Here at Sibs our goal is to bring people together through trade. We believe in an inclusive and rewarding culture where you are celebrated for being your true, authentic self in a positive environment. We foster an environment where we value transparency, kindness, and communication above all else, always putting you, our customer, first. We are so excited to introduce you to the world of Sibs! Read on to learn more about customer service policies and how to use our app!

‍Getting Support

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Sibs is founded on the idea of connection: connecting people to the items they want to trade and connecting people with each other. In order to do this, we hold ourselves to the standard of always providing a clear path for our customers to connect with us. You can always reach us by:

•     Sending an email to hello@sibs-app.com.

•     Sending a direct message to the @Sibs account

•     Starting a live chat via the Sibs app (You can access live chat support by tapping the chat icon available on every page of the app)

We promise to always answer you swiftly, honestly, and directly with a goal of getting back to you within a 24-hour period. In special circumstances, our response time may vary to up to 48 hours but we pledge to get back to you as soon as we can.

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Frequently Asked Questions

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Getting Started

What is Sibs?

Sibs is a mobile platform for people to transact by trading items with one another in a social marketplace.

Can I also list items to sell?‍

Yes! Sibs now supports Cash/Buy offers and transactions, allowing you to sell your items and get paid.

How do I create an account with Sibs?

To create an account, you'll need to sign up using your mobile number or use your Google, Apple, or Facebook accounts. You'll then be asked to create your username and set your interests as an optional step.

Can I use my social media accounts to sign up?

Yes, you can use your Google, Apple, or Facebook account to sign up for Sibs.

How do I log in to my Sibs account?

To log in, simply enter your mobile number and OTP, or select the Google, Apple, or Facebook account you used to sign up.

Listings

What types of items can I list on Sibs?

You can list physical and digital items on Sibs. For digital items, you can list voucher codes, links, or files.

What information do I need to provide when creating a listing?

When creating a listing, our AI enhanced camera will automatically generate details for you such as the title, description, item category, weight, dimensions, and size (for footwear and apparel). For physical items, you will also need to add how you’ll pack your item and item location. You can review or edit these details as much as you want and post right away, or choose to start from scratch and add your own information manually. You have full control over how you want your item listed!

How do I determine the weight and dimensions of my physical items?

Sibs use inches (in) to measure the dimensions of your item and pounds (lbs) for the weight. These details are important for calculating shipping costs for other traders. Reminder: When entering the weight and dimensions of your item, please ensure that the measurements are as accurate as possible to avoid any issues with shipping.

Are there any items that are prohibited from being listed on Sibs?

Yes, prohibited items include illegal goods, stolen goods, items that infringe intellectual property rights, adult content, and marijuana-related products. You can learn more from our Terms of Use.

What happens if I list a prohibited item?

If you list a prohibited item, Sibs reserves the right to remove or reclaim your account, listings, or user content.

How do I create a new item listing?

To create a new listing, tap the "+" button in the middle of the bottom navigation menu.

Can I edit my item listings after posting?

Yes, you can edit your listing information after posting. However, you cannot update your listing details if you have an ongoing trade for the item.

How do I edit my item listing?

To edit your listing, go to your Profile > Listings, tap the 3-dot menu button of the listing you want to edit, and select "Edit."

How do I delete my item listing?

To delete your listing, go to your Profile > Listings, tap the 3-dot menu button of the listing you want to delete, and select "Delete."

Profiles

How do I view my profile?

You can view your profile by tapping on the profile icon in the bottom navigation menu.

What can I see on my profile page?

Your profile shows your username, rating, profile verifications, profile image, cover image, trades count, followers count, following count, bio, interests you’ve set, links you’ve added to your profile, and listings you have posted.

Can I edit my profile information?

Yes, you can edit your profile information, such as:

• Profile image

• Cover image

• Name (First Name and Last Name)

• Email Address (used as opt-in to email marketing from Sibs)

• Birthday

• Your Pronouns

• Profile bio

• Profile links

• City and State

• Shipping Address/es

• Profile interests

How do I change my profile image?

Go to your profile > Tap on the Hamburger Menu on the top right of your screen > Tap Edit Profile > Under your Profile image, tap Change Profile Image > Select a new image from your device > Save Changes.

How do I change my cover image?

Go to your profile > Tap on the Hamburger Menu on the top right of your screen > Tap Edit Profile > On the right side of your Profile Image, tap Change Cover > Select a new image from your device > Save Changes.

Trading

Can I check the estimated shipping cost for a physical item before trading?

You can check the estimated shipping cost by using the Shipping Calculator widget inside the Full Details of physical item listings. You should see the widget by tapping the "Full Details" button beside the "Make Offer" button on the home feed and at the bottom of the full details screen.

How do I make an offer on another user's item listing?

To make an offer, tap the "Make Offer" button on the home feed or when viewing a listing to take you to the Offer Builder screen. Select whether you want to “Buy the Item” to make a cash/buy offer, “Trade an Item” to trade one of your item listings, or both to offer cash and an item as a bundle. Add the required details for your selected offer, confirm the offer details, your shipping address (for physical items), then tap “Send Offer”.

Is there a limit to the number of offers I can make?

There is no limit to the number of offers you can make. However, you can't make a similar offer to the user’s same item listing (e.g. making a trade offer of the same item for the same item) while your previous offer is still active (offers expire after 72 hours). You can make different offers to the same item or update your existing offer.

How do I accept a trade offer?

To accept a trade offer, tap “Accept Offer”, you need to confirm the details of the offer you're accepting, your shipping address (if it’s a trade or a bundle offer), and make a pre-authorized charge for the shipping fee (if applicable) and trading fee.

What happens after I accept an offer?

When you accept an offer, both listings are marked as "Reserved" and will no longer be available for other users to make offers. The accepted offer will now need confirmation from the sender by paying on their end.

Are there any fees associated with trading on Sibs?

Yes, there is a $1.99 trade fee for each completed trade. For physical items, shipping costs will be calculated upon checkout when making or accepting a trade offer. For cash/buy transactions, Sibs charges platform processing fees of 5% on the amount you receive, plus Stripe’s processing fee of 2.9% + 30¢ for payments within the US.

How do I transfer the money I receive from a trade to my bank account?

You can transfer the money you receive from a trade directly to your bank account using Stripe Connect. Stripe Connect supports payouts to connected accounts, and once the payment is processed, the money will reflect on your selected verified account within 2-7 business days.

What payment methods are supported on Sibs?

Sibs supports payments through Stripe, major cards, and Apple Pay (for iOS users).

How can I track the status of my ongoing trades?

You can track the status of your ongoing trades through the Trade Summary Page, which you can view from:

• Offers Tab > Offer Card

• Messages Tab > Chat box > Trade Header Card

Can I rate my trading experience?

Yes, we encourage you to rate your trading experience between from 1-5 stars (1 being lowest and 5 as highest) and provide comments in the comment box.

Is the rating visible to the other user?

No, the rating and comments are not visible to the other user and are only used for Sibs' reference. The star rating will reflect on the other user’s profile as an average amongst all of their rated trades.

Trust and Safety

What kind of behavior should I avoid within the app?

To maintain a positive and respectful community, avoid behavior such as:

• Posting offensive, discriminatory, or harmful content

• Harassing or bullying other users

• Spamming or posting irrelevant content

• Attempting to scam or deceive other users

• Violating intellectual property rights

What happens if I violate the app's guidelines?

If you violate the app's guidelines, your content may be removed, and your account may be suspended or permanently banned, depending on the severity of the violation. You can learn more from our Terms of Use.

How can I report inappropriate behavior or content?

If you come across inappropriate behavior, you can report it by going to the User’s Profile Menu > Report.

You will be asked to provide a brief description of the issue, and the app's moderation team will review the report.

What should I do if I believe my account has been unfairly suspended or banned?

If you believe your account has been unfairly suspended or banned, contact the app's support team through the "Help" or "Contact Us" option in the app or via email. Provide a detailed explanation of your situation, and the support team will investigate and respond accordingly.

How do I block another user?

To block another user, go to their Profile > tap on the Hamburger Menu (three horizontal lines), and select "Block." Blocking a user will prevent them from interacting with you, seeing your listings, or sending you messages and trade offers.

What happens when I block someone?

When you block a user, they will no longer be able to:

• View your profile or listings

• Send you messages or offers

• Interact with your content (e.g., like, comment, or share)

Blocked users will not be notified that you have blocked them.

Can I block someone I have an ongoing trade with?

No, you cannot block a user while you have an ongoing trade with them. This policy is in place to ensure that both parties can communicate and complete the trade successfully. If you encounter any issues during a trade, report the issue with your trade by tapping “Report an Issue” on your Trade Summary Page or contact the Sibs support team through email or live chat.