FAQ
Our FAQ page has answers to all of the most common questions abous. Whether you're curious about listing, shipping, returns or account settings, you'll find clear and helpful information right here!
I have a question about...
👤 Account Management
Registration, User types, Profile settings, Forgot password, etc...
💸 Monetary Details
👤 Account Management
Keep your profile fresh and up to date in order to present yourself professionally to other users. It is easy to add a profile picture and write something about yourself (or the company that you are representing). You should also add your default sellers terms & conditions.
- Who can register, and how do I sign up?
Visit the sign up-page and fill in your information. It's free and easy to create a user! You must be at least 18 years and legally able to enter into a contract to register with us.
To complete your signup you need to verify your email address. You will receive an email with a link to confirm this shortly after registering. If you didn't receive the verification email please check your spam-folder or contact to us.
- What is the difference between Company and Private user type?
Company users
Comapny users are made for businesses, organizations or individuals that have a registered Tax ID / VAT-number. As a company user you will have to provide name, email and phone number - in addition to your company name, address and Tax ID / VAT-number.
Private user
The Private user is for individuals wanting to buy and/or sell products though Octopus. This type of account is not associated with a company and is in terms much simpler. We only ask for your name, email and phone number.
All users
Octopus enables all users to both sell (post listings) and buy (create orders) through the marketplace.
- Can I have multiple users assigned to a Company?
At the moment this is unfortunately not possible, but we hope to add this functionality in the future. For the time being we would recommend that you register your company with a shared mailbox (e.g. "secondhand@yourcompany.com") and carefully share login credentials with your colleagues. Remember that the email you use for registration is also the email Octopus will push notifications to!
- How do I change password?
Easy! Go to your "Account settings" and find the section where you can edit your Password settings. If you forgot your password you can simply hit the Reset password-option from the login screen.
- My login credentials doesn't work?
Octopus went through a massive system upgrade early January 2025. All user accounts made prior to this will have to re-register to use the new system.
If you have registered after January 2025 tr using the Reset password-option or contact us.
📋 Listings
At the core of Octopus is the content you provide: The listings! Create compelling and informative listings and update them continuously to improve the chance of selling.
- How do I make a listing?
This is a walk in the park! Make sure you are logged in to your account and choose Post a new listing from the menu. Fill in the equipment details and you are ready to start selling.
⚠️ In order to make a listing you must first provide us with your "Payout details". Read more about this in the Monetary Details-section.
- What listing type should I use?
Simple item/package
Simple item/package is for listings that consists of either one (1) item OR multiple items that you would like to sell together as a package.
- Use this listing type if you would like to sell 1x Shure SM58 microphone.
- Use this listing type if you would like to sell a complete PA-system as a package.
Multiple items
Multiple items is for listings that consists of several similar items that you would like to sell separately. Octopus will manage the stock of your items as the orders are coming in.
- Use this listing type if you would like to sell 14x Shure SM58 microphones individually (or in any amount from 1-14 per order).
- Why are there so many fields to fill in?
We believe that providing accurate and detailed information is essential for creating a great listing. Not all fields are mandatory, but by completing all fields, you ensure that buyers have a clear and informative shopping experience. This will help build trust by showing you know your product, and it will also reduce the likelihood of disputes by addressing any potential issues with the equipment upfront.
- I can't find the right category?
Are you selling something that doesn't fit into our main- or sub-categories? Please contact us and let us know.
- Prices? Is it ex. or inc. tax?
All prices on the Octopus marketplace are listed INCLUDED TAX unless stated differently. You should also list your equipment with tax included to avoid uncertainty with customers.
- How do I set the right price for my listing?
Balancing a good price with a quick, effortless sale can be tricky. How do you price your equipment attractively while ensuring both you and the customer are happy? Here are some tips to guide you. Keep in mind these are suggestions, not guarantees.
Check Current Retail Prices
Search online to see the current price for your item as if it was brand new. Prices may have changed or the item might be on sale, so don’t rely solely on what you originally paid. Buyers often research before purchasing secondhand.
Assess the Condition
Evaluate the condition of your item from the buyer’s perspective - how would they describe it? Is the equipment really in "mint condition"..? Be critical and let this assessment guide your pricing.
Research Secondhand Prices
Browse similar items in our marketplace, or other places online, to see what they’ve sold for. This is a strong indicator of a fair price.
General Pricing Tip
Secondhand items in great condition typically sell for 50% of their original price. If you want a quick sale, consider pricing slightly lower and share a link to your listing on social media for more visibility.
- Can I list items that are free/give-away?
We firmly believe that every piece of equipment holds value - it's simply about connecting with the right buyer. This marketplace is designed for professionals, and we prioritize listings that feature high-quality equipment. Therefore, we have chosen not to allow listings for give-away items.
We have set a minimum transaction size of NOK 200,-.
- How do I take good photos?
It is no secret that good photos help selling! In our experience, these tips tend to help you improve your listings:
- Avoid busy backgrounds (e.g your dirty warehouse floor). There are plenty of free AI tools out there that can help you remove backgrounds.
- Snap a few photos from different angles. Some of us even find equipment "sexy" and we want to see it in different positions.
- Spend 5 seconds to straight things up.
- Brighten and adjust you photos even more for that extra glow!
- Details-details-details! We love to see them (even if it's details about equipment damage).
Octopus supports .JPG and .PNG images up to 20MB.
- Why isn't my equipment selling?
Are your photos clear, bright, and in focus? Is the equipment captured without any distracting elements in the background? Have you set an attractive price, and are you offering shipping?
Great photos and competitive pricing make a huge difference when selling. You should also consider sharing your listing on social media.
- How do I close a listing?
To close a listing, go to Your Listings from the menu and locate the item you want to close. Click the three dots in the top-right corner of the photo, then select "Close Listing."
Why are you closing a listing though? Please remember that arranging transactions outside of our platform will hurt and undermine what we're all trying to achieve. Play nice, so we don't have to temporary or permanently suspend our users.
- Can I edit my listings?
You can always edit your listings - and we encourage you to do so. If your equipment is unavailable or you need to update the amount you have in stock, please follows these steps:
On desktop: Click your profile picture (top right corner), then select Your listings, then underneath the listing photo you click on Edit listing.
On mobile: Click the menu (top right corner), scroll to find Your listings, then underneath the listing photo you click on Edit listing.
💸 Monetary Details
This section covers everything you need to know about the financial aspects of using Octopus. Here, we explain our service fees, different terminology and steps to help you understanding our secure transaction process.
- What does it cost to use Octopus?
Joining and listing on Octopus is completely free of charge. We operate by the "no-cure-no-pay"-principle and only charge fees on actual orders and transactions. We charge fees to run Octopus efficiently and sustainably, and to continuously reinvest into maintaining and improving the platform.
The fees are percentages of the final price of an order, excluding shipping costs (if applicable). Here’s the breakdown:
8% seller commission
- Sellers commission is calculated from the Order total.
- Sellers commission is deducted by Stripe from the Sellers payout.
3% transaction fee
- The transaction fee is added to the Order total.
- The transaction fee is paid for by the Buyer.
- Can we arrange payments outside Octopus?
Please stay within the Octopus marketplace! We try to provide the best service for all parts of the trade within our marketplace. Arranging transactions outside of our platform will hurt and undermine what we're all trying to achieve. Play nice, so we don't have to temporary or permanently suspend our users.
- Payment vs Payout. What's the difference?
A payment happens when the transaction's checkout is initiated. This is the moment when the buyer/customer adds their credit card information, and their card is charged.
After a payment, the money is held in Stripe's system until the payout happens. A payout is the action of sending the money from the payment gateway (Stripe)'s system to the seller/provider's bank account.
- How is the transaction process?
The transaction process flow consists of these five steps, simplified:
- Seller Onboarding
- Buyer Payment
- Seller Accept
- Delay Period or Buyer Refund
- Seller Payout
Lets break it down:
Step 1: Seller Onboarding
Sellers link their Octopus-account to Stripe and provide bank details, KYC documents, and other verification information.
Step 2: Buyer Payment
Buyers select an item, complete checkout, and provide payment details. Stripe preauthorizes funds, which means they’ll reserve the money on the buyer’s card until the next step in the flow is completed.
Step 3: Seller Accepts
Sellers can accept or reject a buyer’s request. Upon acceptance, the payment is captured and transferred from the preauthorized funds.
Step 4: Delayed Payout or Buyer Refund
Payments are held until the seller fulfills the order. If the seller cannot deliver, the buyer is refunded. This ensures buyers receive their purchase or get their money back.
Step 5: Seller Payout
Once the transaction is completed and the buyer receives what they paid for, the money held by Stripe is released to the seller.
A more detailed visualisation of the order & transaction process can be found here.
- Why do I need to provide payout details before listing?
Octopus does not support cash in hand on collection. If you sell through us you will receive the payment straight to your bank account - and that is, in our opinion, a really neat feature!
In order for us to make this happen, sellers must provide their bank account details and onboard with Stripe. Sellers will also have to submit any necessary documents for KYC requirements (Know Your Customer) and additional information to verify their identity.
Octopus does not have access to your banking information - this sits securely with Stripe.
- Where is my payout?
We use Stripe, one of the world’s leading and most secure online payment systems, to ensure all transactions are handled safely. While Stripe typically processes payouts promptly, please note that transfers may occasionally take up to 10 working days (weekends excluded). Stripe also explains that the first-ever payout may take longer due to banks verifying and aligning account details.
If any issues arise with Stripe, we’ll be notified and will inform you right away. Should you have any questions or concerns, don’t hesitate to reach out - we’re here to assist you!
- Is it safe to pay?
We use Stripe to ensure all transactions are handled safely.
As a buyer you can be certain that all sellers on Octopus have to go through the KYC (Know Your Customer) process when onboarding with Stripe. This process must be completed before a seller can post listings.
If a seller accepts your order they will receive your payment as soon as you have the equipment in hand. If the seller declines your order - or simply forgets to accept it within the delay period, the money will be refunded.
Read more about the transaction process for more details.
📦 Logistics
We all like to take care of our equipment - especially when it is transported. Here is some key information about managing and handling pickup, shipping and delivery.
- Who is responsible for delivery?
There are two default delivery methods: Pickup and Shipping. Sellers can choose to enable one or both of these delivery methods when creating a listing.
Pickup
The customer can pickup the equipment, free of charge, from the provided address after purchase. Buyer and seller must arrange and schedule this through our messaging system.
Alternatively, the buyer can ask the seller if the buyer can book a courier to collect the equipment. We encourage sellers to help with packaging, weight and measurements for calucating shipping costs.
Shipping
If the seller has enabled shipping they will have to define a fixed shipping fee for the listing. The seller will also be responsible for the delivery.
If the listing allows the buyer to purchase multiple items the seller must also provide additional fee to charge for extra items included in the same shipping order.
- The seller is not providing shipping. What can I do?
Ask the seller if you as a buyer can book a courier to collect the equipment. The seller should help you with packaging, weight and measurements for calucating shipping costs.
- When can I send the equipment?
Once the order has been created, the buyer's payment is securely held by Stripe. We recommend that sellers ship the equipment as soon as they accept the order. Ideally, this should be done within 48 hours, but shipping within 1 week is acceptable if you have agreed on this timeframe with the buyer in advance.
- I have not received the equipment, what should I do?
Sometimes things can take a little longer than expected. We recommend reaching out to the seller through our chat system. If you're unable to get in touch with them, don’t hesitate to contact us - we might be able to help.
- What is expected / best practice?
For sellers
- Ensure your equipment is ready to go. If your equipment is unavailable for any reason, please edit or remove the listing.
- Arrange delivery quickly after accepting orders.
- Package the equipment thoughtfully. Think about how you'd like to receive it yourself: clean, secure, and nicely presented.
- Keep proof of shipping. Hold onto your shipping receipt in case there are any issues during transit. We even encourage that you take pictures of the parcels before handing them over to a courier.
For buyers:
- Be patient with sellers, but don't hesitate to send them a message to ask about the order status.
- Start to arrange delivery quickly after placing your order.
- Take a picture of the delivery as soon you have it in hand if there is a potential shipping damage.
- How do i calculate shipping?
To calculate shipping you'll need measurements and weight of your parcel(s).
At the moment, Octopus does not offer any third party integrations for calculating shipping costs. If the seller has enabled shipping for a listing they will have to define a fixed shipping fee.
As we have most experience with domestic shipping within Norway we can recommend checking out Profrakt as they integrate with several couriers and can handle both small and large parcels.
🛒 Orders
Managing your orders efficiently ensures a smooth and successful transaction experience. This section explains how to track, process, and finalize your orders. Whether you’re a buyer or a seller, we’ve got tips and tools to help you stay organized and ensure every deal goes off without a hitch.
- How do I make an order?
Buyers can purchase equipment from the listing page. It’s important you are aware that when you create an order, you are purchasing equipment from an independent Seller - Octopus does not own or store any of the equipment for sale. When the buyer has chosen their delivery method (or if there is no choice) and their quantity (if applicable) and click the buy now button, they proceed to checkout.
The checkout process looks different depending on the delivery method. If shipping is chosen the buyer must provide their shipping address, but if pickup is chosen the buyer will see the pickup address. There are also clear fields for payment information, the option to add additional messages, and a price breakdown.
Payment is made when the buyer click on “Confirm and pay” button. After this, buyers are presented with the order details page where further messages can be exchanged and most important: Mark the equipment as received.
After marking the listing as received, both parties can write reviews.
- I have received an order, what's next?
Once an order is made, sellers receive a notification both via email as well as on the marketplace as a notification. They can review the details and prepare the product for shipment or pickup as needed.
When an order is made stock is automatically adjusted. If the buyer orders many items, they are automatically subtracted from the available stock. With a stock quantity of 1 in a listing, once the item has been purchased, the listing automatically closes to prevent additional purchases.
Sellers can see all orders in the their Inbox. They can access the details for a specific order by clicking on it. Here they can also see the price breakdown, including the commission fee as well as shipping details, if applicable. The provider can also send a message to the customer and most important: Mark the equipment as delivered. After marking the order as delivered the seller will see a confirmation page.
The buyer will be able to see that the purchase has been accepted, can continue sending messages if needed, and mark the equipment as delivered. After the customer has marked the listing as received, both parties can write reviews.
- Does the equipment come with any warranty?
Sellers must give the buyer a minimum of 2 business days warranty as an inspection window to report any issues following delivery.
Sellers have the option to set a number of days warranty (minimum of 2 days to maximum of 5 years) per listing. In addition we encourage sellers to edit their profile to add their own terms & conditions. Buyers should pay attention to these fields in the equipment listing and the sellers profile.
However, other warranties and laws may also apply! Both manufacturer warranties as well as local or national laws for consumer and/or business purchases and sales exist. Be aware of your rights and responsibilities before selling/buying.
Octopus is not resposible for any warranties given by sellers, or agreed upon by buyers and sellers.
- Can I return equipment that I have purchased?
It’s up to each seller to specify their terms and conditions regarding returns. All sellers can edit their default terms and conditions from their profile settings.
As a buyer, be sure to carefully check the listing, as well as the sellers profile, before creating an order. Ensure that you know what you agree to before committing.
We always encourage our sellers to be honest about their equipment, providing photos of any wear and tear and clearly describing all details.
Equipment is "not as described" if it is materially different from what the seller described in the items listing for example:
- You received different equipment or a different version.
- The condition of the equipment is wrong. For example, the listing said "brand new in box", but the equipment has clearly been used.
- The equipment is defective, missing major parts, components or features, and this was not disclosed in the listing.
- The equipment is counterfeit.
- The equipment was damaged during postage.
If you're unable to contact the seller, don't hesitate to reach out to us - we may be able to assist in getting in touch with them.
- Can I get a refund?
When a transaction is cancelled, a full refund, including the Octopus commission, is initiated through Stripe to the buyer.
Payments by the buyer are refunded in full under these conditions:
- Auto-cancel after 14 days if no action is taken by buyer, seller, or Octopus after the purchase.
- Buyer marks dispute from delivered status, then the order is cancelled by Octopus, or auto-cancelled in 60 days.
- Octopus marks dispute from delivered status, then the order is cancelled by Octopus, or auto-cancelled in 60 days.
- Octopus cancels the transaction after the buyer purchase before any other action is taken by the buyer or seller.
- How do I open a dispute?
If you’ve received equipment that’s incorrect, damaged, or not as described, please reach out to the seller directly to resolve the issue before you open a dispute. Go to your Inbox and continue the conversation in the message thread with the seller. By contacting the seller this way, Octopus can track the issue, open a case if necessary, and assist when needed.
If you are not able to solve the issue, orders can be disputed by the buyer (or by Octopus) after a transaction is marked delivered and/or before it is marked received. You can open a dispute from the order message thread in your Inbox. Please reach out to us immediately if you open a dispute.
Disputed orders can either be cancelled (to initiate a refund) or marked as delivered (no action) by Octopus, depending on the outcome of discussions.
Disputed transactions are cancelled automatically by the system 60 days after the transaction is disputed, if no other action takes place.
- What are the different steps in an order/transaction process?
The order/transaction process consists of several possible steps. We can devide the process into states, transitions, and actions.
- States refer to the status at any given point in a order/transaction process. Typical examples of some of the possible states are purchased, received, complete or cancelled.
- Transitions move the process from one state to another. These are the steps between states. A transition is triggered by either buyers, sellers or the operator (Octopus) - and in some cases by automation or time/delay.
- Actions describe what happens as part of a transition. For example: Actions triggered by an order in complete-state involve creating a payout to the seller, while a canceled-state will trigger cancellation of the order and issuing a refund.
Here is an overview of the different states, transitions and actions that are available in at Octopus.
You can also read more about the transaction process here.
💬 Communication
Be kind, respectful, and thoughtful. Treat others how you'd like to be treated - it’s good for your karma! Communicate effectively. Check your messages regularly and respond as soon as possible, with as much information as possible.
- How does messaging work?
At the bottom of each listing, you’ll find a Contact link that connects you to a secure messaging system. All conversations between buyers and sellers are conveniently stored in your inbox (located in the menu), so you can easily continue your chats whenever needed!
Messaging is private between you and the other memeber. However, Octopus can access messages if required.
- How can I get in touch with the seller/buyer after the order has been placed?
Go to your inbox - you'll find all your message threads there. They are conveniently sorted by listings.
- How do I leave a review?
Review emails are sent to both buyers and sellers 10 days after an order has been accepted.
Reviews cannot be submitted before the email is received. Once the email arrives, you’ll have 10 days to submit your review.
Please note that after this 10-day window, it will no longer be possible to leave feedback. So, don’t miss the chance to share your thoughts within the given timeframe!
- Someone contacted me directly with a deal. What should I do?
It is tempting to contact a buyer/seller directly and settle the deal outside the Octopus marketplace. However, if this happens to you, please let the other party know that you are committed to Octopus, and will only trade here!
Remember that arranging transactions outside of our platform will hurt and undermine what we're all trying to achieve. Play nice, so we don't have to temporary or permanently suspend our users.
Still got questions?
No problem - contact us and we'll get back to you as soon as possible.