When a buyer pays: confirm the stone, send it, get paid
What to do when a buyer pays for your stone: confirm it within 48 hours, ship it insured with tracking and seal numbers or hand it over, and when you are paid.
Updated · 5 min read
Illustration- Who it's for
- Sellers on Everystone — dealers, jewelry stores and private owners.
- What you need ready
- The stone, as listed.
- To ship it: an insured courier, and a numbered tamper-evident seal for the parcel.
- How long it takes
- Confirm within 48 hours of the buyer's payment. You are paid after the buyer accepts the stone; they have 48 hours from delivery to check it.
- What it costs
- Commission, from your price and only on a sale: no commission while we launch under $10,000, 5% from $10,000. The buyer pays the premium and the settlement fee.
Where you see it
Every step reaches you by letter, and in your cabinet:
- Dealer or jewelry store: on the dashboard under “Action needed”, and in Deals → Selling ①.
- Private owner: at the top of your dashboard under “Your sales”.
Open the sale → ⑥ opens the sale's own page: where it stands, “The buyer”, “Your payout” and “The stone”. Of the buyer you see a first name and a country — enough to recognise the sale and ship it.
Once the buyer has paid, the sale's page also holds its deal room: a conversation with the buyer and our desk, to agree on the handover, send photos, or propose a change to the terms.
A sale, from your side
“Reserved — the buyer is paying”
Nothing to do yet. Keep the stone for the buyer; the lot can't be withdrawn meanwhile.24 hours, 48 hours at most“Paid — confirm the stone”
Confirm the stone — or Not available if you no longer have it.Within 48 hoursUnconfirmed at 96 hours, the order closes and the buyer is refunded.
Payment held“Confirmed — under way”
Ship it insured, enter the Tracking number and Seal number, press Shipped. Or hand it over, then Handed over to the buyer. The buyer then confirms they have it. If they added a check or custody, our desk arranges the hand-over.Payment held“Delivered — the buyer is checking”
The buyer checks the stone; silence counts as acceptance. A dispute: see below.48 hours
Payment held“Accepted — payout due”, then “Paid out”
You receive your price, less any commission, plus your delivery charge if you set one.
If the buyer disputes the stone
“Disputed — the stone comes back to be checked”. The buyer has 48 hours to send it back, insured. When it arrives, press The stone has arrived, then It is the stone I sent — the buyer is refunded and you keep the stone — or It is not the stone I sent, with proof, for our desk to decide. Not sent back in time, the sale stands. A private owner's stone is checked by our desk.
1. A buyer orders: the stone is reserved
“Reserved — the buyer is paying” ③. “Nothing to do yet — we write to you as soon as the payment is in. Please keep it for them meanwhile.” An unpaid order holds the stone for 24 hours, at most 48 hours. Meanwhile the lot cannot be withdrawn.
2. The buyer pays: confirm the stone
You get a letter, and the sale shows “A buyer has paid — confirm the stone”: “The payment is held until the buyer accepts the stone.”
- You have it, as listed → press Confirm the stone ②.
- You no longer have it → press Not available ③, then Yes — it is not available. The order closes, the buyer gets their money back, and your lot comes off the shop until you list it again.
You have 48 hours from the buyer's payment. If that passes, we remind you, and the sale says “Your 48 hours are up.” You can still confirm until the order closes on its own — 96 hours after the payment — and then the buyer is refunded.
3. After you confirm
The sale shows one of these:
- “Keep the stone for the buyer: their side of the purchase is not complete yet. We write to you as soon as it can leave you.” The buyer still has a second payment, the identity check or — for insured delivery — their delivery address to give.
- “Our desk contacts you to arrange the hand-over.” The buyer added a lab check, a Passport or custody, or the stone is in custody — the desk arranges it with you.
- “Ship the stone now”, or “Hand the stone over” — the next step is yours.
4a. Ship it insured
The buyer's delivery address is on the sale page, under “Ship to”, once the stone may leave you — not before, and not after it has shipped. If the buyer chose to collect at a jewelry store, “Ship to” is that store's address instead: the store hands it over to the buyer. Ship the stone insured, in a parcel closed with a numbered tamper-evident seal. Then, on the sale:
- 1.Type the Tracking number ① and the Seal number ②.
- 2.Press Shipped ③.
The buyer gets the tracking number. If your delivery terms include delivery, it is at your cost; if you charge it, the buyer has paid your charge, and it comes to you with your price.
4b. Hand it over in person
“our desk arranges the appointment with you”. Hand the stone to the buyer against a signed receipt, then press Handed over to the buyer.
5. The buyer checks it
The sale shows “On its way to the buyer”. Once our desk confirms the stone has reached the buyer, their 48-hour check starts — “Delivered — the buyer is checking it”.
If the buyer disputes the stone, they send the written conclusion of a gem lab or a jewelry store of their choice that it does not match its listing. Your payment stays held, and the stone comes back to be checked:
- 1.Our desk sends the buyer the return instructions. They have 48 hours to send the stone back insured; if they do not, the dispute is withdrawn and you are paid as usual.
- 2.A dealer or a jewelry store marks it on the sale: The stone has arrived, then Yes — it is the stone I sent or, with your proof, Send it to our desk under It is not the stone I sent. For a private owner, our desk receives and checks the stone.
- 3.The same stone: the buyer's payment goes back to them, and the stone stays with you. Not the same stone, proven: you are paid, and the stone that came back stays with you. Our desk decides on your proof, and we write to you with the decision.
6. You are paid
When the buyer accepts the stone — or their check ends without a dispute — the sale shows “Accepted — we pay you” and the amount. Once it is sent, the sale shows it as paid, with the transfer reference, and a letter says the same.
What you receive is on the sale page under “Your payout”: your price, less any commission, plus your delivery charge if you set one. “The buyer pays their own premium and the settlement fee.”
If the order closes
The sale page says why, and where your lot stands — for example “Nothing changes for you: your lot is back on the shop.” or “Your lot is off the shop: if you still have the stone, list it again from your cabinet.”
Common problems
“Not yet: the stone may leave you once the buyer's side is complete”
The buyer still has something to finish. Keep the stone; we write to you when it can leave you.
“Enter both the tracking number and the seal number.”
Both are needed to mark it shipped.
“The time to confirm has passed”
“The time to confirm has passed: the order closes on its own and the buyer is refunded.” If you still have the stone, list it again once the order has closed.
I can't withdraw the lot
“A buyer has ordered this stone — the lot stays until their order ends.” If you no longer have it, answer the paid order with Not available.
Read next
- Next in DealersAt the counter: book a Passport for a stone you sell in personWhen a customer is buying across your counter, book the stone's verification and Passport through the desk — who pays, how soon, and what happens next.
- RelatedDelivery terms: included in your price, or charged to the buyerThe one delivery question on every listing — insured delivery included in your price, or a charge you state — what the buyer sees, and how it is paid to you.
- RelatedListing a stone: the form, the checks, and going liveHow to add a stone and put it on the shop — identity, lab report, origin and treatment, price band, delivery terms and documents — and what the buyer then sees.
Something here doesn't match what you see? Tell us — write to the desk.