Frequently asked questions.

The fix is to unpublish and republish the event:

1. Go to the Auctions list and find the auction.
2. Click the Cloud Published toggle to turn it off. The catalog will disappear from your website briefly.
3. Click the toggle again to turn it back on.
4. Refresh the front-end page — all lots should now be visible.

No bids or bidder registrations are lost during this process. If the issue reoccurs, contact support so the root cause can be investigated further.

There are three ways to reorder lots within an auction:

• Drag and drop — go to the Lots & Items tab within the auction and drag lots into your preferred sequence. Changes are saved automatically.
• CSV upload — export your lot list, update the lot number order in the spreadsheet, and re-import. This is the most efficient method for large catalogs.
• Barcode scan — use the barcode scan workflow to scan items in the physical order you want them to appear. The system will assign lot numbers sequentially based on the scan order.

CSV uploads are processed in the background — there can be a delay of up to a few minutes before newly uploaded items appear in the list. If you uploaded the file and saw no red errors on the validation screen, the items are likely processing. Wait two to three minutes, then refresh the page.

If items still don't appear after refreshing:

• Check whether you uploaded to the correct consignment. Items upload into the specific consignment you were viewing — if you navigated away during the upload, the items may have landed in a different consignment.
• Check the ConsignmentId column in your CSV, if you used it. This field takes the system-generated numeric ID for a consignment (found in the URL when viewing the consignment), not its name or reference number. A wrong ID routes items into a different consignment silently.
• Review the validation screen output — yellow warnings are safe to proceed past, but red errors will block the upload entirely. A red error with no clear message usually indicates a case-sensitive column header issue.

No — ConsignmentId is the system-generated numeric ID that Bidsquare assigns to each consignment automatically. It is not the same as any reference number you assign yourself.

To find the ConsignmentId for a consignment: navigate to Consignments › Consignments, open the consignment you want, and look at the URL in your browser — the number at the end of the URL is the ConsignmentId.

The CSV also supports two alternative columns if you prefer:

• ConsignmentReferenceNumber — maps to the reference number you assigned when creating the consignment.
• ConsignorEmail — maps to the primary email address on the consignor's profile. Bidsquare will use that email to find the consignor and route items into their most recent open consignment.

If none of these columns are included, uploaded items will land in the consignment you were viewing when you initiated the upload.

No — the item CSV upload does not support direct assignment to an auction event. Items must first be uploaded to a consignment, and then assigned to an auction using the lot assignment tools.

This is intentional: items in Bidsquare must belong to a consignment before they can appear in a sale. If you don't have a consignment yet, create a placeholder one (even with a temporary consignor like "House Consignor") before uploading your items.

Once items are in a consignment, use Auctions › [auction] › Lots & Items › Add Items to assign them to the sale and assign lot numbers from there.

This is usually a column header mismatch. Check the following:

• Headers must match exactly — use the sample CSV as your reference. Common mistakes include using "Lot Number" instead of LotNumber, or "Lot Name" instead of Name.
• The minimum required columns for an auction are LotName, LotNumber, and StartingBid. If those are present and errors still appear, check Field Settings to see whether additional mandatory fields have been enabled.
• Make sure you are uploading to the correct destination — inventory, consignment, and event uploads use different templates with different required columns.
• If you only need to update specific fields, you can remove all other columns — just keep the mandatory ones.

Your CSV file needs to be saved with UTF-8 encoding. This ensures special characters (including quotation marks, em dashes, accented letters, and non-Latin scripts) render correctly on import.

In Excel, choose File > Save As and select CSV UTF-8 (Comma delimited) from the format dropdown. In Google Sheets, go to File > Download > CSV — this exports as UTF-8 by default.

The LotNumber field only accepts numeric values. However, Bidsquare fully supports extended lot numbering (e.g. 1A, 2B) using the LotNumberExtension field.

Split the lot reference into two columns in your CSV:

• LotNumber — the numeric part only (e.g. 1, 2)
• LotNumberExtension — the extension character (e.g. A, B)

These display together as 1A, 2B etc. in the catalog. This is the correct approach for houses that use lettered extensions to insert lots between existing numbers — e.g. to place Lot 1A between Lots 1 and 2 without renumbering.

This usually happens because the ConsignmentId in your CSV pointed to a different consignment than intended, or the column was missing and the items defaulted to whichever consignment you were viewing when you started the upload.

To move items to the correct consignment:

1. Go to the consignment where the items landed and find them in the Items tab.
2. Select all the misrouted items using the checkboxes.
3. Use Batch Actions → Move to Consignment and select the correct destination consignment.

All item data, images, and cataloguing are preserved during the move. If the Batch Actions option isn't visible, check that your staff account has the necessary permissions for consignment management.

The most likely cause is a column header that looks correct but has a subtle issue. CSV column headers in Bidsquare are case-sensitive — common problems include:

• Wrong capitalisation: lotname instead of LotName, or Startingbid instead of StartingBid
• A trailing space after a column name (invisible but breaks the match)
• A header row with an extra empty column at the end
• The file saved as .xlsx instead of .csv — Bidsquare requires plain CSV format

The safest fix is to always download a fresh template from the upload screen (Download Sample CSV) and use that as your column header row. Copy your data into the template rather than the other way around.

This usually happens because a bidder's paddle number has been changed to one that sits outside the correct range for their platform (online vs. floor). Each platform has its own paddle number range, and when a number is assigned outside that range it creates a conflict that blocks approval or leaves an approved bidder without a valid paddle.

To resolve this, first identify which bidder has the conflicting number. Then:

• If the bidder should be online: edit their registration to the online platform, then manually assign the next available number in the correct online range.
• If the bidder should be a floor bidder: edit their paddle to the next available floor number, which frees up the conflicted number to be assigned to the correct online bidder.

Bidsquare supports two auto-approval paths you can configure from your account settings:

• CC-verified bidders — bidders who have a valid credit card on file are auto-approved on registration.
• Preferred bidders — bidders you have manually tagged as "Preferred" are auto-approved on registration, even without a card on file.

Both can be enabled simultaneously. The only scenario where a Preferred Bidder won't be auto-approved is if your account requires manual approval for all bidders — check your event settings if in doubt.

This happens when a bidder registered via Auto-Register, which bypasses the usual checkout flow where the bidder explicitly opts in to auto-charge.

Auto-charge requires the bidder to consent during registration. Bidders who skip this step cannot be auto-charged — however, they can still pay their invoice directly using the stored card by opening the invoice and choosing to pay with the card on file. For future auctions, the bidder can update their payment preferences from their account.

Pre-registration allows bidders to register their interest before the catalog is fully open for bidding. Open bidding means the catalog is live and bidders can place bids.

To switch from pre-registration to open bidding:

1. Edit the event settings.
2. Uncheck the Pre-Registration option.
3. Save and republish the event.

Simply publishing the event without unchecking pre-registration will not open it for bidding.

Go to Auctions › [auction] › User Registration, find the bidder, and open their registration record. The paddle number field is editable directly from there — update it and save.

A few things to be aware of:

• The new paddle number must fall within the correct range for their platform. Floor bidders must have a number in your configured floor range; online bidders in the online range. Assigning a number outside the correct range will cause approval issues.
• If the auction has already started and the bidder has placed bids, changing their paddle number will also update how their bids appear in the Live Console. Coordinate with your clerk before changing numbers during a live sale.
• If you're moving a bidder from an online registration to a floor registration (or vice versa), change the platform type as well as the paddle number.

Go to Users › User Search. On the search page, use the filter to select your auction house (if you operate multiple sites) and leave all other fields blank, then run the search — this returns all users in your account.

To export the list:

1. Run the search to generate the full list.
2. Use the gear icon (⚙) to configure which columns appear in the CSV export.
3. Click the download icon to export as CSV.

For a list of bidders registered to a specific auction (rather than your full user database), go to Auctions › [auction] › User Registration and export from there instead.

The quickest fix is to trigger a password reset email from the bidder's profile. Go to Users › User Search, find the bidder by name or email, open their profile, and use the Send Password Reset option.

If the bidder says they're not receiving the reset email:

• Confirm the email address on their profile is correct — look for typos at the domain level (e.g. .con instead of .com).
• Ask them to check their spam or junk folder — password reset emails are occasionally filtered.
• If your account uses a custom SMTP relay, verify the relay is active and delivering correctly.

If none of the above resolves it, contact support with the bidder's User ID (shown on their profile) and they can investigate further.

Bidsquare prevents deletion of a user account that has any associated records — bids, invoices, registrations, or consignor links. When you attempt to delete such an account you'll see a "Something went wrong" error even if no recent activity is visible.

In most cases, the recommended approach is not to delete either account but to stop using the duplicate:

• Add an internal note to the duplicate account flagging it as inactive.
• Transfer any future registrations and invoices to the primary account.
• If the two accounts have conflicting bidder history you need to consolidate, contact support — they can investigate which records are attached to each account and advise on the safest path.

This is almost always a platform range conflict. When you register a phone bidder, the system assigns the next available paddle number in the Phone platform's configured range. If that range is full, overlapping with another platform's range, or hasn't been configured at all, the assignment fails silently.

To fix this:

1. Go to Settings › Platform and check your Phone Bidder platform entry has a valid, non-overlapping paddle range set.
2. Return to the User Registration tab for the auction.
3. Open the phone bidder's registration record and manually enter a paddle number that falls within the Phone platform range.

If the phone bidder was registered before the platform was configured, they may also appear under a different platform type — check their registration record and update the platform assignment if needed.

The recommended approach is to mark the invoice as Cancelled rather than deleting it or leaving it in Sent status.

• Cancelling removes the invoice from your outstanding balance totals while keeping it visible in the Invoices list — the record is preserved for disputes or reference without cluttering your active work queue.
• Deleting removes the invoice from the active Invoices list. However, a permanent record is always retained in the Invoice Journal (Reports › Invoice Journal), so the transaction is never truly lost — the Journal is your audit trail regardless of what happens to the live invoice. Select Re-List when deleting to return the lot to Unsold status so it can be re-entered in a future sale.
• Leaving it in Sent status will distort your outstanding balances and settlement figures, and automated payment reminders will continue firing to the buyer.

Yes — if cards were originally validated through Stripe (which is the case for most Bidsquare accounts), those tokens carry over and existing customers will not need to re-enter their card details.

If your account previously used a different payment gateway (e.g. Elavon/Spreedly), cards validated through that gateway will need to be re-validated through Stripe.

In the QBO integration panel, filter your sync log by "Errors only" to isolate the problem records. Expand each error to see the message returned from QuickBooks.

Common causes include:

• Refunded or declined payments that QBO can't reconcile.
• An incorrectly filled-in State field on an invoice, which causes TaxJar to return an error.
• A duplicate transaction number conflict with an existing QBO entry.

Once you've identified and corrected the underlying records, run the sync again and the resolved records should process cleanly.

Yes — go to Settings > Auction Settings > Payment & Invoice > Max Credit Card Transaction and enter your preferred limit. Any invoice above that amount will have the online payment link removed entirely, requiring the buyer to pay by an alternative method.

This is a popular option for auction houses that want to limit chargeback exposure on high-value lots.

How you reverse this depends on how the invoice was marked paid:

If you recorded a payment (using Record Payment): the invoice moved to Paid status because a payment entry was created. To reverse it, open the invoice and use the Refund function — process a full refund for the amount recorded. The invoice will return to Sent status with a zero balance. No money moves unless the original payment was a card charge through your gateway.

If you manually changed the status without recording a payment: open the invoice, click Edit, and change the Status field back to Sent. This returns it to its previous visible state without any financial impact.

No — LiveAuctioneers and Invaluable handle their own invoicing and payment collection with those bidders directly. You do not generate Bidsquare invoices for third-party platform winners.

What you do need to do before you can generate consignor settlements is reconcile those lots in Bidsquare so the system knows who won each item. This is a two-step import:

1. Download the End of Auction (EOA) file from LiveAuctioneers (or the Session Results file from Invaluable).
2. Upload that file to Users › Bulk User List CSV Upload — this creates bidder accounts for each winner.
3. Upload the same file again to Auctions › [auction] › Lots & Items › Upload CSV → Post-Sale Data — this links each lot to its winning bidder so the system recognises the sale as complete.

Once both uploads are done, lots that previously showed "Reg N/A" will show real bidder names, and you can generate consignor settlements that correctly reflect those hammer prices as paid.

Use the Sales-level invoice generation rather than the per-auction method. Go to Sales › Invoices › Generate New Invoice and select all the auction events that make up your multi-day sale. Bidsquare will combine all lots won by the same buyer across every selected event into a single invoice per buyer.

This is the correct approach for any sale where your buyers expect one combined statement — it's significantly cleaner than generating separate invoices per day and asking buyers to pay multiple times.

A settlement reflects the payment status of buyer invoices at the moment it was generated — not whether invoices were sent. Sending an invoice does not make it paid; recording a payment does.

Lots on a settlement will show as unpaid (indicated by a red dollar sign) if the corresponding buyer invoice is in Sent or Partially Paid status. To resolve this:

• Wait until buyer invoices are paid, then regenerate the settlement from scratch. This is the cleanest approach.
• Alternatively, generate the settlement with Include Unpaid Items unchecked — this includes only lots whose buyer invoices are fully paid, giving you a clean settlement with no red flags.
• If you want to include all sold lots but withhold commission on the unpaid ones, check Include Unpaid Items and uncheck Calculate Commission on Unpaid Items.

Bidsquare settlements are calculated from the hammer price recorded in the system — they cannot automatically substitute the reserve price as the settlement basis. There is no automatic "make whole" function. However, you can handle this manually in a few ways:

Option 1 — Edit the settlement directly: Open the settlement in New status and manually adjust the commission calculation for the affected lot. Add a one-off fee deduction or note to document the reserve top-up.

Option 2 — Override the hammer price: From the Lots & Items tab of the closed auction, use the pencil icon on the lot to edit the hammer price to the reserve amount. This updates the settlement calculation automatically but also changes what the buyer was invoiced — only use this if the buyer has also agreed to pay at the reserve level.

Option 3 — Handle outside the system: Generate the settlement based on the actual hammer price, note the reserve shortfall in your settlement notes, and send the consignor a separate payment for the difference. Record both payouts in the system for a clean audit trail.

The paddle number is not displayed in the HTML body of the invoice email — it appears on the attached invoice PDF and is also visible when the buyer views their invoice while logged in to your website.

If you need the paddle number visible in the email body itself, this can be added to your invoice email template using the %bidder_number% merge tag. Go to Settings › Email Templates and add the tag to your Invoice template body.

For identifying which platform a bidder is on during payment processing — which is the most common reason staff look for this — the most efficient approach is to configure a custom column view in Sales › Invoices using the gear icon to add the Platform and Paddle Number columns to your default list view.

This happens when a QuickBooks sync pushes invoice data into QBO without also pushing the corresponding payment records — QuickBooks then treats the invoices as outstanding and fires its own automated reminders.

The fix is to ensure your sync includes payment data, not just invoice data:

1. In the QBO integration panel, confirm that Payment sync is enabled alongside Invoice sync — both must be active.
2. Run a fresh sync that includes the payment records for the affected invoices.
3. In QuickBooks, verify the invoices now show as paid (zero balance).
4. Disable or adjust your QBO automated reminder schedule to prevent further sends while you're reconciling.

This is a known mapping issue. Bidsquare does not currently have a native buyer credits feature — credits are typically applied as manual invoice adjustments (reducing the invoice total) rather than as a distinct credit type. When these adjustments sync to QuickBooks, the system maps them as payments rather than discounts or credit memos, which can distort your reconciliation.

The recommended interim workflow:

• Apply the credit as a reduced fee or BP adjustment on the invoice in Bidsquare (edit the invoice in New status before sending).
• Add an internal note and an invoice note documenting what the credit is for.
• In QuickBooks, manually reclassify the entry as a credit memo or discount after the sync if your accounting requires the distinction.

Contact support to flag this for your account — the product team is working on a formal credits feature that will address this mapping properly.

Contact support immediately so the account can be investigated and suspended. See the question below for how to retrieve IP address information to pass to law enforcement.

Practical steps to protect yourself going forward:

• Set a maximum credit card payment cap (Settings > Auction Settings > Payment & Invoice > Max Credit Card Transaction) — this removes the online payment link for high-value invoices, making large-scale fraud attempts much harder.
• Enable manual approval for new bidders, or use Preferred Bidder status to whitelist known customers.

IP address information is available in the Auction Audit Log. You can search the Audit Log in two ways:

• By Item ID — returns all interactions on a specific lot, including every user who viewed or bid on it, along with their associated IP addresses.
• By User ID — returns all interactions by a specific user across the event, along with the IP addresses recorded for each action.

A Bad Bidder flag is a formal dispute record you place on a user's profile. Once applied, it is visible to every other auction house in the Bidsquare network when they vet that bidder for registration — not just to your own staff. This shared visibility is what gives flags their deterrent value.

Use a Bad Bidder flag for confirmed, serious incidents only:

• No Payment — buyer won lots and has not paid despite reasonable collection attempts
• Late Payment — chronic pattern of delayed payment that disrupts your settlements workflow
• Chargeback — buyer initiated a credit card chargeback after receiving their items
• Fraudulent behavior — fabricated condition claims, AI-generated damage photos, identity misrepresentation, or any deliberate attempt to obtain a refund through deception

To flag a bidder: go to Users › [user profile] › Add Flag › Bad Bidder. Enter a specific, factual reason — this is what other auction houses will see. Vague reasons like "problem bidder" are not useful; "Non-payment after 3 invoicing attempts, June 2026" is.

Act the same day — payment gateways have tight evidence submission windows (typically 7–10 days from notification). The most important immediate steps:

1. Export the Auction Audit Log immediately — go to Auctions › [auction] › Audit Log. This provides a timestamped record of every bid, who placed it, when, and for how much. This is your primary evidence that the bidder actively participated and won the item in a fair process.
2. Gather your Terms & Conditions evidence — document how and where your T&C were displayed to the bidder during registration. If your terms were embedded as readable text in the registration flow (not just a clickable link), your position is significantly stronger.
3. Document the condition report — pull any condition notes, images, and descriptions from the lot record. If you used a black light or other verification method, note that in your dispute response.
4. Contact your payment gateway directly — Stripe, Authorize.net, Elavon, and other gateways each have their own chargeback dispute portals. Submit your evidence package there, not through Bidsquare.

After the dispute is resolved — in your favor or not — apply the appropriate flag to the buyer's profile if the chargeback was fraudulent or without merit. This protects other auction houses in the network.

When you open a bidder's full profile (Users › [user] or via the User Registration tab during vetting), any active Bad Bidder flags from any auction house in the Bidsquare network appear in the Flags section of their profile. You can see the reason text and the date the flag was placed.

This network visibility is the main reason the vetting step matters. A quick click through to a bidder's full profile before approving them surfaces flags you wouldn't otherwise know about — far more valuable than just checking the credit card icon.

When the Mailchimp integration is connected and active, Bidsquare can sync subscriber data to your Mailchimp audience. Bidders are added to interest groups based on the alert preferences they set themselves in their account — there is no automatic assignment.

Bidders manage their preferences by going to My Account > My Alerts, where they can opt in to specific categories and notification types. These selections are then reflected in the corresponding interest groups in your Mailchimp audience when a sync occurs.

If a bidder hasn't set any preferences in My Alerts, they won't be assigned to any interest groups — even if they're subscribed to your list.

Native multi-email support for consignor accounts is on the roadmap. In the meantime, the recommended workaround is to create a custom field on the consignor record to store any additional email addresses.

Note that communications (e.g. settlement emails) will still only go to the primary email on the account — the custom field serves as a reference only.

Nothing in Bidsquare syncs to QuickBooks automatically. Every sync must be triggered manually by a staff member with the correct QBO permission.

To run your first sync:

1. Go to Settings › QuickBooks.
2. Confirm the connection is active (green status indicator).
3. Set your Sync Start Date — this determines how far back the initial sync will pull data. For a first sync, set this to the start of your current season or fiscal year.
4. Run a Test Sync on a single invoice first to verify the mapping is correct before syncing your full dataset.
5. Once confirmed, run the full sync for invoices and/or settlements as needed.

After a sync completes, check the Sync Summary tab (not the main QuickBooks dashboard) for the results — this is where errors and successes are logged. If records are missing, filter the Sync Summary to "Errors only" to identify what failed.

Paddle conflicts happen when two platforms' assigned paddle ranges overlap. The most common collision is LiveAuctioneers (which typically assigns paddles in the 900–1,000 range) conflicting with another platform using a similar starting range.

The fix: assign clearly separated, non-overlapping paddle ranges to each platform in Settings › Platforms. A recommended structure:

• Floor bidders: 1–899
• LiveAuctioneers: 900–1,999
• White-Label / website: 2,000–6,999
• Bidsquare Marketplace: 7,000–9,999
• Invaluable: 10,000+ (always highest — no exceptions)

Invaluable assigns random high paddle numbers that cannot be predicted — if their range overlaps with any other platform, post-sale imports will assign lots to the wrong bidders. Set Invaluable to 10,000+ and never change it.

If a conflict has already occurred in a completed import and invoices were generated for the wrong bidders, contact support — this requires manual correction and cannot be self-resolved cleanly.

You need to manually enable each state where you have nexus. Bidsquare does not automatically detect nexus — you add states as your liability grows.

Go to Settings › Payment & Invoice › TaxJar Settings and add each state where you've reached the economic nexus threshold. Once a state is enabled, TaxJar will auto-calculate the correct rate for that state based on the buyer's shipping address.

A few things worth knowing:

• Thresholds don't reset automatically. Most states use a rolling 12-month window — a single large sale can trigger ongoing liability until you formally deregister.
• In-person pickups: mark these as Pickup on the invoice. The system will then use your business address (not the buyer's address) to determine which state's tax applies.
• Foreign buyers: mark invoices as tax-exempt and seek formal tax advice for your specific situation — cross-border tax treatment varies significantly.
• Duplicate state entries in reports usually mean one record was manually entered. Use the invoice filter to identify and reconcile the entries.

For filing, the Sales Tax Report in Reports › Sales Tax provides filterable data by date range and invoice/payment date. Using an accounting tool like QuickBooks Online alongside TaxJar is the recommended approach for managing remittance.

Go to Settings > Account Settings. The logo upload option is there — but only the primary account holder has access to this page. Sub-users and staff accounts cannot see it.

If you're getting a validation error on upload, check that your image file meets the required format and dimensions. If you're not the primary account holder, contact support with the file and we can update it for you.

User management is restricted to the primary account holder. If you've lost access to this page, it's likely that the primary account role was transferred to another user at some point — possibly unintentionally.

Contact support with your account details and we can identify the current primary account holder and transfer it back to you.

This happens when an email template contains a placeholder that hasn't been mapped to the correct merge tag. For example, a bid limit appearing as literal text like {user_bid_limit} instead of the actual value.

To fix it, go to your Email Templates settings and locate the template in question. Replace the broken placeholder with the correct merge tag — for bid limits, this is {user_bid_limit}. Save the template and it will render correctly for all future emails.

If you're not sure which tag to use, contact support and we can update the template for you.

Yes — settlements do not update automatically when buyer invoices are paid after generation. If the settlement is still in New status (not yet sent to the consignor), the cleanest approach is to delete it and regenerate. The new settlement will reflect the updated payment status.

If the settlement has already been Sent:

• You can edit the settlement directly to adjust the commission calculation for the now-paid lot — use the lot-level commission override.
• Alternatively, send the consignor an updated statement manually (outside the system) explaining the adjustment, and record the corrected payout amount when you pay out.

If the settlement has already been Paid out: you'll need to handle any adjustment as a separate supplementary payment to the consignor. There's no mechanism to re-open a paid settlement.

Each icon on the settlements list flags a condition on that settlement that may require your attention before sending:

• Red dollar sign (💲) — one or more lots on this settlement have a buyer invoice that is still unpaid (Sent or Partially Paid status). You are being asked to settle with the consignor before you've collected the buyer's money. Decide whether to wait, or send with a note explaining the outstanding balance.
• Yellow gavel (🔨) — the settlement includes unsold lots. Commission is not charged on unsold items. Review whether these lots should be returned, re-listed, or noted before sending.
• Orange downward-arrow dollar (💰↓) — one or more lots sold below the consignor's reserve price. This doesn't block sending but proactively flagging it to the consignor before they see the statement avoids disputes.

Settlements with none of these icons are clean — all lots are sold, invoices are paid, and nothing sold below reserve.

Consignor profile merging is not currently available as a self-service function. Deleting a consignor profile that has attached consignments, items, or settlements is blocked by the system to protect your financial records.

The practical workaround most auction houses use:

• Designate one profile as the primary and add a note on the duplicate flagging it as inactive.
• Route all new consignments to the primary profile going forward.
• If you need historical settlement history visible in one place, export the Settlement Journal (Reports › Settlement Journal) filtered to both profiles and keep it as your consolidated record.

Contact support if you need assistance identifying which records are attached to each profile before deciding how to proceed.

Yes. Go to Settings › Auction Settings › Payment & Invoice and look for the Settlement Settings section. You'll find a toggle to control whether the reserve price column appears on settlement statements sent to consignors.

This is a global setting — it applies to all settlements you generate from that point forward. If you need it changed and can't locate the setting, contact support and we can disable it for you.

The commission rule system supports percentage-based rules and step-down rules, but a hard per-lot dollar minimum (e.g., "30% or $45, whichever is greater") is not directly configurable as a single rule at present.

The workaround most houses use is to create a flat fee consignment charge to cover the minimum, applied selectively to consignments where low-value lots would otherwise fall below the floor. Alternatively, some houses build this into their consignor agreement and apply manual adjustments to the settlement before sending.

If minimum per-lot commission is a core requirement for your business, contact your onboarding manager — this is worth flagging to the product team as a configuration enhancement.

Not necessarily — it depends on whether the unpaid item was included in the settlement you already sent.

When you generate a settlement, you choose whether to include unpaid items. If you included the item and it has now been paid, the settlement figures are still correct — the hammer price and commission don't change when payment status changes. You may just need to update your own records to reflect the payment.

If you excluded unpaid items and now want to include the newly paid lot, you have two options:

1. Generate a supplementary settlement for the affected consignor covering just that item. You can generate multiple settlements per consignor — they don't have to cover the whole sale.
2. Regenerate the full settlement if the consignor hasn't been paid out yet and you prefer a single clean document. Delete the existing settlement and regenerate with the paid item included.

The recommended workflow is to wait until all invoices are paid before generating settlements — it avoids this situation entirely. See the Invoices & Settlements guide for the correct sequence.

Pre-registration mode and live catalog bidding are controlled by two separate steps — both are required:

1. Go to Auctions › [auction] and click Edit Auction.
2. Uncheck the Pre-Registration & Consignment Only checkbox and save.
3. Back on the Auctions list, confirm the Cloud Published toggle is ON. If the event was already published in pre-registration mode, it should still be toggled on — but verify.

After completing both steps, refresh your front-end auction page — the catalog should now be visible to bidders and the Register button should show bidding options rather than just pre-registration.

A few common causes, in order of likelihood:

• The auction is in pre-registration mode — when pre-registration is enabled, the event listing appears but the catalog is hidden. Edit the auction and uncheck Pre-Registration & Consignment Only, then save.
• Publishing lag — after toggling Cloud Published or saving an edit, there's a short indexing delay (usually 1–2 minutes) before changes appear on the front end. Wait a moment and hard-refresh the page (Ctrl+Shift+R / Cmd+Shift+R).
• Indexing backlog — very occasionally, a platform-wide indexing queue causes a longer delay. If the catalog hasn't appeared after 10 minutes and your Cloud Published toggle is definitely ON, contact support.
• Unpublished and republish — if all else fails, toggle Cloud Published off, save, then toggle it back on. This triggers a fresh indexing pass for the catalog.

Yes — you can update the buyer's premium on a published auction. The change will apply to all invoices generated after the update. Any invoices already generated before the change will retain the old rate.

To update it: go to the auction, open Auction Settings, and update the Buyer's Premium field. Save the change. If you're using the global default (which you should be for most auctions), the fix may actually be in Settings › Auction Settings › Buyer's Premium rather than on the individual auction.

Not necessarily — this is a processing delay, not an error. When you publish a large auction, the system queues the auto-registration of existing bidders in the background. For events with 1,000+ registered users, this process can take several minutes to complete.

Wait a few minutes, then refresh the Bidders tab. If the count is still far below what you'd expect after 10–15 minutes, contact support with the auction name and approximate expected bidder count.

Note: auto-registration only applies to bidders who have previously been approved for your auctions and have a valid registration history. Brand-new bidders always need to register themselves through the front end.

The Live Console tab is locked until 30 minutes before the scheduled auction start time. If the tab is greyed out, it means either:

• The auction's start time is more than 30 minutes away — in which case you need to wait, or
• The auction's start time is set in the past — the system has already passed the window and considers the sale overdue, which can also lock the console.

The fix for both is the same: edit the auction's start time. Set it to approximately 25–30 minutes from now, save, and reload the auction page. The Live Console tab should now be accessible.

You can't undo bids in a completed Demo auction — but you don't need to. The simplest approach is to create a new practice auction in your Demo environment for each clerking session:

1. In Demo, go to Auctions › Create Auction.
2. Set the start time to 25 minutes from now.
3. Add a few test items (use your existing Demo inventory or create quick placeholder items).
4. Publish the auction, approve a test bidder, and open the console when the window opens.

Demo is your safe environment — create as many test auctions as you need. There's no limit, and nothing in Demo ever affects your Production system.

This almost always means bid increments were not configured in auction settings before the sale opened. The console can only display increment tables that already exist — it doesn't create them on the fly.

Fix for the current sale: Go to Settings › Auction Settings › Bid Increments and add your increment table now. Save it, then reload the console — the new table should apply. Note that if the auction is already running, the change may not take effect on the current lot; it will apply from the next lot onwards. If increments still don't appear after saving, contact support with a screenshot.

Prevent it next time: Build your increment tables in Settings before you create any auctions. You can configure separate tables for Live and Timed sales. The global table applies automatically to all auctions unless you override it at the auction level — and you almost never should.

Use Undo Last Bid immediately — it's the fastest and safest recovery. The undo button reinstates absentee bids to their original state. Work backwards lot by lot if needed; you can undo all the way back to the opening bid.

If the lot has already been closed (sold or passed) and you need to reopen it:

1. Turn Auto Start Next Lot OFF first — this is the most common failure point. You cannot safely reopen a lot while auto-start is active.
2. Use the Reopen Lot option from the lot's action menu.
3. Correct the winning bid, then close the lot again.
4. Turn Auto Start Next Lot back on before continuing.

For data issues that are easier to correct after the sale (wrong paddle number recorded, wrong price entered), a backend correction is usually faster and safer than reopening mid-sale. The Auction Audit Log records every action with millisecond timestamps — use it to reconstruct exactly what happened if you need to investigate.

Use the gear icon (⚙) in the top-right corner of any list view — including the Lots & Items tab. This opens the column configuration panel.

1. Click the gear icon on the Lots & Items tab.
2. Select the CSV Columns tab in the panel.
3. Tick only the columns you want in your export — for example Item ID and Title only.
4. Click Apply, then use the download icon to export the CSV.

You can also rename column headers in the export — useful when sending catalog data to third-party platforms that require specific column names.

Bidsquare has two reports that serve this purpose:

• Invoice Payment Records (Reports › Invoice Payment Records) — shows real-time payment status for all invoices, including payment method, date, amount, and outstanding balances. This is your primary accounts-receivable monitoring tool.
• Invoice Journal (Reports › Invoice Journal) — line-item detail of every financial transaction on every invoice: hammer price, buyer's premium, tax, fees, payment method, and payment date. This is the report for your accountant — export it as CSV after each auction cycle and save it as your permanent financial archive.

For consignor payments specifically, use the Settlement Journal (Reports › Settlement Journal), which shows every settlement deduction, commission amount, and payout date across all your consignors.

All three reports support date-range filtering and export as CSV.

Use the Sales Tax Report (Reports › Sales Tax Report). This report gives you a breakdown of all invoiced amounts by tax status — taxable, exempt, and total — across a selected date range or set of auctions.

For a more detailed reconciliation:

• The Invoice Journal includes a tax column for every line item — export it and sum by tax status in a spreadsheet for a full breakdown.
• If you use TaxJar, the tax breakdown is also visible on individual invoices (with state, county, and city jurisdiction splits if enabled).

If your accountant needs this data in QuickBooks, the QBO integration maps tax amounts to your configured tax codes automatically during each sync.