> ## Documentation Index
> Fetch the complete documentation index at: https://wiki.souqnaleb.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Buyer FAQ: payments, delivery, bids and returns

> Short answers to common Souqna buyer questions about accounts, paying on delivery, fees, bidding, cancellations, returns, disputes and support.

Quick answers for people buying on Souqna. For step-by-step help, see the [buyer guides](https://wiki.souqnaleb.com/buyers/find-items.md).

## Account

> [accordion] Do I need an account to buy?
>
> You can browse without one. To bid, buy, use the cart or save items, click **Sign Up** and choose a username. See [Sign up and browse](https://wiki.souqnaleb.com/buyers/find-items.md).

> [accordion] How do I change my password?
>
> Passwords are managed on the secure sign-in page, not in Souqna settings. Use the sign-in page's reset option.

> [accordion] What can I change in my settings?
>
> In **Portfolio → Settings** you can edit your username, first and last name and phone, and add, delete or set a default delivery address.

> [accordion] Is Souqna available in Arabic?
>
> Not yet. The site is in English.

## Paying

> [accordion] How do I pay?
>
> You pay the Wakilni courier when your order arrives, in **cash** or by **card**. You choose at checkout. Nothing is charged online.

> [accordion] Which currency are prices in?
>
> All prices are in US dollars.

> [accordion] What fees will I pay?
>
> On top of the item price: a buyer protection fee (currently $0.07 plus 5% up to $500, or 2% above $500), Wakilni shipping, and any optional verification ($10) or cleaning (\$5) you add. Checkout shows every line before you order. Try the calculator on the [Checkout](https://wiki.souqnaleb.com/buyers/checkout.md) page.

> [accordion] Can I use a coupon or make an offer?
>
> Not at the moment. Coupons are switched off, and Souqna has no make-an-offer feature. You can set a price alert on Buy Now listings instead.

> [accordion] Can I buy from several sellers in one order?
>
> No. Each seller's items are a separate order and delivery. You can combine up to 7 items from the same seller in one checkout.

## Bidding

> [accordion] Is my bid binding?
>
> Yes. If you win, you're expected to check out within 48 hours or the order is cancelled.

> [accordion] Can I cancel a bid?
>
> You can retract a bid within 60 minutes of placing it, unless the auction ends in less than 12 hours.

> [accordion] Why did the auction get longer?
>
> Some sellers turn on anti-sniping. A bid in the last 5 minutes adds 5 minutes to the clock.

> [accordion] I had the highest bid but didn't win. Why?
>
> The seller set a reserve price and bidding didn't reach it, so the auction ended without a sale.

> [accordion] What is auto-bid?
>
> Set a maximum and Souqna bids for you, only as much as needed to keep you in the lead. See [Buy and bid](https://wiki.souqnaleb.com/buyers/buy-and-bid.md).

## Orders and delivery

> [accordion] Who delivers my order?
>
> Wakilni. Track it on your order page with **Refresh tracking** or **Track with Wakilni**.

> [accordion] Can I cancel my order?
>
> Yes, while it's Pending Checkout or Awaiting Shipment. Open the order and click **Cancel this order**. After pickup, Wakilni or support must confirm.

> [accordion] What does 'Verified' mean?
>
> The Souqna team checked the item. **Verifiable** means you can pay to have it checked before delivery. **Trusted** and **Official Seller** describe the seller, not each item.

> [accordion] What if verification fails?
>
> Onward delivery is cancelled, so the item never reaches you and you don't pay for it.

> [accordion] Can I return an item?
>
> Souqna has no standard returns or refunds. If an item didn't arrive, isn't as described, is damaged or is fake, open the order and click **Report a problem with this order**.

> [accordion] Do I have to confirm delivery?
>
> Yes. When the order shows Delivered, check the item and click **Confirm Delivery**. That completes the order and lets you leave a review.

## Help

> [accordion] How do I contact Souqna?
>
> Tap the chat button at the bottom-right of the site for WhatsApp or live chat, or email [support@souqna.com](mailto:support@souqna.com).

> [accordion] I'm not getting notifications on my phone.
>
> Click **Enable notifications** on the site. On iPhone or iPad, add Souqna to your Home Screen first.


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