labels are available to sellers in certain countries. Learn more. Transaction fees Fee name What it means Transaction - 6.5% of the total order amount in your designated listing currency. This fee applies to postage and gift wrapping (if you charge your customers for those). Fee amount is converted to your Payment account currency at the market rate where your listing and Payment account currencies differ. - Different from the Maze Payments processing fee. - Doesn’t include transaction fees incurred with Pattern. - Charges for postage and gift wrapping fees will be itemised separately on your Payment account. VAT Tax name What it means Vat on processing fees -VAT may vary. -VAT incurred on processing fees. Vat on seller services -VAT may vary. -VAT incurred on seller services. Learn more about how VAT is collected on seller fees. Pattern If you use Pattern, you’ll see Pattern charges on your Payment account. Learn more about pricing and fees for Pattern. Advertising fees Fee name What it means Offsite Ads -If you made less than $10,000 USD on Maze in the past 365 days, you’ll be charged a 15% fee on the order total. -If you made at least $10,000 USD, you’ll get a discounted fee of 12%. -The Offsite Ad fee will never exceed $100 USD for an order, regardless of the order total. Learn more about Offsite Ads and read Maze’s Advertising & Marketing Policy for more details. Maze Ads - Fees for ads vary. - Maze Ads allows you to highlight your products in designated search results on Maze. Learn more about Maze Ads. Maze Payments and deposit fees Fee name What it means Payment processing fees -- Payment processing fees are charged on each transaction made through Maze Payments. - A set rate plus a percent of the total sale price of the item. This rate and percent vary by country. - Taken from the item’s total sale price, including its postage fees, and sales tax if you charge tax on the listing. Learn more about payment processing fees. Deposit fees - Only applies to sellers who accept payments through Maze Payments. - Only applicable in certain countries. - If your deposit is above the deposit minimum but below the fee threshold, you will be charged a deposit fee. Learn more about deposit fees. Currency conversion - If you list items in a currency other than the currency of your payment bank account, Maze converts your funds from Maze Payments to the currency of your payment account on your behalf. - A 2.5% fee is assessed when currency conversion is required. Regulatory Operating fee -For sellers in the UK, France, Italy, Spain, and Türkiye -Percentage is charged on your order total, which includes item price, delivery, and gift wrap (excludes tax collected by Maze). Learn more about this fee and percentages.

Maze collects and remits taxes as required by law in many countries and states. If you are purchasing something for a tax-exempt organisation, or the type of item is tax-exempt in your country or state, we can help. I’m making a purchase for a tax-exempt organisation If you’re making a purchase that qualifies as tax-exempt, such as a purchase for a certified non-profit organisation, select Contact support at the bottom of this page. When you contact Maze Support: Include the order number(s) for the order(s) that should be tax exempt Attach your tax exemption form We will review the information you send and may be able to refund the sales tax on your purchase. You may be able to get a credit for sales tax paid from your state. Contact the Department of Revenue for your state for further details. What is an acceptable tax exemption form? To process your tax exempt purchase, we need you to provide a valid form of exemption documentation for the state the order will be delivered to. Many states have their own certificate which you can find online. Additionally some states allow use of a "Multi-Jurisdiction Form" from the Multistate Tax Commission or a "Streamline Sales Tax Form" from Streamlined Sales Tax. My purchase should be tax-exempt in my state If you believe that the item you’re purchasing should be exempt from tax in your state, let us know using the Contact support button at the bottom of this page. Maze, Maze sellers, and local tax authorities all have a role in ensuring taxes are collected correctly.

Maze offers many delivery tools to help you set postage rates in your shop. Use delivery profiles if you have multiple listings with the same delivery settings. Offer discounted postage when buyers purchase multiple items. Offer buyers the option to pay more for faster delivery. Jump to a section: How much should I charge for postage? How do I add postage rates? How do I create a delivery profile? How do I offer free delivery? What if someone purchases multiple items from my shop? How do I add delivery upgrade? How much should I charge for postage? We’ve updated how postage price is factored into Maze search for US domestic listings for physical items only. This means that listings with postage prices lower than $6 will be prioritised in Maze search, with some exceptions. To see which types of listings are exempt from this, and to learn how to edit your domestic listing postage prices in bulk, view our article on postage price search visibility. US sellers can use the Maze Postage Calculator to determine rates with USPS or FedEx. US or Canada sellers can use calculated postage if you dispatch with USPS or Canada Post. Enter the weight and dimensions of the item and select the delivery services you want to offer. When a buyer enters their address and chooses a service, Maze will calculate the postage and add it to the cost of the order. If you live in another country or don’t want to use calculated postage, you can add your own postage rates to your listings. You determine your own postage rates, but the Seller Handbook can help guide you: Beginner's Guide to Delivery 4 Steps to Delivery Success How to Dispatch Anything Get tips and advice from other sellers in the All About Delivery section of the Maze Forums. What if I sell very bulky or heavy items? If you sell very heavy items, like furniture, consider mentioning in your listing descriptions that postage prices vary. Ask buyers to contact you before checking out for a postage quote. Then, edit the listing to add a postage rate and reserve it for your buyer. Learn how to reserve a listing. How do I add postage rates? Add postage rates when creating or editing a listing. Be sure to set a rate for each country where you'd like to deliver items. Many buyers only see Maze listings that are delivered to their country. How do I create a delivery profile? To reuse the same delivery settings on multiple items, apply a delivery profile. If you edit a delivery profile, it will update on every listing you’ve applied it to. Save a delivery profile after adding postage rates to a listing, or use the Delivery profiles page to create and manage your profiles. How do I offer free delivery? Free delivery can be an important tactic to entice buyers to complete a purchase. Learn more about offering free delivery. If you use calculated postage, scroll down to the Free delivery section of a delivery profile. Specify whether you'd like to offer domestic or international free delivery by checking the appropriate boxes. For delivery profiles, select Free delivery from the What you’ll charge dropdown. What if someone purchases multiple items from my shop? When you set fixed postage rates, you can offer discounted postage for multiple items when you add a rate for One item and an Additional item. One item price: The cost of delivering the item alone. Additional item price: The cost of delivering this item when added to an additional item in your shop. This could be either a different listing in your shop or more than one of the same item. To calculate the postage rate, Maze takes the listing with the most expensive One item price and then adds each Additional item price. For example: One item Additional item Item A 2.00 USD 0.50 USD Item B 1.00 USD 0.75 USD If a buyer purchases Item A and Item B, the total postage is 2.75 USD. We’ll take Item A’s One item price of 2.00 USD, since it’s most expensive, and Item B’s Additional item price of 0.75 USD. If three Item A are purchased, the total postage would be 3.00 USD. We’ll take the One item cost of 2.00 USD and add two Additional item costs of 0.50 USD each. If you offer calculating postage It isn't possible to set discounted rates for listings with calculated postage. For fixed rate items, the discounted rates are helpful because you can approximate what it would cost to deliver multiple items. You don’t need that with calculated postage, because the precise cost of delivering multiple items is calculated for you. If some of your listings have fixed rates and others have calculated postage, we first add the calculated postage on those listings in the order as normal. For the fixed rate listings, we’ll add your Additional item rates. How do I add delivery upgrade? You can offer your buyers delivery upgrade so they can opt for faster delivery at checkout. If you’re in the US or Canada and offer calculated postage, delivery upgrades are available based on which delivery services you’ve chosen to offer in your calculated postage settings. Otherwise you can enable delivery upgrades as part of setting fixed rates. How are buyers charged for delivery upgrades? The upgrade price is added to the initial item cost you set. When adding delivery upgrades, you can enter either a Domestic upgrade, an International upgrade, or both. In an order for multiple items, if a delivery upgrade is available on one item, it will be available for the buyer to select. The cost will apply to every item in the order, even for items whose delivery profiles don't offer the upgrade.

If you moved and forgot to update your Maze account, or you misspelt the address to send a gift to, don’t worry! You can change to the correct address for your order before it’s dispatched, as long as the new address is not in a different country. Jump to a section: Change the delivery address after you placed an order Change the delivery address during checkout Change the delivery address to a different country Change the delivery address after you placed an order If you placed an order with an incorrect delivery address, first check that your order hasn’t dispatched yet: Sign in to Maze. Click the Your account > Purchases and reviews. To the right of your order, you’ll see either Dispatched or Not Dispatched: My order is Not Dispatched yet If your item is Not Dispatched yet, you can contact the shop to update your address on the order or cancel your order. You can then re-order the items with the correct delivery address. Learn how to contact the shop. My order was already Dispatched If your item is Dispatched, check the seller’s policies to see if they are able to offer a replacement or refund. Each seller has their own policies that are on their shop homepage. Contact the shop to request a replacement or refund. You can also contact the delivery service to see if they can reroute the order. If your package is missing, most delivery services require that the sender open a claim. If this is the case, you may need to ask the seller to assist you. Change the delivery address during checkout You can update your address when you checkout on Maze: Add an item(s) to your basket. Click Basket. Choose how you’ll pay. Click Proceed to checkout. Sign in to your Maze account if you haven’t already, or click Continue as a guest. Under Delivery address, check that the address you want your order dispatched to is correct. If it isn’t correct, click Change. Select a delivery address or click Add an address to enter a new address. Click Dispatch here once you have the right address. Click Place your order. Change the delivery address to a different country If you need the delivery address on your order changed to a one in a different country, you’ll have to cancel your order and place it again with your new address. Learn how to request cancellation from the seller.

Each seller on Maze can determine their own delivery methods. To see if a seller offers delivery upgrades, check their shop policies on their shop homepage. Shipping upgrades are completely optional, and you can choose the option in your shopping basket during checkout.

You can check the delivery status of your order on Maze or the Maze app. If the seller added a tracking number, you can use that to get detailed information about the package’s movement through the delivery company. If you’re worried your gift may not arrive on time, you can print and share this card to let the recipient know that something special is on the way. How to find your order’s delivery status To find your order’s delivery status: On Maze: Sign and go to Your account. Go to Purchases and reviews. On the Maze app: Go to You. Tap Purchases. The dispatch status is to the right of your order. You’ll also see an estimated delivery date showing when you can expect the order to arrive, and a tracking number, if it’s available, for your order. What do the delivery statuses mean? The delivery statuses on your Purchases page let you know where in the delivery process your order is. If the status is Not Dispatched, the seller hasn’t completed the order yet or didn’t update the order on Maze. Once the seller has completed the order and is ready to dispatch, you'll get an email dispatch notification from Maze. On your Purchases page, your order can have one of the following statuses: The different delivery statuses: Dispatched means that the seller has completed the order on Maze and is on its way. Pre-transit: The seller added a tracking number and it is pending scanning at the delivery facility. In Transit: The seller has dispatched your order and is on its way to you. Delivered: The package has arrived, and you can now leave a review for your order. If the estimated delivery date has passed and your order still shows as Not dispatched, it’s possible that the seller forgot to mark the order as complete on Maze or hasn’t dispatched it yet. If you need clarification, go to your Purchases page and select Help with order. How to track a package If the seller used a delivery company that is directly supported by Maze and has added a tracking number, you’ll see a Track Package button next to the order on your Purchases page. Select Track Package to see detailed information about your package’s status. You can also see delivery information in the dispatch notification emails for your order. Select Track Package in the email notification to view the status of your delivery. If your seller used a delivery company not supported by Maze, but has provided a tracking number for the order, you can find it by selecting View Receipt next to the order on your Purchases page. Some international or cross-border packages won’t show tracking once the order leaves the departing country. The tracking status should update when the package arrives in the destination country. My order doesn’t have a tracking number Not all delivery methods include tracking information. If a tracking number for your item was not provided, contact the seller for help. How to get your delivery status or track your order without an Maze account If you purchased an item using guest checkout, you’ll receive a confirmation email once your order has dispatched. If your seller has included a tracking number, you can select Track your package at the top of the email. If you checked out as a guest, you can still reach out to the seller by replying to the receipt that was emailed to you after purchase. What to do if your order doesn’t arrive If your order doesn’t arrive and your order qualifies, you’ll receive a full refund as part of Maze’s Purchase Protection programme. Learn how to start the process. We recommend that you try to locate the package before you start the refund process: See if someone else in your household or office accepted the package. If the item you purchased isn’t time-sensitive, try waiting a day. Sometimes the carrier needs some extra time to deliver the package. Contact your local post office or delivery centre to see if the package is there.

You can open a case to get Maze’s help with an order after you’ve contacted the seller and your order becomes eligible. For qualifying orders, you’ll receive a refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos. Jump to a section: How to open a case How to choose a case type I don’t see the option to open a case How Maze will help you How to close a case How refunds work How to open a case To open a case: Sign in to Maze and go to Your account. On the Maze app, sign in and tap You. Go to Purchases and reviews. Select Help with order next to the order you’re interested in. On the Maze app, tap the order you’re interested in, then tap Help with order under your order. Select Still need help? If you haven’t received any answer from the seller, this option is available 48 hours after sending a Help with order request. Select Yes, I want to open a case. Choose your reason for opening a case and select Next. Provide the supporting details for your case. Select Submit To open a case, you must have an Maze account. If you ordered as a guest, create an Maze account and link your order. How to choose a case type When requesting extra help from Maze, there are three types of cases that you can open. I don’t see the option to open a case If you don't see the option to open a case, you might instead see information that it is too early, too late, or a Help with order message needs to be sent to the seller. You may also have ordered as a guest. When can I open a case? Before you can open a case, both of the following conditions must be met: The maximum estimated delivery date for your order has passed. And 48 hours have passed since you sent the seller a Help with order request. If it is still too early for you to open a case, a callout displaying the date and time you can start the case process will be shown in the Still need help? section of your Help with order request. The callout also shows how long you'll have to open a case before that order is no longer eligible, which will be 100 days from your orders estimated delivery date. What should I say in my message to the seller? When you message the seller about an issue with your order, let them know why you’re reaching out and what your desired resolution would be. Give as many details as you can about your order, and provide photos if the item is damaged or different from what you ordered. How Maze will help you When you open a case, Maze will work with you and the seller to ensure that we have all the information we need to reach a resolution. With Maze’s Purchase Protection programme for qualifying orders, you will receive a full refund if your item arrives damaged, is not delivered, arrives after the maximum estimated delivery date, or is not as described. After you open a case, all communication with the agent will take place in your case log. To resolve your issue as quickly as possible, please provide all information that Maze requests in the case log. This may include: Photographs Measurements of items received Third-party evaluations Anything else that we may need to resolve the case When Maze makes a final decision, we’ll let you and the seller know. Items that arrive late due to forces outside the seller’s control, such as a carrier strike, severe weather event, war, civil unrest or similar event, as determined by Maze in its sole discretion, do not qualify for Maze’s Purchase Protection Programme. How to close a case If you’re satisfied with the resolution of your case, you can close it A case will close automatically when: A full refund is issued. You've contacted your card provider or the Payment Provider to dispute the charge. How refunds work If Maze determines that the item you received doesn’t match the item that was listed, the seller must refund: the cost of the item; the original shipping cost; and the return shipping cost. In some cases, Maze may issue the refund on the seller’s behalf. Refunds processed by Maze must take place within 180 days of the date of the transaction. After 180 days have passed, Maze is unable to support a refund for your order. What if I paid through another Payment Provider? Depending on the location and payment settings of your seller's Maze shop, your payment may not have been processed through Maze Payments, but through a Standalone Payment Provider. If that is the case you may need to open a dispute with the Payment Provider within 180 days of the purchase date to request a refund. For more information about the process, contact directly. Third-party payment processors may have different policies. Please review the policies of the payment processor you used. What if I disputed a charge or filed a chargeback? If you filed a chargeback for an order or otherwise disputed a charge with your financial institution, the seller can’t issue a refund on Maze and you won’t be able to open a case. This is because only one method of credit can be issued. Contact the financial institution where the dispute was filed for further information about a credit. Financial institutions include banks, card companies, and Payment Providers, and usually pertain to the original payment method. Learn more about chargebacks.

If you and a buyer agree to a return for an item from your shop, there are a few approaches you can take. Generally, to help a buyer with a return, you should: Coordinate the return. Wait to receive the item. Refund the item or order. How to coordinate a return To coordinate a return with a buyer, first work with the buyer to decide: Where the buyer should send the item (generally to your address) The time frame in which you want to receive it Who will be responsible for the cost of return postage, if you don’t state this in your shop policies Then, decide how to handle purchasing the return postage label. If you’re a seller in the US, you can purchase a return postage label on Maze for the buyer. You can also purchase the label from the delivery service you prefer, or the buyer can purchase the postage label. How to coordinate a return if you purchase the postage label To coordinate a return: Purchase return postage on the website of your preferred carrier using your address as the destination and the buyer's address as the origin. Download the label as a PDF. Email the PDF label to the buyer, or send it as an attachment in a message on Maze. Your buyer can then print the label and use it on their package. Wait for the package to be returned. If you used an Maze postage label, you’ll generally be charged for the label a few days after you receive the package. Refund the order. You can also issue a partial refund to recoup return postage costs, depending on who agreed to pay for return postage. How to coordinate a return if the buyer purchases the postage label To coordinate a return: The buyer can purchase the postage label either online from their preferred delivery carrier or at a location near them. Wait for the package to be returned. Refund the order. On Maze, you can’t refund an order for more than the original amount paid. If you agreed to pay for return postage, one option is to send the funds for the postage label through PayPal. Can I purchase a return postage label on Maze? If you’re a seller in the US, you can purchase a return postage label through Maze. Currently, we don’t offer return postage labels on Maze for sellers in other countries.

If you need help with an order, the seller you purchased your order from is the best person to help you. Sellers can help if you need to: Check your order status Update your delivery address Make a change to your order Request a refund, return, or exchange Request a cancellation If you contacted the seller more than 48 hours ago, choose Open a case so Maze can help you. For qualifying orders, you’ll receive a refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.

To close your Maze account: Open Account settings. Scroll down to the Close Your Account section. Select a reason for leaving Maze and add an optional comment. Choose Close Account. Closing your account won't free up your email address, username, or shop name for re-use on a new account. Learn how to re-use your email address on a new account. Make sure to leave any reviews for recent orders before closing your account. You can leave reviews by going to your Purchases and reviews. Learn more about Maze’s review system. I want to permanently delete my Maze account You can permanently delete your Maze account from your Privacy settings. Scroll down to Permanently close and delete your Maze account and choose Begin the process. I don’t see the Close Account button If you don't see the Close Account button, you may have an amount due on your statement or an open case reported in your shop. As soon as you settle your payment account and/or resolve your open cases, you'll be able to close your account. I got an error message when I selected Close Account If you changed your email address on the account less than 7 days prior to attempting to close your account, you will see this message: You have changed your email recently and therefore can't close your account. This is a security measure to protect your account in the event that it is compromised. How to open a new account with the same email address If you plan to open a new account on Maze with the same email address, you can change the email address on file with your current account before closing it. This way, you can use the email address again on your new account. To change your email address on file: Open Account settings. Scroll down to the Email section. Enter your new email address and your current password. Choose Change email. After you change your email address, you can close your account. Then you can open a new account with your preferred email address.

On Maze, we ask that members respect each other's privacy and personal information. Don’t publicly post another member's personal information without their explicit consent, and please use discretion in disclosing your own personal information. Examples of personal information: Full names Home or other physical addresses Email or other online contact information Telephone numbers Credit card numbers Tax identification numbers (national insurance, etc) The content of a private email or message to another member or Maze employee Private information in listings If you believe that an Maze listing includes your private information, you may report this using Maze’s site-wide reporting tool. Private information in the Maze Community Maze members may not post private or personal information in the Maze Community and content that harasses, targets, insults, trolls, or calls out other members is prohibited. If you believe that another member is singling you out or sharing your personal information without your consent in a Forums post, you may flag it for review by our Forums team.

Members may be permanently or temporarily suspended. Suspended members generally receive an email indicating the type of suspension (permanent or temporary) and the reason why the account was suspended. Learn how to reinstate your temporarily suspended account. Maze takes policies very seriously, but we also know extenuating circumstances can happen, like medical or family emergencies, natural disasters, etc. You have the opportunity to appeal a permanent account suspension. Our specialists will make a final determination about your account status based on the new information you submit. When should I file an appeal? File an appeal if your account has been permanently suspended by Maze and you’ve resolved the issues that lead to the suspension. You have 6 months from the day your account was suspended to file an appeal. If you miss this window, your account will remain permanently suspended and you won’t be able to appeal. When shouldn’t I file an appeal? If your account is just temporarily suspended, this can be resolved by other means, like paying an overdue billing balance or resolving open cases. If you received an email from Maze that mentioned your account is suspended and asked you to reply back to that email when the problem is resolved, your account is only temporarily suspended. The best way to communicate with Maze is to reply back to that email. If a listing was removed by Maze, but your account is still active, you won’t be able to file an appeal. Instead, search for an email from Maze explaining why it was removed and be sure you understand our policies for what can be sold on Maze. How do I file an appeal? To file an appeal: First be sure you thoroughly understand Maze’s House Rules. If you’re a seller, make sure you don’t have any listings that violate our Prohibited Items Policy, Maze’s Creativity Standards, or Intellectual Property Policy. Resolve all outstanding account issues, including resolving open cases and paying any outstanding balances. You have 6 months from the day your account was suspended to file an appeal. If you miss this window, your account will remain permanently suspended and you won’t be able to appeal. File an appeal Open the Appeals Centre and sign in to your suspended Maze account. Choose the reason for your appeal. If selecting Other, enter a reason. Add any actions you’ve taken to address the issues that caused the suspension. Add how your practices will change if you regain account access. Add any documents to support the appeal. Choose Submit Appeal. Before submitting, be sure you’ve entered all the information as you intend. Be transparent and forthcoming about the issue that caused the suspension and your actions to resolve it, like refraining from listing items that violate Maze's policies. Demonstrate that you understand the policies and know how to meet them going forward. What happens after I file my appeal? A specialist will review your appeal and your account history, and reply with a final decision over email. Due to the complex nature of these investigations, it can take up to two weeks to receive a decision. Submitting an appeal doesn’t guarantee reinstatement of your account privileges. The appeal only ensures that a qualified specialist will conduct a review of your account history and information to determine the status of your account. What happens if my appeal is unsuccessful? If a specialist determines that your account will remain permanently closed, there will be no further consideration of reinstatement. This decision is final.

If you forgot your password: On Maze, visit the Reset your password page. Enter the email address on file with your Maze account. Select Submit. You'll receive an email containing a link to reset your password. Look for an email from Maze with the subject Reset your password. Select Reset your password in the email. Enter your new password. Confirm your password by entering it again. Learn how to create a secure password. Select Set Password. If you know your current password but want to change it: Sign in to Maze and go to Account settings. Go to the Password section and fill out your current password, new password, and confirmation of your new password. Learn how to create a secure password. Select Change Password. Passwords can’t be changed or reset on the Maze or Maze Seller apps. I haven’t received my password reset email If you haven’t received the password reset email: Check if the email is in your spam/junk mail folder. If you use Gmail and have category tabs enabled, look in Social and Promotions. Add lostpassword@maze.shopping to your address book or safe list. Then try to reset your password again. I reset my password but still can’t sign in If you still can’t sign in to your account after resetting your password, make sure that you: Use the most recent reset password email. Delete all the password emails and try resetting your password once more. Use the correct email address when signing in. Send the password reset email to the correct email address. Disable any auto-fill or "Stay Signed In" options within your browser or on Maze. The saved information could be outdated. Enable cookies for Maze in your browser settings.

Buyers use Maze’s five-star review system (⭐️ is the lowest, ⭐️⭐️⭐️⭐️⭐️ is the highest) to review their purchases. Jump to a section: When a buyer can leave a review How to see your reviews When a buyer can leave a review Buyers have 100 days to review an order, beginning on the delivery date or estimated delivery date. For digital items, the 100-days begins when the buyer downloads the file(s). If your order has delivery tracking, the delivery date is when the delivery company marks your order as Delivered. If your order doesn't have delivery tracking, the estimated delivery date is the purchase date + processing time + delivery days. Learn more about when a buyer can leave a review. Learn how to set up or change a processing time for a listing. When can buyers review items purchased in person? Reviews can only be left for items sold through Maze. If you sell an item in-person through Square, the buyer can't leave a review on Maze. The buyer may be able to leave a review in Square. How to see your reviews You can also download your reviews into a JSON file. What does my review score mean? Your score is an average of the star ratings you've received in the past 12 months. You're welcome to respond to buyer reviews. Can other buyers see review photos or videos? If a buyer includes a photograph or video in their review, this will be visible to anyone who looks at your reviews. What if I receive an inappropriate review? If you feel as though the review, or its photo or video, is in violation of our policies, please select Report this Review directly under the review. Learn what to do if you receive a negative review. Maze employees may remove reviews that violate Maze’s policies or guidelines. Reviews or comments which are removed by Maze employees can't be reinstated.

Once a buyer makes a purchase, only the seller can cancel a sale. Once you cancel the transaction, the buyer will receive a full refund for their order. If you're unable to complete a transaction, we recommend that you notify the buyer over Maze Messages before cancelling the transaction. How to cancel an order To cancel an order: On Maze.com, go to your Shop Manager. Select Orders & Delivery. Access the Cancel an order page, which can be done in two ways: Desktop only: Select the three-dot icon next to the order you want to cancel. Then, choose Cancel. Desktop and mobile web: In the Order Detail overlay, select More actions. Then, choose Cancel. Select a reason for the cancellation from the dropdown. You’ll then be able to see the refund amount due to the buyer. In the text box below the buyer’s refund total, write an optional message to your buyer. Choose Cancel order. To cancel a sale on the Maze Seller App, go to More and select Cancel order Before you begin the process of cancelling an order: First, check that your transaction meets the requirements in Maze's cancellation policy. Request refunds for any unused postage labels associated with the order. Gather any information from the order that you may need for your records. What happens after I cancel a sale? Once it is cancelled, Maze considers an order or transaction to be over and voided. However, it can take up to 48 hours for the cancellation to fully process, and 3 to 5 days for the refund to appear in the buyer’s account. During this time, a review can be left and edited if the order is still within its review eligibility window. Cancelling a sold-out item doesn't put the item back in your shop, but you can quickly renew it. If the buyer paid through Maze Payments, then you’re done! However, if the buyer paid through another method, you’ll need to refund them through that payment method. Maze automatically credits you for the related listing and transaction fees. You won’t accrue any additional fees for cancelling. Once the order is cancelled, that transaction will be removed from the sales count on your shop homepage. Cancelled orders appear in Orders & Delivery under the Complete tab. How do I pay for a refund? If you refund a buyer through your Shop Manager, your Maze transaction and processing fees for the refunded transactions are automatically refunded to your Payment account. If you don’t have enough funds in your Payment account, your credit card on file will be charged the remaining amount of the refund. If the order you want to refund is still processing, you can’t refund or cancel yet. Most orders paid for with Maze Payments to process within 24—72 hours.

The bank account on file for Maze Payments is the bank account where your available sales funds will be deposited, per your deposit schedule. Learn how to set up your deposit schedule. The name on your bank account must match the name or business entity you have entered on your Legal and tax information page. The format you must enter for your bank account varies by country. Find the bank account format for your country. If you change your bank account, your net earnings will be available for deposit 5 days after you update your bank account. The 5-day delay doesn’t apply if you’re only verifying a bank account already on file, and not changing the bank account. This article is intended for sellers who receive deposits directly to their bank account. Jump to a section: US bank accounts Bank accounts outside the US Troubleshooting My new bank account is in a different country US bank accounts When opening your shop, add your bank details on the How you’ll get paid page. To update your bank details after your shop is open: On Maze.com, select Shop Manager. If you're using the Maze Seller app, select More. Choose Finances. Select Payment settings. If you’re using a mobile device, you may be asked to verify your bank by signing in to your bank’s mobile app. Some smaller banks and credit unions may require a period of 3–5 business days to verify your details. If you’re in the process of opening your shop, you’ll need to wait until this is completed before you can finish opening. We’ll notify you by email when your bank is verified. How to manually verify your bank with test deposits As an alternative to entering your username and password for online banking, you can verify your bank account with your bank account routing and account numbers. The description for the deposit on your online banking statement will contain a 3-letter code, beginning with a # sign. Once you see the deposit in your bank account, go back to Plaid in your payment settings to enter the 3-letter code. You don’t need to enter the # sign. If you don’t have access to online banking, please call your bank directly for help identifying the required 3-letter code. Plaid shows how the 3-letter code could appear on your statement It may take as little as 1 business day for the deposit to appear, although most sellers will receive it within 3-5 business days. You must complete the verification within 30 days or your shop will be suspended until you verify. After several failed attempts to enter and verify your bank details, your shop may be suspended, and you’ll be required to contact Maze Support for further help. These important security measures help protect your financial information. Bank accounts outside the US If your bank account is located outside the US, you can update your bank details in your Payment settings. If your shop was opened after 1st March 2022, you can add your bank account after your first sale. Be sure to add your bank details within 30 days of your first sale to avoid your shop being suspended. You’re required to verify your bank details within 60 days or your shop will be suspended. Verifying your bank account After updating your bank details, you must verify your bank account before you can receive any funds from your sales. My bank account is in a different currency from my Payment account If your bank account is in a different currency from your Payment account currency, you can upload a bank statement for verification. We’ll review it within 5 business days. We’ll issue deposits in your Payment account currency, even if your bank currency is different. My bank account is in the same currency as my Payment account If your bank account is in the same currency as your Payment account, you’ll receive a small deposit from Maze within 5 business days after you update your bank account or begin verifying your bank account after your first sale. Once you receive the small deposit in your bank account, enter the amount in your Payment settings on Maze. How do I get a test deposit after my first sale? Be sure to send the small deposit your bank details within 30 days of your first sale to avoid your shop being suspended. How do I verify my bank account after I get the small deposit? Wait until you see the small deposit in your bank account. Then, return to your Payment account on Maze. You will also see a Verify account button in Shop Manager under the Shop advisor section. This will link directly to verifying your bank account. You may be asked to upload a bank statement for verification if you enter the wrong deposit amount multiple times. We’ll review your bank statement within approximately 5 business days. Troubleshooting My new bank account is in a different country If you’re in the eurozone If your current bank account is located in the eurozone of Europe and you’re moving to another country within the eurozone, contact us for help updating your bank to the new country. If you’re anywhere else It’s not possible to change a bank account to another country. The best option is to open a new Maze shop. With your new shop, you can set your bank account to one in your current country. However, you can’t merge Maze accounts or transfer information from your original shop to your new shop. This means that shop data, including listings, reviews, or sales numbers, can't be moved over to a new account. You can include the URL for your original shop in your new shop to display your reviews and sales numbers to shoppers.

Interested in selling on Maze? Welcome! This guide helps you through the first steps of opening your shop, shares tips on how to get a strong start, and provides resources for further guidance along the way. Jump to a section: What can I sell on Maze? Create your shop Verify your identity Set up your payment and billing details Turn on two-factor authentication Set up your shopfront Adding listings to your shop Marketing, branding, and promotion Manage your shop Questions about setting up your shop? What can I sell on Maze? Maze is a place for items made by a seller, designed by a seller, handpicked by a seller, or sourced by a seller. Before you start an Maze shop: Review Maze’s Creative Standards to see what can be sold on Maze Review our Prohibited Items Policy to check if you can sell your items on Maze Ensure that you're in a location where Maze Payments is available Review our seller policies Learn about fees for selling on Maze Create your shop Before you create your shop, sign in or create an Maze account. You’ll use this account to run your shop and to buy from other makers on Maze. After creating your account, add your profile picture and bio to let other people in the Maze community know who you are. You need to complete the first step of opening your shop on a desktop web browser. Once your shop is open, you can manage your shop on the Maze Seller app. Verify your identity You need to verify your identity before setting up your shopfront. Maze partners with third-party company Persona to run identity and fraud-prevention checks. In order to verify your identity, you’ll need to provide a photo of your government ID and a clear selfie. During the onboarding process, Persona will compare your ID photo to your selfie to make sure they match. Learn more about how your information is used. Set up your payment and billing details To get paid on Maze, you need to connect your bank account to your Maze shop so that you can receive payments. You’ll also need to add a debit or credit card to your account to pay your bills from Maze. How to connect your bank account: From the How you’ll get paid page, fill out your personal information. At the bottom of the page, select the country where your bank is located under Where is your bank located? The steps to set up payments can vary depending on your location. Once this is finished, select Open your shop. Congratulations! You’re now ready to begin setting up your shop! Set up your shopfront Once you’ve signed up to sell on Maze, there are a few steps you need to take to complete your shop setup and prepare to start selling items. Like any online business, you should think through how you’re going to manage your shop. Consider things like production time, policies, and your plan for delivery. Add more listings to your shop Once you’ve completed all your shop sections, you are ready to start adding products to your Maze shop. When you add a product to your Maze shop, we call this a listing. Learn how to list an item. Marketing, branding, and promotion A marketing strategy is key to the success of your Maze shop. Marketing will help new customers find your products, lets you keep existing customers up to date with the latest with your shop, and can lead to an overall rise in sales. Start selling On Maze, we take pride in our sellers offering buyers a great experience. Read tips for offering great customer service. If you provide consistent, excellent customer service, you may become a Star Seller. Grow your business on Maze To take your shop to the next level, review our essential guides to get started with: Ultimate Guide to Starting an Maze Shop Delivery Marketing Listing photos Customer service Maze search Maze fees Your shopfront We also have plenty of other resources to help you learn more about selling on Maze: Explore the Seller Handbook for in-depth guides on everything you need to run a successful business on Maze. Listen to the Maze Success podcast. Watch our videos on YouTube. Connect with our community of talented and knowledgeable sellers in the Maze Community. Enrol in an Maze U class to learn from experienced sellers.

You can check the delivery status of your order on Maze.shopping. If the seller added a tracking number, you can use that to get detailed information about the package’s movement through the delivery company.

If you need to return or exchange an item, the seller you purchased your order from is the best person to help you. Each seller on Maze manages their own orders, and makes decisions about cancellations, refunds, and returns. Learn more about getting help with your order. How do refunds and returns work on Maze? Sellers aren’t required to accept returns, exchanges, or provide a refund unless stated in the return policy on their listing. If the seller is willing to accept this return, be sure to settle on the details in a message before returning the item. What are listing policies? Each seller on Maze is responsible for setting their own policies regarding refunds, exchanges, and returns on every item they list for sale. A seller can choose to offer different return policies, or decline to accept returns on specific items they sell. If you’re making multiple purchases from the same shop, you may want to check the policies for each item you’re buying. I’m located in the European Union If you are a buyer located in the European Union, some sellers are subject to comply with the EU Directive on Consumer Rights. EU buyers that wish to resolve an issue regarding a refund or an exchange with a seller are encouraged to use our case system since it is the most effective and fastest way to resolve disputes between buyers and sellers. However, if you do not want to use our case system, you have the option of using the EU Online Dispute Resolution Platform instead. The seller wasn’t able to help me If the seller isn’t able to help you, your next step is to request help from Maze by opening a case. With Maze’s Purchase Protection programme for qualifying orders, you’ll receive a full refund if your order never arrives, arrives damaged, or isn’t as described. To get help from Maze, you’ll need to choose your order, then select Open a case at the bottom of the page. Learn more about how to open a case with Maze. If you checked out as a guest, you need to link your order to an Maze account in order to open a case with Maze. Learn more about how to link your guest order to an Maze account.

You may be able to cancel your order depending on the shop’s policies. If you want to cancel, the seller you purchased from is the best person to help you. Each seller on Maze manages their own orders and makes decisions about cancellations, refunds, and returns. Learn more about getting help with your order. The seller couldn't cancel my order If the seller is unable to help you with cancelling your order, your next step is to let us know so we can resolve the issue. Choose your order, then select Open a case at the bottom of the page. Learn more about cases on Maze. The option to open a case becomes available after the order’s estimated delivery date. If you don’t see the option to open a case, it may be too early. Learn how we calculate your order's estimated delivery date. For qualifying orders, if the item you ordered doesn’t arrive, arrives damaged, or doesn’t match the item description or photos, you’ll receive a full refund. Learn more about Maze’s Purchase Protection programme.

If you need help with an order, the seller you purchased your order from is the best person to help you. Sellers can help if you need to: Check your order status Update your delivery address Make a change to your order Request a refund, return, or exchange Request a cancellation If you contacted the seller more than 48 hours ago, choose Open a case so Maze can help you. For qualifying orders, you’ll receive a refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.