Question 1

How long does setup take?

Accepted Answer

Most shops are running their first trade-in within 15 minutes. Connect your POS, import your inventory, set your default offer formulas, and you're live.

Question 2

Do I need new hardware?

Accepted Answer

No. TradeLayer runs on any modern browser, iPad, or Android tablet. If you have a barcode scanner already paired with your POS, it works here too.

Question 3

Can multiple staff use it at once?

Accepted Answer

Yes. Every plan includes multi-device sync. Drafts started on the counter iPad show up on the back-office desktop instantly.

Question 4

Which POS systems do you support?

Accepted Answer

Shopify POS, Square, and Clover. We use the official APIs from each so inventory, gift cards, and customer records stay in sync.

Question 5

Will trade-ins show up in my POS reports?

Accepted Answer

Yes. Trades are written back as transactions or gift card issuances using the POS's native objects, so existing reports continue to work.

Question 6

Can I use TradeLayer without connecting a POS?

Accepted Answer

You can run a 14-day evaluation in standalone mode, but a POS connection is required for production use.

Question 7

Is there really a free trial?

Accepted Answer

Yes — 14 days, full access, no credit card required at sign-up.

Question 8

What happens after the trial?

Accepted Answer

If you don't add a payment method, your account pauses. Your data is preserved for 90 days while you decide.

Question 9

Can I cancel anytime?

Accepted Answer

Yes. Cancel from your account settings; your subscription stays active through the current billing period.

Question 10

Do you offer refunds?

Accepted Answer

We offer prorated refunds within 30 days of an annual purchase if TradeLayer isn't a fit.

Question 11

Where is my data stored?

Accepted Answer

On encrypted Postgres in US-East. Daily encrypted backups with 30-day point-in-time recovery.

Question 12

Who can see my POS tokens?

Accepted Answer

Tokens are encrypted at rest and decrypted only inside the trade evaluation function. They are never logged or exposed to the browser.

Question 13

Are you SOC 2 compliant?

Accepted Answer

We are in the audit phase for SOC 2 Type II. Reach out for our latest security questionnaire.

Question 14

An item isn't showing up in inventory search.

Accepted Answer

Force a sync from Settings → Integrations. If the SKU still doesn't appear, check that the product is active in your POS catalog.

Question 15

My gift card didn't issue.

Accepted Answer

Open the trade detail page and check the integration log. The most common cause is an expired POS token — re-authorize and retry.

Question 16

How do I contact support?

Accepted Answer

Email support@tradelayer.app or use the in-app chat. We respond within one business day on every plan.

Frequently asked questions.

Getting Started

POS Integrations

Billing

Security

Troubleshooting

Stop running trade-ins on a notepad.