FAQs

Questions that may come up while using Snippet. If you can’t find an answer to your question please feel free to contact us!

Introducing Snippet

• What is Snippet? A Snippet is a way to pay someone for something, where the funds are held securely until both parties acknowledge the transaction is complete.

• Where can I use Snippet? Snippets are perfect for any payment between Buyer and Seller where goods or services aren’t instantly transferred, such as: Online marketplaces, any kind of freelancer services, deposits for rentals and other accommodations, and digital goods, such as domains and websites.

• What are the benefits of using Snippet? We verify users to make sure they are real, we make sure your funds are secure right until the transaction is complete and we give you live updates for each stage of the transaction.

• What does it cost? Snippet charges a fixed 4.00% per transaction. This covers payouts as well. So for example, if your Snippet is R1,000, we charge R40.

• How do you secure my payment? We partner with Ozow (https://ozow.com) to help facilitate all our Instant EFT payments.

• How does Snippet protect the Seller? Snippet protects the Seller by showing that the funds are in place and ready to be released on acknowledgement by the Buyer. Snippet’s Event Page also allows the Seller to know where the Buyer is in the buying process so that the Seller can contact the Buyer to iron out any snags.

• How does Snippet protect the Buyer? Snippet protects the Buyer by actively managing the risky areas of a transaction. Because we hold the funds until the transaction is completed, you don’t risk a Seller taking payment and then never releasing the goods.

• Does Snippet offer other services when buying and selling goods? No. Snippet is currently only focused on making sure that any risks associated in the transaction with the Buyer and/or Seller are removed and that you can transact with freedom and peace of mind.

Getting Started

• How do I sign up? Simply follow the prompts to ‘Sign Up’, and then input your name and mobile number. You will receive an OTP that you’ll need to confirm your phone number. Input it to complete your signing up process.

• How do I log in? Just input your number, wait for the OTP to arrive, and you’re ready to go.

• Why do I receive an OTP to log in? OTPs are safer than passwords. Many people reuse passwords across platforms, so if a password is hacked on one platform, it can be used to access others. With Snippet, you have to have your own phone present to be able to log in, making it much more secure than using a password.

• What if I never get an OTP? First, make sure that you entered the correct number and check if your phone has signal. If neither of those solutions work, there’s a chance that our platform is temporarily down. Please try again to receive an OTP. If the problem persists, please email support@snippet.money.

• What details do I need to complete my profile? We need your Full Name, ID number, Bank Account, Bank Name and Mobile Phone Number to complete your profile and verify that you are who you say you are.

• Why should I get verified? When you verify, it means we can increase your available transaction amounts and give you access to better fees.

• What if I don’t want to create an account to buy or sell something? We’ve made it so that if you receive a Snippet to pay or receive money from someone, you can continue as a guest, but you will still need to input your mobile number and verify it with an OTP.

• How do I create a Snippet for something I’ve sold? Simply hit the Create Snippet button on the main screen, enter the information and then share the Snippet link with the Buyer.

If you are the Buyer

• How do I create a Snippet for something I’ve bought? Simply hit the Create Snippet button on the main screen, enter the information and then share the Snippet link with the Seller.

• How do I see the live progress of my Snippet? Go to your Snippet list and select ‘view’ on the Snippet to see the full event screen. If you are the buyer, simply re-click on the link from the seller and if you are the seller, simply re-click on the link from the buyer.

Tracking and Tracing your Snippets

• How do I see the live progress of my Snippet? Go to your Snippet list view and select “view” on the Snippet to see the full Event Screen. If you are the Buyer, simply re-click on the link from the Seller.

• Where can I see all my past Snippets? In your Snippet Overview. When you login, all your Snippets can be seen in historical order.

• What is the Event Screen? The Event Screen is a publicly visible summary of the Snippet. It serves as a record of each action taken by each party in the Snippet. Importantly, only the people transacting between each other can take actions in the Snippet.

• Why is every Snippet publicly accessible? We want to facilitate transparency and security and part of that is allowing anyone to know the status of a Snippet.

Payments & Payouts

• What are the minimum and maximum payment amounts? Currently, Snippet supports payments between R250 and R25 000.

• What if my payment is not going through or working? Please check if you have signal/wifi. Sometimes there are moments when the underlying technology doesn’t work exactly as expected. Please be patient and try again when you have a moment.

• Do I receive my payout instantly? We process payouts and refunds every day. If you complete the transaction before 3pm on the day your payout will be processed that day and you can expect it to arrive in your account within the next 24-48 hours.

If you complete the transaction after 3pm, then the payment/refund will be processed the following day and should arrive within the next 24-48 hours.

• What if I didn’t receive my payout? If your payout doesn’t arrive, please check your bank account information is correct and contact support. If a transaction fails, we will try again.

• What are the payout fees? It costs R6.50 for every payout to be made. This covers all the fees.

• What happens if there is an error in my banking details? If your banking details are incorrect, then we should be able to pick this up in the verification process for your account. Please ensure that your details are correct, however, if you are unsure they are correct and update them accordingly.

Your Data

• How safe and secure is my data? We use encryption in transit and at rest, which essentially means that any data is encrypted twice over. We also ensure that all third-parties that we use are compliant.

• What happens if someone hacks my account? In the very unlikely event that this happens, please let us know as soon as possible, and we’ll freeze your account and prevent any payouts occurring. Because the emphasis of Snippet is on safe, secure transactions, we are able to prevent payments from completing in the event of something happening.

Refunds & Cancellations

• What if I didn’t receive my goods? If you didn’t receive your goods, you can open a dispute and we will start a process of identifying if the goods were sent. The Seller will need to provide clear proof that the items were shipped. If they can provide clear proof that the items were shipped (e.g. waybill number, third-party proof) then we will have to assume the Seller is correct and funds will be released. In either case, Snippet will still charge our 4.00% fee.

• What if the Seller says the goods have been sent but they never arrived? Please click cancel when the Event screen asks you to acknowledge receipt of goods. This will open a dispute and we will begin a process of investigating whether we release the funds to the Seller or to you, the Buyer.

• What if the goods are damaged/broken when they arrive? Snippet facilitates payments only, not the quality of the goods. If the goods arrive and are damaged, you will have to lodge a claim with the Seller or delivery company.

• What if the goods are different to what was agreed? Snippet facilitates payments only. Make sure to check the goods before Confirming Receipt on the Event Screen. If the goods are different to what was agreed upon, contact the Seller to ensure hand over of the proper goods.

Disputes

• How do I open a dispute? During the transaction at any point after completing the payment step simply select ‘Cancel’ transaction on the event page, this will open a dispute for the Snippet team to investigate.

• What happens if I escalate my Snippet to a dispute? If you open a dispute, then Snippet will reach out to you and the other party in order to investigate whether the funds should be released and to whom.

• What information do I need to provide to settle a dispute? If you are the Seller, then you will need to prove that the items were sent and received. This could be using a third-party courier service that can validate that the goods were delivered and to who.

• Who gets the benefit of the doubt if a dispute is raised? This depends on the proof that can be supplied by the individual parties involved.

• How is a dispute closed? A dispute is closed once a decision has been made regarding who the funds will be released to.

• What happens when a dispute is closed? The funds will either be refunded to the Buyer or to the Seller.

• Who adjudicates between users in the event of a dispute? The Snippet Team will adjudicate the validity of each person’s claim and apply discretion.

• Can I withdraw a dispute prior to it being resolved? Yes, if you cancel the dispute, the funds will be released to the appropriate party. Be aware that Snippet will still charge our 4.00% fee.

Support

• How do I request support? You can message our Whatsapp Support number - +27 64 964 5279 or email support@snippet.money