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Frequently Asked Questions (FAQs) about shopgoodwill.com

Can I become a seller on shopgoodwill.com?

Our seller services are available only to member Goodwills as defined by Goodwill Industries International. Our seller services are not available to the General Public. Revenues from auction sales fund Goodwill’s education, job training and job placement programs for people with disabilities and other disadvantages.

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Are my purchases tax-deductible?

No. When you purchase an item through shopgoodwill.com you are paying fair market value for the item, therefore, your purchase is not tax-deductible. If you make a monetary donation to a nonprofit organization and you receive a service or product in return, the tax-deductible portion is the difference between the actual value of the item or service and the total contribution amount.

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Does shopgoodwill.com auction automobiles?

Many Goodwill member organizations do auction donated vehicles on shopgoodwill.com, some are sold locally in Donated Vehicles auctions, and some are used as part of Wheels-to-Work programs that provide reliable transportation to help people stay on the job.

Search under the Transportation category on the shopgoodwill.com web site to find any vehicles currently listed for auction. You can also contact your local Goodwill for more information about purchasing donated vehicles. Visit www.goodwill.org to find a Goodwill headquarters near you.

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What is the difference between the “Going, Going, Gone” and “Ending Today” categories?

The “Going, Going, Gone” category lists auctions that will be ending within five hours or less. The “Ending Today” category auctions end within 24 hours.

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How do I e-mail a seller?

Seller e-mail links can be found on every item description page on shopgoodwill.com. You must be logged into your My shopgoodwill account to access the seller e-mail links.

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I sent an email to a seller but did not receive a response. How soon can I expect a response?

shopgoodwill.com is committed to providing the best customer support to our members. We will respond to you as quickly as possible, usually within 24 hours. If you have an urgent question, we will try to answer sooner.

If you do not receive an answer to your question within 24 hours, please see if you email program has a “spam filter” in operation, if so, this filter might be blocking shopgoodwill.com emails, or directing them to a “bulk” or “spam” mailbox.

Important account information communicated through email may be affected by any email filtering ‘SPAM’ software you have installed on your computer.

We use your email address to confirm your registration, send outbid or winning bid notices, respond to inquiries and to keep you updated about news and information relevant to your account.

To ensure that you receive important emails, do one of the following:

  • Add the shopgoodwill.com email address, info@shopgoodwill.com, or other shopgoodwill.com seller email address, to your address book.
  • Disable your email filtering ‘Spam’ software.
  • Contact your ISP customer support for more information on your SPAM filtering software.

Attention AOL Members
Each AOL member has their own spam folder, which is created when they sign onto one of the newer versions of AOL. Each member also controls their own spam filtering, by selecting which messages they receive are spam. After several such choices have been made, their filters will start automatically routing mail similar to those choices to the spam folder. Members can also train their filters to recognize legitimate mail which might have been sent to the spam folder accidentally by selecting the "this is not spam" option for that mail.

If you are an AOL member and would like to turn the Advanced Spam Filtering off, remove the mark from the checkbox on the Spam & Mail Controls' main screen. To clear your individualized Advanced Spam Filter settings, click the Clear Filter button. Mail from addresses in an AOL Member's address book will never be sent to the spam folder.

Please visit http://postmaster.aol.com/info/ipexpl.html for more information about the AOL Advanced Filtering.

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I tried bidding on an item in the last seconds of an auction but the system closed the auction early.

To view an auction in real time you must continuously click the refresh button to keep up with the auction clock. Although you start to enter a bid at 2.45:45 pm and the auction ends at 2:45:50 pm, the clock is still running as you type, and your bid may not be accepted and processed before the auction closes.

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Why did the auction I was bidding on end early?
Sometimes something goes wrong and a listing cannot be completed as planned. Reasons for ending listings early include:

  • The item is no longer available for sale
  • There was an error in the starting price or reserve amount
  • There was a significant error and/or discrepancy in the listing description
  • The item was lost or broken
  • The item was prohibited

If the auction you were bidding on ended early, your bid will be canceled and you will receive an email from the seller explaining why the auction was ended early.

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Why did the winning bid win the auction if it was only $ .02 over my bid and not the minimum bid increment?

The winning bid only needs to be at least the minimum bid increment over the last item price, not the last bid to win the auction.

Consider this example auction that started at $5.00 with a minimum bid increment of $1.00, bidderA was out bid by $.02.
You can see how proxy bidding (Maximum bid) can help you get the edge in your auction.

Complete Bid History (All Bids)
Bidder Bid Amount High Bidder    Item Price Time of bid
bidderA $15.00 bidderB $15.02 4/11/2006 7:44:46 AM
bidderB $15.02 bidderB $9.00 4/11/2006 6:28:54 AM
bidderA $8.00 bidderA $7.01 4/9/2006 11:56:11 PM
bidderB $6.01 bidderB $6.00 4/6/2006 8:30:12 PM
bidderA $5.00 bidderA $5.00 4/6/2006 6:56:07 PM

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I retracted my winning bid on an item won and now my account says I have one late payment.

Because bids are not retractable except in exceptional circumstances, if your bid was retracted after you were declared the winner of an auction, your obligation to pay for that item may not necessarily be removed. Therefore, a nonpayment ‘mark’ may be placed on your account. Removal of your obligation to pay is at the sole discretion of the individual Goodwill seller.

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Why won’t the system accept my bid?

Your bidding privileges may have been suspended due to accumulating three or more non- or late payments on your account. Contact customer service at info@shopgoodwill.com for more information on account and payment status.

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I can’t remember my Buyer ID and Password.

Follow these steps to retrieve your Buyer ID and Password:

  • Click the "Sign In" icon located at the top of the shopgoodwill.com home page.
  • Click "Forgot your buyer ID or password?" in the Sign In area near the middle of the page.
  • Click "Forgot your buyer ID?" You must be a registered buyer and have completed all steps of the buyer sign up process to use this.
  • Enter your email address. This email address must match your shopgoodwill.com account email address.
  • Your Buyer ID will be sent via email to your shopgoodwill.com email address.
  • Once your Buyer ID is received, click on the "Sign In” icon again.
  • Click "Forgot your buyer ID or password?" again.
  • Click "Forgot your password?"
  • Enter your email address. This email address must match your shopgoodwill.com account email address.
  • A temporary password will be sent via email to your shopgoodwill.com email address.
  • After signing into your account using your buyerID and this temporary password, you will be prompted to enter a new permanent password of your choosing.

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How do I update/change my shopgoodwill.com address, email or password?

Follow these steps to update your shopgoodwill.com account information:

  • Click the "My shopgoodwill" link at the bottom of the home page.
  • Log into your shopgoodwill.com account.
  • From your "My shopgoodwill" page click on Buyer/Contact Information.
  • Depending on what information you want to update, click on "Change Email Address", "Change Buyer / Contact Information" or "Change Password". The system will prompt you for either your Password, new Email Address and/or Buyer ID. You will be sent a confirmation email.

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Can I change my Buyer ID?

Your Buyer ID can only be changed by the shopgoodwill.com system administrator. If you would like to request a new Buyer ID please send an email to info@shopgoodwill.com.

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Can I use a P.O. or A.P.O. Box as my shopgoodwill.com bill to address?
The shopgoodwill.com system cannot accept P.O. or A.P.O. Boxes as your account address at this time. However, we understand that customers may have a P.O. or A.P.O Box as their credit card statement address therefore when paying for an order you can change your “bill to” address to a P.O. box by clicking on:

  • "Pay For This Item" from the open orders page.
  • "Online Credit Card Payment."
  • "Change Bill To Address" on the order summary page.
  • "Add new billing address" and enter your P.O. Box billing address.
  • Enter your credit card information on the next page and complete the payment process.

This does not permanently change your shopgoodwill.com account address but is used for the current transaction only.

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I paid for an item today and my account still shows the item as unpaid.

It may take up to 24 hours for the shopgoodwill.com system to update your account. Check back the next day to confirm that your payment has been recorded.

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What forms of payment does shopgoodwill.com accept?

shopgoodwill.com accepts Visa, MasterCard and debit cards with the Visa or MasterCard logo. (Payment options vary by each seller, please see the item's listing for complete list of payment options)


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What does it mean when my credit card is declined?

The last process in handling your order is that we go to your card issuer's approval center and try to obtain an authorization for the amount you are requesting to be charged. If this is declined, it is most likely because the issuer's card center refused to approve the transaction.

This can happen for any number of reasons. You may have entered the wrong credit card number, expiration date, billing address, or your bank may not allow Internet related transactions without first speaking with you. It may even be a computer error and the order might be approved if you attempt a second transaction.

A declined status simply means that we were unable to obtain an electronic authorization at the time you originally submitted the order. We have no control over the issuer's card center not approving a charge and we cannot manually enter orders into our system.

You might also try checking your computer's Internet security settings. If yours is set for the highest level of security, our system will not be able to process the order. You will need to reset this to MEDIUM, if only temporarily.

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Why was my credit card charged twice?

Many banks will place a hold on credit card account funds when they receive a request for payment until they receive an approval. If the transaction is not approved, a bank will usually release the funds within 24-72 hours depending on their policy. Please check with your banking institution regarding their funds hold policy.

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Does shopgoodwill.com accept PayPal?

No, the shopgoodwill.com web site does not accept PayPal at this time. However, some individual sellers have opted to accept PayPal and have separate PayPal accounts. Please check the auction description page to determine if the seller accepts PayPal and instructions on how to make payment to their account.

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Can I get an extension on payments due?

If you are going to be late paying for items won and would like to request an extension, please contact the seller of each item directly. Extensions are given at the sole discretion of the seller. Seller email links can be found on the item description page, above the item description.

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How are items shipped?

Once an auction has ended, the merchandise won is shipped via one of the following couriers: Federal Express, UPS or United States Postal Service (USPS). Each seller designates the shipping courier they will use to send merchandise to their customers. The shipping courier may differ from seller to seller.

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When will my item ship?

Your order will be shipped within five business days after receipt of payment. Orders that are being shipped to an address other than that of the billing address may be delayed by 24-72 hours pending addition verification.

Once your order has been shipped, you may track the delivery status through the "Shipped Orders" tab of your My shopgoodwill page. Click the tracking number across from the item and you will be linked to the shipper’s web site where you can obtain current tracking information on your order. Tracking is optional on packages sent via United States Postal Service. There is an additional fee for this service.

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Can I ship to a different address?

Yes, you can enter a different ship to address other than the address on your shopgoodwill.com account. When you are ready to pay for your items:

  • Sign into your account from the www.shopgoodwill.com home page
  • Click on the "Pay For This Item" link in the Open Orders section
  • Choose a payment method
  • Click "Change Ship To Address" on the order summary page
  • Click "Add new shipping address" and enter the alternate shipping address for the order
  • Click "Save Address", then "Continue With Your Order" to complete the payment process

This does not permanently change your shopgoodwill.com account address but is used for the current transaction only.

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How are shipping and handling charges determined?

Shipping charges are pulled directly from the shipping courier’s website and are based on the weight of the merchandise, including the box and packing material. Additional fees may be added for insurance and/or signature required.

The handling fee is determined by the seller of the item and may either be a 5% handling fee based on the final winning price of the item or a fixed amount.

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Why can’t I combine some items for shipping?

Items may be combined for shipping only if they are from the same Goodwill seller and close within seven (7) days of each other. When you click on Pay For This Item, all items that are eligible for combined shipping will be listed. Check the items you want to combine and the system will create one order.

You must pay for items to be combined at the same time. Once the method of payment has been selected for an item, it cannot be combined with another item won at a later date. If you have won an item and expect to win another from the same seller and wish to combine all items, you must postpone payment until you have won the second item (third, fourth item, etc.) but not exceed 7 days from auction close.

Please note that there is a 20-pound weight limit for combined orders. Due to the fragility, size, and/or weight of some merchandise, the seller may not offer combined shipping for certain items. Please read item descriptions carefully for combining shipment restrictions.

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Can an item be returned if it was damaged during shipping?

Items may be returned with prior authorization from the seller within seven (7) days of receipt if the merchandise was damaged during shipping or if there was a major distortion in the description. Returns will not be accepted without prior authorization. The seller will make arrangements for pickup, file a claim with the delivery company, and process a refund for you.

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How do I view auctions listed by my nearest goodwill location?

To view items by seller location, click on the search icon at the top of the shopgoodwill.com home page, select the location from the pull down menu in the seller area, click search and the web site will display only items listed by the seller selected.

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Can I have more than one account on shopgoodwill.com?

No. Only one account per person is allowed on shopgoodwill.com. Duplicate accounts found will be closed.

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What do the letters MIB, NIB, etc. in the item title or description mean?

  • MIB stands for “Mint In Box”
  • NIB stands for “New in Box”
  • NRFB stands for “Never Removed From Box”
  • MOC stands for “Mint On Card”
  • MIP stands for “Mint In Package”
  • LNIB stands for “Like New in Box”
  • COA stands for “Certificate of Authenticity”
  • NWT stands for “New with Tags”
  • NWOT stands for “New Without Tags”
  • EUC stands for “Excellent Used Condition”

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Why does the shipping weight state 30 lbs. or 70 lbs. when the item weighs less than that?

Most major shipping carriers assess additional charges on packages that exceed a certain size (i.e. length x width x height) limit set by the carrier, regardless of the actual package weight, resulting in an Oversize Shipping rate that is calculated using a billable weight larger than the actual package weight. Please note that the weight that appears in the shipper's tracking information may not reflect the billed Oversize rate. For more information on oversize shipping rates by carrier, click on the applicable carrier name below:

UPS - http://www.ups.com/content/us/en/resources/ship/packaging/dim_weight.html

FedEx - http://www.fedex.com/us/services/shipinfo/fees/descriptions.html#oversize

USPS - https://www.usps.com/ship/dimensional-weight-popup.htm

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Can items be picked up from the seller location to save on shipping costs?

Yes, most sellers allow items to be picked up from their location. Please check the item listing page carefully for pick up information and restrictions, and please contact the seller directly before bidding to confirm and make arrangements for pick up. Seller e-mail links can be found on every item description page on shopgoodwill.com. You must be logged into your shopgoodwill account to access the seller e-mail links.

To create a Pick Up order and obtain Pick Up hours and location information for an item, sign in to your “My shopgoodwill” page, go to the Open Orders section, click on the Pay for This Item link next to the item, select a payment method, and then select “Pick Item Up” as the shipping option for the item. This will create an order for the item without a shipping charge other than the handling fee set for the item by the seller, and this will also notify the seller that you will be picking the item up.

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Can I pay with a pre-paid credit card or gift card?

Pre-paid and gift-card credit cards must have a verifiable billing address associated with them, and they must have a 3-digit security code on the back of the card in order to be used to pay for purchases on shopgoodwill.com.

If the card you are using does not have a verifiable billing address or a 3-digit security code, you will need to contact the card-issuer for instructions on how to enable the card to be used to pay for items on shopgoodwill.com.

If you are unable to activate the card for online purchases, you will need to use a standard Visa or MasterCard credit or debit card. Please check the item listing page carefully for payment methods accepted by the seller of the item.


Why doesn't my temporary password work?

Please check to make sure you are entering your buyerID correctly, as well as the temporary password you received. To retrieve your buyerID, click on the "Forgot your BuyerID?" link on the Sign In page to have your buyerID emailed to you.


How do I get my purchase history?

To download all of your purchases from the previous 2 1/2 years to an Excel spreadsheet, please click on the "Export All Orders to Excel" button in the Shipped Orders section of your account information.


How do I close my account?

To close your account you must first be logged in to your account, then send an email to comments@shopgoodwill.com requesting to close your account.


How do I setup Personal Shopper searches?

If you wish to be notified when items you are interested in are listed on the site, you can use the Personal Shopper feature on your shopgoodwill.com account to create automatic searches and when items matching your search criteria are listed, you will be notified via email.

To create Personal Shopper searches, please sign into your shopgoodwill.com account, go to the Personal Shopper section and follow the instructions there.


How can I contact/find my nearest retail store?

Location and contact information for your nearest Goodwill store can be found in your local phonebook or by using the Goodwill locator at www.goodwill.org.


Why is my non-US registration not working?

If you are registering your account from outside the United States, the country you select when beginning the registration process must match the country from which you are registering in order for your registration attempt to go through.

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Copyright © 2014 Goodwill of Orange County. All rights reserved. Use of this website constitutes acceptance of the shopgoodwill.com Bidders and Sellers Agreements.
 
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