If you've just used Trade Protection or shipped a trade through Shelfd, you may see two or three separate line items from us on your bank statement. This is normal — each one represents a distinct part of the trade. Most of them are refundable.
The quick version
A protected trade typically generates these charges per person:
- A stake hold (refundable when the trade completes)
- A Trade Protection Fee (small, non-refundable — covers the service)
- A postage charge if you bought a shipping label through Shelfd (non-refundable — pays the carrier)
Most users will see all three within a few minutes of accepting a trade and shipping it. The first two appear as a single combined authorisation; postage is separate.
What each charge looks like
Your stake — held while the trade is in progress
This is the deposit you and your trade partner both put down to commit to the trade in good faith. It's not a payment to Shelfd or to the other person — it's held by our payment provider until the trade completes.
This charge appears as a pending authorisation on your card. Some banks show it as "pending" or "on hold"; others show it as a posted transaction with a refund coming later. Both behaviours are normal — the money is still yours.
Your Trade Protection Fee — bundled with the stake hold
The Trade Protection Fee is added to the same authorisation as your stake. For a typical £14 stake in the UK, the fee is 70p (49p base + 1.5% of the stake), so the combined hold shows as £14.70.
The fee covers the cost of running the protection service: holding the funds, mediating disputes if they arise, and processing the refund.
Your shipping label cost (if you bought one through Shelfd)
If you used the in-app option to buy a shipping label, this is the carrier cost (Royal Mail, Evri, etc.) plus a small Shelfd service fee (currently 59p in the UK). It pays for the actual postage and is charged when you generate the label.
Your stake coming back
When the trade completes successfully — both parties confirm receipt, or 7 days pass after delivery without anyone raising an issue — your stake is refunded automatically.
The refund usually appears as a credit on your card within 5–10 working days. The refund line will reference the original charge.
Why does the hold show up before the trade is finished?
The hold goes on your card the moment both parties sign the trade contract. This is what makes Trade Protection actually work — without the funds being earmarked upfront, neither side has any commitment to follow through.
Your bank may send you a notification ("£14.70 charged at SHELFD ESCROW HOLD") that looks like a final purchase. It isn't — but bank apps typically use the same notification for an authorisation as for a posted charge. The refund comes later, automatically.
Why two charges in one trade and not just one?
Trade Protection and shipping are separate services with separate cost structures. We split them so you can clearly see what you're paying for, and so refunds can be issued independently — for example, if a dispute resolves in your favour, your stake comes back to you but the postage you already used remains spent.
What if I don't recognise a charge?
If you see a Shelfd charge you don't recognise — for example, you don't remember accepting a trade — please contact us straight away at hello@photonlabs.dev with the date, amount, and any reference shown on your statement. We'll investigate and get back to you within one working day.
If you suspect your account has been accessed by someone else, also reset your password from the sign-in screen.
Does Shelfd ever charge me without warning?
No. Every charge is preceded by a clear in-app confirmation showing the amount, what it covers, and who's getting paid. If you've never tapped through one of those confirmations, no charge will appear from us.
How do refunds appear on my statement?
Refunds typically show as a positive credit with a descriptor like "SHELFD STAKE REFUND" referencing the original charge. UK banks usually post these within 5–10 working days; we initiate the refund the moment the triggering event occurs (trade completion, dispute resolution, etc.) — the rest is your bank's processing time.
Still have questions?
Email us at hello@photonlabs.dev or use the Contact Shelfd form in the app (Account > Contact Shelfd) and we'll get back to you. For full details on how Trade Protection works, see the Trade Protection Agreement.