Yes, registration at Surplex will remain free in the future.

The new Surplex website is built with the same user-friendly design as the previous one, so the key user experience remains familiar. You’ll still find auctions closing soon on the homepage, alongside personalised recommendations and popular items. Additionally, you can easily access features like the auction calendar, Direct Sales, search, or category pages through the website’s improved header. 

You can provide feedback by visiting our dedicated Contact & Support page on the website. There, you’ll find a feedback form to reach Customer Care, as well as additional contact options like our central email address and telephone number. All feedback and inquiries submitted through these channels are directed to our Customer Care team, who ensure that your comments reach the appropriate department. We look forward to hearing from you!

In the short term, the new system introduces automated settlements and an improved payment flow through Stripe, ensuring quicker and more efficient transactions for both buyers and sellers. The updated checkout process provides additional flexibility for buyers, while enhanced compliance and security offer a more reliable and trustworthy platform for all users. These improvements aim to simplify processes and create a smoother experience, ensuring that both buyers and sellers can navigate the platform with ease and confidence.

You can easily offer your machines for sale by filling out the form on our Selling page. Simply provide the necessary details and upload photos, and our team will get in touch with you shortly.

There are no transaction fees for sellers. This means you won’t be charged for costs related to payment providers or the processing of payments. Sellers only pay the applicable seller commission and any agreed additional costs. TBAuctions absorbs the payment provider fees, ensuring no extra charges for the transaction process.

After your lot has been sold and collected or shipped, it becomes eligible for settlement. Once approved by our finance department, a seller invoice is created, and your payment will be transferred to the bank account assigned in your company agreement.

On average, you can expect to receive your payment within 48 hours after settlement approval. As a Surplex seller, your settlement will currently be sent manually by our finance department.

For buyers, the current fee structure remains unchanged. The transaction fees, known as the buyer’s premium, are determined by the auction house and can vary depending on the category or specific project. These fees are clearly displayed on the respective item pages, ensuring full transparency. Buyers should consider the premium when calculating the total cost.

The bidding process will remain the same on the new system. However, the upgraded website offers enhanced performance and a more seamless, reliable bidding experience.

As before, deposits may still be required for certain auctions. However, the process has changed under the new system. Refunds for deposits, or any other invoice-related items, are now initiated through the 'Credit Invoice' view in the new system. TBAuctions directs Stripe, our payment provider, to process these refunds securely and efficiently. This updated approach ensures compliance with payment regulations while maintaining a seamless and reliable experience for buyers. 

Bidders will still be able to pay for won lots directly under the 'My Purchase/Ready to Pay' tab. Payment methods are configured based on your region.

For buyers in the SEPA region:

• Bank transfers

• iDeal (Netherlands)

• Bancontact (Belgium)

• P24 (Poland)

For buyers outside the SEPA region:

• Bank transfers (for orders above €350)

• Credit cards (for orders up to €350)

Credit card payments are limited to €350 outside SEPA and are disabled within SEPA due to associated fees and the right to dispute. This ensures a smoother and more secure payment process for all bidders.

Invoices, auctions, and lots you won before February 7, 2025, are not available in your user account on the new system. If you need access to this information, please contact your known Surplex representative or reach out to our Customer Care.

Yes! You can download the latest Surplex app here:

• Download on the App Store

• Get it on Google Play