Just a moment...
Loading...
Loading...
The What's In? Gazette · Legal Notices
How Charlie Keeps What's In? Safe
Last updated: 1 January 2026 · Jurisdiction: New Zealand
This explains every protection we have in place for buyers, sellers, and the platform.
Short version: we've thought of everything. Long version: read on.
Stripe-Secured Payments
All payments are processed by Stripe. Your card details never touch our servers. Sellers must have a verified Stripe account before receiving any funds.
Verified Before Money Moves
Sellers complete Stripe Connect KYC before receiving any payout. Buyers who raise non-receipt disputes complete Stripe Identity verification — deterring fraudulent claims.
Dispute Investigation
Our team reviews all disputes impartially. Evidence from both parties is considered before any decision is made.
Strike System
Fraudulent buyers receive strikes. Three strikes results in a permanent ban.
Tracked Shipping Encouraged
Tracked shipping is strongly recommended. If a seller ships untracked and you don't receive your item, the risk falls on them — not you.
Stripe-Secured Payouts
Funds are transferred directly to your verified Stripe account. No manual bank transfers. No delays beyond standard Stripe payout times.
Tracked Shipping = Protection
Use tracked shipping and your payout is protected even if a buyer raises a non-receipt claim. Untracked disputes default in the buyer's favour.
Evidence-Based Dispute Review
We don't automatically side with buyers. Tracking evidence and communications are reviewed impartially.
Dispute Claims Are ID-Gated
Buyers who raise a non-receipt dispute must complete Stripe Identity verification before the claim is processed. This deters fraudulent claims and protects your payout.
KYC stands for "Know Your Customer." It's a standard financial and fraud-prevention practice that verifies a person's real identity.
Sellers must complete Stripe Connect's KYC process before receiving any payout. Stripe verifies your identity and bank account details. This happens once, when you first set up payouts from your seller dashboard.
The most common marketplace scam is the "ghost buyer" — someone who receives goods then falsely claims non-receipt. To deter this, any buyer raising a non-receipt dispute must complete Stripe Identity verification (government ID + selfie) before the claim is processed. Buyers who browse and purchase without disputes are not required to verify.
Stripe Identity collects a selfie and a scan of your government-issued ID (passport or driver's licence). Stripe verifies these match. We receive only the result: verified or not verified. We do not see or store your ID documents.
What's In? absorbs the cost of KYC verification. There is no charge to users.
| Strike count | Consequence | Appeal available? |
|---|---|---|
| 1st strike | Formal warning recorded on account | N/A |
| 2nd strike | 14-day hold on dispute refunds. Platform restrictions may apply. | Yes, via support email |
| 3rd strike | Account suspended immediately | Yes — within 14 days |
| Verified fraud | Permanent ban. NZ Police referral (amounts over $500). | Limited review only |
False non-receipt claims (confirmed after KYC and investigation) · Failure to dispatch sold items · Listing prohibited items · Providing false information · Abusive behaviour toward other users or staff · Circumventing platform rules · Fee avoidance (completing transactions off-platform).
Email support@whatsin.co.nz within 14 days of suspension. All appeals are reviewed by a human. We aim to respond within 5 business days.
Stolen goods · Counterfeit or replica branded goods · Items subject to import bans in NZ · Unlicensed weapons, firearms, or ammunition · Controlled substances or drug paraphernalia · Child exploitation material (will be reported to NZ Police immediately) · Items that infringe intellectual property rights.
Products posing undisclosed safety risks · Recalled products · Items containing dangerous materials (lead paint, asbestos) without full disclosure.
Antiques requiring export permits · Native NZ wildlife products (feathers, bones, skins) · Medical devices · Alcohol (requires approval).
Click the Report button on any listing. Select a reason. We will review within 24 hours for urgent reports (child safety, illegal items) or within 3 business days for standard reports.
Visit the user's profile and click Report. Or email support@whatsin.co.nz with details.
We accept anonymous reports. However, we may need to contact you for more information in complex cases.
We will refer cases to NZ Police when:
We will notify the affected user that a referral has been made, unless doing so would compromise a police investigation.
Our team manually reviews disputes and accounts flagged for unusual activity. Unusual dispute rates trigger manual review. Accounts with multiple disputes are escalated for investigation.
Completing transactions off-platform to avoid platform fees is a serious breach of these Terms. First offence: formal warning. Second offence: permanent ban.