Receiving PawCover protected payments

TABLE OF CONTENTS

How do I enable PawCover and set a deposit?
How do I send a payment request?
How do I accept a payment request?
How do I decline a payment request?
When will I receive my payment?
How can a buyer leave me a review?
What if I need to change my saved bank account?

How do I enable PawCover and set a deposit?

PawCover is available for all breeders, but before you can accept a payment you have to verify your identity.

Deposits are optional and can be set during the advert upload flow, by editing an existing advert, or as you send an invitation to reserve or accept a request from a buyer. On the price settings of your advert, you can click to enable deposits. Once enabled, you can set the deposit amount you would like to take.

You have the flexibility to choose the deposit amount, but we set a maximum based on the total price of your pet. When a buyer sends you a payment request, you can always alter price and deposit before accepting.

How do I send a payment request?

When you feel a buyer is a good fit for your pet, you can click the "Invite to reserve" button in chat to start the PawCover payment request. Here's what you need to know about sending these requests.

If you haven't already used PawCover, you will need to verify your ID and bank details
It only takes a few minutes and you only have to do it once. To do this, follow the instructions on screen or have a look at the instructions provided here. Once your information has been verified you will move on to step 2. You only need to do this the first time you ever accept a payment!
Send the request using the "invite to reserve" button in chat
You will be asked to confirm the total price and deposit of the pet. You can also modify the total price and deposit in the case you are selling different pets in the litter at different prices.
Buyer receives notification of your payment request
The buyer will be asked to complete their PawCover payment via email and chat, choosing either to pay in full or make a deposit with the remaining balance due later. Once the buyer completes their payment, it is held securely by Pets4Homes. If the buyer pays a deposit, you will receive it in your bank account within minutes. The remaining balance will be transferred upon collection when the buyer selects "Confirm Rehoming." Both payments should be instantaneous, but they may take up to two working days depending on the bank.

How do I accept a payment request?

Buyers can also ask you to complete a PawCover payment when they feel certain your pet is the one. You always get the chance to decide whether to accept or decline the request. Here's what you need to know about managing these requests:

Notification of payment request
When a buyer sends a payment request, you will be notified through a Pets4Homes chat thread between you and the buyer. You will also be notified by email. Go to the relevant chat thread to see your notification.
Accepting the payment request
You can choose to accept the request by clicking the appropriate button.
When you click "Accept request" you will be able to modify the price of your pet if needed. For example, if you are selling two pets at once or if you have different prices per pet in a litter.
Verify your ID and bank details
Before you can finish accepting your first payment request you will need to verify your ID and bank details with our trusted partner Stripe. To do this, follow the instructions provided here. Once your information has been verified, the request will be accepted. You only need to do this the first time you ever accept a payment!
The buyer is prompted to pay
When you accept the request, the buyer will be asked to complete their payment via email and chat. They can choose to pay in full or make a deposit, with the remaining balance due at a later time.If the buyer pays a deposit, it will be securely held by Pets4Homes and transferred to your bank account within minutes. The remaining balance will be transferred upon collection when the buyer selects "Confirm Rehoming." Both payments should be instantaneous, but they may take up to two working days depending on the bank.

How do I decline a payment request?

To decline or cancel a payment with your buyer, please see this article.

If you decline a request, the buyer will be informed. We recommend messaging them in the chat thread to explain why you declined their request to help to avoid any confusion or misunderstandings. It's important to note that you shouldn't accept payment requests from buyers who have not yet visited you and your pet in-person. This will help ensure the safety of your pet as you can get to know the buyer during the visit.

When will I receive my payment?

After you accept a payment request, the buyer will receive a notification through both the Pets4Homes chat thread and by email. They will be prompted to pay via open banking or card by clicking the link provided in the email or chat. Once they have paid, we will transfer your money to you according to the following timetable:

Type	When should you receive your payment?
Deposit (optional)	Immediately after the buyer pays
Remaining balance	Immediately after the buyer confirms collection

Deposit transfer (Optional)

If you have enabled deposits, we will begin the process of transferring the deposit to you once the buyer has paid. Transfers are usually instant but rare circumstances they can take up to 2 days.

Remaining balance transfer

The remaining balance is held safely by Pets4Homes until the buyer confirms the collection of their new pet. During the collection visit, you should ensure that the buyer clicks the Confirm collection button in your Pets4Homes chat.

Once the buyer confirms the collection, you will receive an alert through both chat and email. As soon as confirmation is received, we will process the transfer for the remaining balance (or full balance if no deposit was enabled) to your bank account.

This transfer is usually instant, but can take longer on rare occasions. As long as you receive the confirmation email from us, you can be confident that your payment is on the way.

Note: If the buyer has successfully clicked "confirm rehoming" while picking up their pet, you must fulfill your committment to rehome the pet with them. You may not cancel collection, even if the payment has not yet arrived in your bank. The reason for this is that the buyer has already successfully paid the full amount. If you can see the buyer has successfully clicked "confirm rehoming," and you've received a confirmation email, but have not yet received your funds - the buyer should still take home their pet. Please contact us using the report button in chat so we can help to ensure the remaining balance is transferred from us to you.