Support - DiscTrade

Effective Date: May 1st, 2025

1. Introduction

Welcome to the support page for DiscTrade, your AI-powered marketplace for buying and selling vinyl records. We're here to help you navigate features like our PhotoGrade AI listing assistant, secure marketplace transactions, direct messaging, order management, and the ReleaseFinder tool.

2. Contact Us

The best way to get support is via email. For questions about buying, selling, listings, payments, Stripe issues, ReleaseFinder scans, or any other feature, please contact us at: DiscTradeTeam@gmail.com.

Please provide as much detail as possible, including screenshots if applicable, to help us resolve your issue quickly.

3. Troubleshooting Tips

If you encounter issues, try these steps first:

Update the App: Ensure you have the latest version from the App Store.
Restart: Close and reopen the DiscTrade app. Restarting your device can also help.
Check Connection: Verify you have a stable internet connection (Wi-Fi or cellular).
Listing Issues: For PhotoGrade AI, ensure photos are clear, well-lit, and capture the required areas (jacket front/back, media sides, label). Double-check all required fields (price, location, etc.) are filled.
Payment/Checkout Issues: Verify your payment details in your device settings or Stripe account (if applicable).
Seller Payout Issues: Ensure your Stripe Connect account is properly set up and verified via Seller Settings. Check your Stripe Express dashboard for details.
Order Problems: Check the 'My Orders' section for the latest status. Use the in-app chat feature within the order to communicate directly with the buyer or seller.
Messaging Issues: A stable internet connection is required for real-time chat updates.

4. Frequently Asked Questions (FAQ)

General

How do I reset my password? Use the "Forgot Password?" option on the login screen.
How do I edit my profile or shipping/seller info? Go to the Profile screen (person icon in the top banner) and tap 'Edit Profile' or access Buyer/Seller settings via the main Settings screen (gear icon).

Selling

How does PhotoGrade AI work? When creating a listing, take photos of the jacket, media, and label as prompted. Our AI analyzes these images to suggest grades (e.g., VG+, NM) and extract key information (like artist/title) from the label to help speed up listing creation. Always review AI suggestions before finalizing your listing.
How do I list an item? Tap the 'List' tab in the bottom bar. Select format (LP/Single), add required photos, use the 'AI Extract' button (optional but recommended), fill in details like price and location, and tap 'Create Listing'. You must complete Stripe onboarding first (see Profile/Settings).
How do seller payouts work? Payouts are handled securely via Stripe Connect. You'll need to complete a one-time onboarding process accessed through your Profile or Seller Settings. Once set up, funds from sales (minus fees) will be paid out according to Stripe's schedule to your linked bank account.
How do I set shipping policies? Go to Settings > Seller Settings. You can define shipping costs based on region and quantity.
How do I manage my sales and add tracking? Go to the 'My Orders' tab and select the 'Sales' segment. Tap on an order to view details, chat with the buyer, add tracking information, or initiate refunds.
What are the seller fees? Please refer to our Marketplace Policy for detailed information on transaction fees.

Buying

How do I buy an item? Browse the Marketplace, tap on a listing you like, add it to your cart, and proceed to checkout.
How are payments processed? Payments are handled securely through Stripe Checkout. We support major credit/debit cards. Sales tax is calculated automatically based on your shipping address.
How is shipping calculated? Shipping costs are determined by the seller's policies for your region and the number of items in your order from that seller. You must add your shipping address (Settings > Buyer Settings) to see calculated costs.
How do I manage my purchases? Go to the 'My Orders' tab and select the 'Purchases' segment. Tap on an order to view details, track shipping (if provided), and chat with the seller.

Other Features

How does the ReleaseFinder work? Tap the 'Finder' tab, take photos of a record's label or matrix number. Our AI identifies the release and provides links to search for its value online. You get 15 free scans per month.
How do I get unlimited ReleaseFinder scans? You can upgrade to a Pro membership via the 'Upgrade' option in the main Settings screen.
How does messaging work? You can chat directly with buyers or sellers regarding specific orders via the 'My Orders' tab. You can also initiate general chats with users from their profile or listings via the 'Message Seller/Buyer' button, which will appear in your main 'Inbox' (accessed via the Profile menu).
How do ratings work? After an order is completed or reaches a certain stage, both buyer and seller may be prompted to leave a rating and optional comment for each other based on the transaction. Ratings appear on user profiles.
How do refunds work? Sellers can initiate full or partial refunds for orders through the Order Chat screen. Refund reasons affect who covers transaction fees. Buyers should communicate with sellers via Order Chat if a refund is needed. See our Marketplace Policy for details.
What if I have issues with Stripe Onboarding or my Stripe account? For issues during onboarding within the app, contact us. For issues related to your Stripe account itself (e.g., payout schedules, verification holds), please consult Stripe's support documentation or contact Stripe directly via your Stripe Express Dashboard (accessible from DiscTrade Seller Settings).

5. Feedback

Your feedback helps us improve DiscTrade! If you have suggestions, encounter bugs not covered here, or want to share your experience with the marketplace or AI features, please email us at DiscTradeTeam@gmail.com.