FAQ

How do I contact you if I have a question?

Please see our Contact Us page. If you have registered please be sure to provide your username and a listing number if you are inquiring about a specific auction.

I am new to CHL Auctions: Where do I start?

Everyone is invited to browse or Search through our auction categories and listings for items on CHL Auctions. If you see something you would like to bid on you must first register. Don't worry! Registration is free and easy!

The Registration page will ask you to enter a Member Name, which is the username or nickname you will be known by within the CHL Auctions community, as well as a password and valid contact information. You will only need to register once on CHL Auctions.

What is your Privacy Policy?

CHL Auctions is fully committed to protecting your right to privacy within our on-line auction community. CHL Auctions expects all members to respect and protect the privacy of others. The release of any members' personal information for reasons other than those specifically connected with CHL Auctions is prohibited. Please take a moment to familiarize yourself with our Privacy Policy and contact us if you have any concerns or questions about privacy issues that may affect you.

May I browse listings without Registering?

You may browse as much as you'd like without signing up.

How do I Register?

It takes just a few minutes to register. To complete the registration process, you will need to provide us with required information such as your UserName, Full Name, Address, Email Address, Phone Number with Area Code, and Country.

You also have the option of receiving specials or notice on items via email. Once you have confirmed your choices, you will then have to agree to the site rules and restrictions by clicking the Accept button on the following Terms and Conditions page.

You can change your user-specific Password at any time by editing your User Information in My Account.

You may Register now.

Why did my screen "refresh" after I submitted my Registration Information?

Your cookies have probably been disabled! Check the Internet Options or Preferences from your browser's toolbar. If your cookies are disabled, you will not be able to navigate the site.

Do I have to enter my credit card information when I Register?

The Registration process does not require you to enter credit card information. You will be prompted for this information before you enter your bid. You may also go to My Account to enter your credit card information without prompting.

Why can't I have a PO Box as my Mailing Address?

Certain carriers do not deliver to Post Office Boxes, so having a Street Delivery Address on record avoids any delays in processing your purchase.

What do I do if I've forgotten my password?

If you've registered before but do not remember your password, you can reset it online. Use the link in the Login box and enter your email address. We will then email the new password and a confirmation code to all accounts registered with that email address. When you receive the email, use the link and the code to confirm the new password with the correct account. This procedure is used to allow you to reset your password with only your email address and without contacting customer support.

Why do I need to register with CHL Auctions?

By registering with CHL Auctions, you are letting other members know that you will participate in an honest and professional manner. You must provide us with valid contact information so that we may contact you regarding your CHL Auctions purchases.

What does it cost to register?

Registration on CHL Auctions is Free and Easy! There are no monthly membership fees, and there is no obligation to maintain your membership. Once you have submitted your registration, you will receive a confirmation e-mail message from CHL Auctions and you will have instant access to CHL Auction products.

Do I have to buy anything after I register?

No. You are not obligated to buy anything on CHL Auctions by registering. You are welcome to drop by any time and look around. If you see something you would like to bid on you can do so quickly as a registered user.

Can I update my registration information?

CHL Auctions members are expected to maintain valid accounts by keeping their contact information (e-mail address, mailing address, and phone number) up-to-date. This is a vital aspect of creating an honest and secure trading environment for Auctions members.

Please review your contact information and if it changes, simply update it from the Manage My Account > Update My Registration Info section of the My Auction Account.

*Please not that all your registration information can be changed EXCEPT your username.

What about the privacy of my information?

Your privacy is very important to us. CHL Auctions is fully committed to protecting your right to privacy within our on-line auction community. The release of any members' personal information for reasons other than those specifically connected with CHL Auctions is prohibited. We do not voluntarily allow your e-mail address or any other personal information to be displayed anywhere on our website, except in the My Auction Account which is only accessible by you with your password. CHL Auctions does not sell, rent or otherwise release registered user information to third parties and this information is not used for marketing purposes.

Please take a moment to familiarize yourself with our Privacy Policy and contact us if you have any concerns or questions about privacy issues that may affect you.

What is my Watch List?

You can use CHL Auctions' Watch List feature to keep track of items you're not yet ready to bid on, but want to monitor closely so you can bid on them when you're ready.

On each auction listing page there is a link called "Add to Watch List". Click on that link to add an item of interest to your Watch List.

You can review the full list of items you're watching at anytime when you go to the Manage My Bids > View My Watch List section of your My Auction Account.

Where can I monitor my bidding activity?

You can monitor all your bidding activity from within the Manage My Bids > View My Bid Status section of your My Auction Account.

How do I bid?

After you review the Listing Information for the item that interests you, click on Bid Now. Enter your bid, and then click Confirm.

How do I increase my bid?

To increase your bid, go to My Account and select "Bidding Activity." Choose the bid you want to increase. If you click the "Bid Lot No." on the Bidding Activity page and then click Increase Bid on the following page, you will be taken to a new page where you can enter your new bid. If you click the "Item Description" on the Bidding Activity page, you are taken to the Listing Info page where you can click Bid Now to increase your bid. Remember all bids are final and binding. You can increase your bid at any time. Every time you increase your bid, the Number of Bids listed for the item will increase by one.

Why doesn't my bid show up online after I bid?

The Bid History should show your bid as soon as it is entered. If it doesn't appear, you may be viewing an old version of the page. Try clicking your browser's "refresh" or "reload" buttons.

The Listing page updates 10-20 minutes after you make your bid to reflect the new Current Bid.

How will I know if my bid is no longer winning?

We will send you an email when your bid is no longer winning. However, there can be unpredictable delays in email transmission. We suggest that you regularly visit our Web site to check your "Bidding Activity" in My Account.

How will I know if I win?

We will notify you by email if you win; although you are responsible for determining if you have won by visiting the site and checking the status of your bid in My Account. The email will contain all the Seller's Contact Information.

How are Winning Bids determined in multi-item Listings?

During each auction, a number of identical items are offered for sale at the same time. When the listing closes, the highest Bidders win the available inventory. Bids are sorted in order of Price, Quantity, and then Time. If bids are tied for Price, the Buyer who has bid on the greater Quantity wins. If there are two bids at the same price for the same Quantity, the earlier bid wins.

How can I view all bids I've submitted?

Go to "My Account" and select "Bidding Activity." On the Search page, select "ALL" from the Status option and click "Submit." Your bids from the last 60 days will appear.

Why did a bid for more items at the same price beat mine even though I bid first?

Bids are given precedence based on sort order of Price, Quantity, and then Time placed. If you bid $50.00 on 50 units and someone else then bids $50.00 on 100 units, that person will be winning for all 100 units. If you then raise your bid to $60.00 for 50, you will be winning 50 units (at $60.00) because your price is higher, and the other Bidder will be winning 50 units at $50.00.

Why did a bid from earlier today beat my bid?

Bids retain the time when they are placed. Because we use time to break ties, if you placed a bid for the same Price and Quantity as an earlier Bidder, the other Bidder will win. It is to the Bidder's advantage to get an initial bid in as early as possible. However, if the Max Bid is raised later, the Timestamp is changed to reflect the new bid.

Why does the Number of Bids on the Listing Info page display more bids in the table than are listed after I click the Bid History link?

If the Number of Bids in the Listing Info table lists more bids than are listed in the Bid History of the item, it is probably because one or more of the Bidders have at one point during the auction increased an initial bid. Every bid made, whether it is an initial bid by a user, or an increase, is recorded in the Number of Bids.

Why is my bid "Losing" even though it is the Current Highest Bid?

You have probably bid on a Reserve Auction. Even if you are the highest Bidder on a Reserve Auction, you may still be losing if you have not matched the Reserve Price set by the Seller. The same case applies with a Quick Win Auction where your bid did not meet the Threshold Price.

What is a Reserve Price Auction?

In a Reserve Price Auction, the seller has the option of setting a Reserve Price, which is a price below which the listing will not sell. The Reserve Price is higher than the Opening Value. A reserve price allows the seller to start the auction with an opening value below the reserve price to initiate bidder interest and determine the fair market value of an item. If the seller has set a Reserve Price you will see either a "Reserve Price NOT Met" or "Reserve Price Met" message on the listing page depending on whether the current bid is below, or at or above, this price.

Reserve Price NOT Met - The current amount of the highest bid is below the reserve price and the item will not sell at auction close. Reserve Price Met - The current amount of the highest bid is equal to, or greater than, the reserve price and the item will be sold.

If the highest bid at auction close does not meet the seller's Reserve Price, the seller is not required to sell the item unless the seller chooses to do so. In this case, the seller will have a period of 48 hours after auction close in which to contact the highest bidder whose offer was below the reserve price. Bidders who are contacted under these circumstances, however, are under no obligation to purchase the item.

Can I submit a bid offline?

We only accept bids either online or via your wireless device at this time.

Why does a seller use a Reserve Price?

With Reserve Price auctions, the seller starts the auction at a value below the Reserve Price to grab bidder interest even though a Reserve Price is attached. As long as the reserve price is not unreasonable, psychologically speaking, this format can be effective as lower opening amounts do not force the bidder to ante up to fair market value right from the start. And, many sellers also use Reserve Price auctions when they are not sure of the market value of an item, and want to find an audience by enticing multiple bidder interest.

It appears as if someone is intentionally overbidding himself. Why is this happening?

In some cases, it might appear that a single bidder is bidding against himself. For instance, the same bidder might bid $10, $12, $14, $16, and so on. No, nothing fraudulent is going on! Most likely, this bidder is up against another bidder's "proxy bid". By placing multiple bids, he is trying to overbid a maximum that another bidder has already placed.

I appear to have been overbid by an amount smaller than the bid increment. How has this occurred?

The other bidder had placed a "proxy bid". In some cases, it's possible that another bidder's standing maximum bid is greater than yours, but by less than the bid increment. In this case, the other bidder will be winning at exactly their maximum bid. Example: This item has a bid increment of $2: The current winning bid is at $30.00 You bid $49.00 (proxy bid) Bidder B bids $49.01 (also a proxy bid) In this case, Bidder B will be winning at exactly $49.01 even though it appears to not meet the minimum increment. It was more than the bid increment when he placed the bid. The bid was only at $30.00 so a bid of 49.01 is a $19.01 bid increment.

Can I retract a confirmed bid?

Yes - but your confirmed bid can only be retracted under special circumstances should you choose to submit a formal request. Once you have submitted your confirmed bid, it can only be retracted under the following circumstances:

  • You made a typographical error when placing a bid amount.
  • You have submitted your valid bid retraction request not less than 12 hours before the auction closes.
  • New item information added by the seller changed your understanding of the item for which your bid was placed.
  • You cannot reach the seller via e-mail, or your question to the seller is returned as undeliverable, or the seller responds with a request to sell to you directly off-line.

You cannot retract a bid if:

  • You have placed bids on a similar item.
  • You have changed your mind.
  • You state that you cannot pay for the item.
  • You submit a bid retraction request less than 12 hours before auction close.

To retract a confirmed bid, you must contact Customer Service with your request. Please include the item listing number and the reason for the retraction. All bid retraction requests received less than 12 hours before auction close will not be processed regardless of the explanation. All bid retraction requests received without a valid explanation will not be processed. Bidders who retract their bids may not place new bids on that item. It is up to the discretion of CHL Auctions whether or not your bid retraction request will be accepted.

Is there a charge to place bids?

No. Browsing and Bidding for merchandise on CHL Auctions is free. As a buyer, you are not obligated to buy anything on CHL Auctions after you have registered. You are welcome to drop by any time and look around. If you see something you would like to bid on you can do so quickly as a registered member.

Do I need to use a credit card to bid?

Yes. To ensure fair bidding, a valid Visa, MasterCard or American Express credit card will be required to bid on any item. Your credit card information is required only for the first time you place a bid on CHL Auctions. All additional bids will not require credit card verification.

Your credit card is required for personal identity validation only. Credit card verification may pre-authorize charges to your card, where indicated in the item description, to pay for an auction item if you are a successful auction winner. All authorized, or pre-authorized, credit card payments for winning bids will be processed through our secure payment servers.

By providing your valid credit card information, you authorize CHL Auctions to make a minimal temporary charge to your credit card account, to verify that the credit card information you provide is valid. This charge will be refunded to your account within 30 days upon verification. This credit verification will occur each time you provide a different credit card in the bidding process.

If you need to update your credit card information, you can do so anytime from your Control Center (Manage Bids) within the section called Manage My Account > Update Credit Card Info.

What is an Open Auction?

In an Open Auction, buyers bid until the auction ends. The item is then sold to the highest bidder at the end of the auction period. There is no reserve price for this auction type. The seller must sell the item to the highest bidder. Bidding can start as low as the Opening Value (minimum price or starting amount) of the auction.

Once the auction closes, e-mail notification providing contact information is sent to the buyer and seller automatically so that arrangements for payment and shipment of the item can be determined.

What is a Dutch Auction?

A Dutch Auction occurs automatically on CHL Auctions when a seller has multiple, identical items offered for sale. The seller specifies the minimum price (the Opening Value) and the number of items for sale. Bidders can then bid at or above the minimum price for the quantity of items they wish to purchase. At the close of the auction, all winning bidders purchase the items at the same price, which is the lowest successful bid.

What is a Fixed Price Sale?

Fixed Price Sale listings have a fixed price set by the seller and buyers simply choose to buy the item at that price. Fixed Price listings will remain active until either all items have been sold, or the listing duration has reached 90 days. If multiple quantities are posted, the listing will remain active until all remaining items are sold out, or until the 90 day listing duration has expired. The available quantity will be updated on the listing page each time an additional item is sold.

Once the fixed price is met, e-mail notification is sent to the buyer and seller automatically and, depending on the quantity available, the listing will close.

What is a "maximum bid amount"?

Your maximum bid amount is the highest price you are willing to pay for an item.

You should determine beforehand the most you are really willing to pay for an item and then enter a single bid at that amount in the Bid Amount field. An early bid supported by a high maximum bid amount can make you a winner! With Open Auctions, your maximum bid amount (if you are a current high bidder) will not be shown to other bidders until after the auction closes.

With Reserve Price Auctions, if you are the current high bidder and the Reserve Price has not yet been met, your maximum bid amount will be viewable to other bidders as the current auction "Highest Bid" amount. Once the Reserve Price has been met, however, your maximum bid amount (if you are a current high bidder) will not be shown to other bidders until auction close.

Can I increase my maximum bid after I've placed a bid?

Yes. If your maximum bid amount has been outbid, you can either place another maximum amount or enter each subsequent bid one at a time. Please note that you can only increase a subsequent maximum or incremental bid.

To increase your current bid amount, simply return to the listing and enter and submit a new, higher maximum bid amount (this amount is the most you're willing to pay for the item).

Because the system will recognize your Member Name when you place the additional bid, you won't be bidding against yourself when you want to increase your maximum bid amount even though you're the current high bidder. Maximum Bid will still work to win the item for you up to your maximum bid amount, at the lowest successful price, if you are the high bidder at auction close.

What is Auto Bid Extend?

The Auto Bid Extend feature ensures that bidders will always have a chance to challenge bids placed in the final seconds of an auction. When indicated on a listing page, if a bid is placed during the last 5 minutes of an auction, the auction will automatically extend for an additional 5 minutes from the time of the latest bid. The auction will close once all bidding activity has stopped for a period of 5 minutes.

I placed a bid. Why isn't it showing up?

There are 4 steps to placing a bid on an auction. You must complete all 4 steps in order for our system to record and display your bid in a listing's Bid History.

  1. Click on the Bid button on the listing page of the item you are viewing. You will be asked to Logon, if you haven't done so already. Then, scroll to the bottom of the page where you can enter your SmartBid (maximum bid amount per unit).
  2. Click on the button that says Submit Bid for Listing #...
  3. Scroll down the Bid Confirmation page, review your bid information, and check it for accuracy. At this point, you will have the opportunity either to go back and modify or correct the desired quantity and bid amount or submit your bid.
  4. To place your confirmed bid simply click on the Submit Bid button again.

Once submitted, you will see review information about your bid indicating the bid amount placed, and if your bid is currently the winning bid. To place additional bids, click on the Submit Another Bid for Listing #... button, which is located beneath the Bid History on the Summary page. You can then re-enter a new bid amount according to the "Next Bid" amount as currently shown on the listing page.

When reviewing an item's Bid History after having placed a bid, you should reload, or refresh, your browser so that it displays the most current information.

I keep bidding on an item and then it says I have been outbid. Why?

When this happens, it means that an earlier bidder has placed a maximum bid amount which is higher than the amount of your maximum bid.

When you placed your bid, the system immediately placed another bid on the earlier bidder's behalf, for an amount just high enough (i.e., plus the bid increment) to outbid your maximum bid amount, insuring his position as high bidder.

If the maximum bid that you place is high enough to outbid any other bidders, then the system will do the same for you and maintain your position as the current winning bidder.

I have confirmed my bid, but it tells me it is invalid: why?

There are two reasons why a confirmed bid can be considered invalid:

  1. You have entered an invalid value in the "Bid Amount" field. Make sure that your bid amount contains only numbers and decimal points, i.e., 45.00 . Do not enter any dollar signs ($) or commas (,) into the bid amount field.
  2. Your bid amount is less than the "Next Bid" value. Make sure that your bid is equal to or greater than the current "Next Bid" value shown on the listing page.
How do I find out if an auction has ended?

You can locate an auction you have bid on from within the Manage My Bids > View My Bid Status section of the My Auction Account, or by entering the listing's listing number, if known, from the Search page.

What do I do if I win an auction?

If you are the winning bidder when an auction closes, CHL Auctions will send you e-mail notification telling you that you have won the item(s).

The seller is also notified via e-mail that you are the winner and is given contact information so that he or she can e-mail you if they have any questions regarding your order.

You are responsible for returning to the CHL Auctions website to verify that you have won the auction. If you do not receive notice and believe you are the successful bidder, you must verify the auction status from the Manage My Bids > View My Bid Status section of your My Auction Account.

I won an auction but my item has not been delivered within the designated shipping window, what do I do?

Please send an e-mail to Customer Service with the item listing number.

Below are some common reasons for auction items not being shipped on time:

  • Invalid credit card. Please verify your credit card information by visiting your Auction Account. If your card number is no longer valid or the expiration date has passed please contact Customer Service with a new card number. We cannot guarantee item availability if your card failed to clear after the auction close date.
  • P.O. Box. If you have designated a P.O. Box in your shipping preferences this could be the reason for the delay as most carriers used by CHL and its partners do not deliver to P.O. Boxes.
How does CHL Auctions handle returns and refunds

CHL Auctions handles refunds on a case by case basis. Technically all sales are final but we will always see what we can do to make you happy. If you would like to request a refund please email us at auctions@chl.ca with the details of the situation and we’ll see what we can do for you.