FAQ
Last Updated: 28 November 2025
Find answers to common questions. For support, email [email protected].
Note: This FAQ is currently available in English; translations are coming soon.
Getting Started
What are digital business products?
Professional templates and tools you can download and use immediately: spreadsheets, pitch decks, planning frameworks, checklists, and more. Rather than creating everything yourself, start with something that already works and customize it for your needs.
Is this only for Thai people?
The marketplace is open globally. Anyone can browse and buy. To create an account, you must be at least 13 years old; users under 20 need parental consent. Many products are available in Thai and English. To sell, you must be 18+ and have a Thai bank account for Stripe payouts.
Do I need separate accounts for buying and selling?
One account covers both. You can also create separate accounts if you prefer to keep buying and selling activity apart.
Buying Questions
What's your refund policy?
Digital products are nonrefundable after download or access.
Refunds may be granted when you contact us within 7 days:
- Product materially differs from its description
- Files are corrupted or cannot be opened
- Major features shown in previews are missing
Not eligible:
- Change of preference
- Found a cheaper alternative
- Changed mind after downloading
To request help, contact the seller first within 7 days of purchase. If the seller is unresponsive or you can’t resolve the issue, contact us and we’ll review. Remedies may include providing a corrected file or issuing a refund.
What happens to my purchases if a seller deletes their account?
Your files remain downloadable for 6 months after a seller leaves. A notice will appear on your Purchases page when this happens. We recommend backing up purchases to your own cloud storage (Google Drive, iCloud, etc.).
What license do I get when I buy a product?
Unless stated otherwise on the product page, purchases include a Standard License:
- Non‑exclusive, non‑transferable, non‑sublicensable
- Single‑entity use (you or your organization)
- You may not resell, redistribute, or claim the product as original work
Some sellers offer extended licenses. Check the product page for any custom terms.
Are downloads scanned for malware?
Yes. Every downloadable package (ZIP) is scanned on upload and before buyer delivery. If a live file is flagged as infected, buyer downloads are blocked immediately.
What happens next:
- Buyers: The listing stays visible, and your Purchases page shows a notice. The download button is disabled until the file is clean.
- Sellers: Replace the package with a clean version and submit updates for review. If you believe the detection is a false positive, contact support with evidence from your scanner. We review quickly and reinstate downloads after verification.
- Draft files: Draft packages are never downloadable by buyers.
Security note: Scanning reduces risk, but no system can catch every issue. Keep antivirus active on your device and scan files before use.
Selling Questions
I'm not a company. Can I still sell?
Yes. Individuals and companies can sell. You need a Stripe account connected to a Thai bank account. See Stripe's Thailand requirements for details.
How long does product approval take?
Usually within 24 hours on weekdays. Every submission is reviewed by a human. If delayed, check your email for follow-up questions from our team. Clear previews and detailed descriptions speed up approval.
How exactly do the commission tiers work?
Commission tiers are based on lifetime sales:
- Silver (฿0+): 25% commission
- Gold (฿10,000+): 20% commission
- Diamond (฿100,000+): 15% commission
Your tier updates automatically as you sell more. The new rate applies to future sales (not retroactive). Track progress in the Revenue Calculator.
Can I update my product after people bought it?
Yes. Edit your product anytime. Your changes save as a draft while the current version stays live and available for sale. Once you submit updates for review and they're approved, previous buyers can download the new version at no extra cost.
I received a chargeback: what happens next (for sellers)?
Stripe handles disputes with the buyer’s bank. You’re responsible for chargebacks and related fees. We provide available evidence to help you contest chargebacks, and we may adjust payout timing to manage risk.
Payment & Money
When do I get paid as a seller?
Funds land in your Stripe account shortly after a sale (after platform and Stripe fees are deducted). Stripe then pays out to your Thai bank account.
First payout: Typically 7-14 days after your first successful sale while Stripe verifies your account.
Ongoing payouts: Thailand accounts support manual and automatic payouts. Payouts settle on a 7-business-day schedule. Configure your payout frequency in the Stripe Dashboard.
See Stripe's Thailand payout schedule for country-specific details, or Stripe's payout documentation for general timing and options.
What are the Stripe processing fees in Thailand?
Fees may change. See Stripe's official pricing for Thailand for current rates.
As of November 2025, Stripe fees (deducted per sale) are approximately:
- PromptPay: 1.65% + 7% VAT on the fee
- Domestic cards: 3.65% + ฿10 per transaction + 7% VAT on the fee and flat amount
- International cards: 4.75% + ฿10 per transaction + 7% VAT on the fee and flat amount
Notes:
- The 7% VAT applies to Stripe's service fees, not your sale price.
- The ฿10 flat fee applies per transaction.
Use the Revenue Calculator to estimate earnings.
What appears on my bank statement when I pay?
Card payments: Your seller’s configured business name/descriptor (set in their Stripe account)
PromptPay: Descriptor may show STRIPE PAYMENTS (THAILAND) LTD with a reference; exact wording can vary by bank
Do you issue tax invoices or receipts?
Payment confirmations are sent automatically after checkout. Because sellers operate their own businesses through Stripe Standard accounts, sellers are responsible for issuing tax invoices or receipts to buyers upon request.
Show me the math. What do I actually earn per sale?
Example: Sale price ฿1,000, Gold tier (20% commission).
If the customer pays with PromptPay:
- Sale price: ฿1,000
- Platform fee (20% at Gold tier): ฿200
- Stripe fee (about 1.77% with VAT): ≈ ฿17.70
- You receive: ≈ ฿782.30
If the customer pays with a domestic card:
- Sale price: ฿1,000
- Platform fee (20% at Gold tier): ฿200
- Stripe fee (about 3.91% + ฿10.70 with VAT): ≈ ฿49.76
- You receive: ≈ ฿750.24
If the customer pays with an international card:
- Sale price: ฿1,000
- Platform fee (20% at Gold tier): ฿200
- Stripe fee (about 5.08% + ฿10.70 with VAT): ≈ ฿61.53
- You receive: ≈ ฿738.47
Use the Revenue Calculator for precise estimates.
What happens to downloads during a payment dispute?
While a dispute is open, your downloads remain available. If the dispute is lost, access is revoked.
Do I need to handle withholding tax (WHT) on Stripe fees?
Yes. Under Thai law, when you pay service fees to a foreign company like Stripe, you must withhold 3% and remit it to the Revenue Department (applies to individuals in business and companies).
How Stripe helps:
- Stripe credits your account for the 3% WHT after receiving a valid withholding tax certificate. You have 3 months to submit it.
- You must still remit the 3% to the Revenue Department and send the certificate to Stripe.
- WHT applies only to Stripe’s service fees, not your total sales revenue.
Monthly process:
- Get your Stripe invoice (sent by the 10th of each month). See Stripe’s guide on downloading tax invoices.
- Calculate 3% of Stripe fees (before VAT) from that invoice.
- Pay that amount to the Revenue Department by the deadline (usually the 7th or 15th of the next month; confirm on their site).
- Issue a withholding tax certificate and send it to Stripe.
About the WHT certificate:
- The withholding tax certificate (หนังสือรับรองการหักภาษี ณ ที่จ่าย) is what you send to Stripe.
- Use the Revenue Department’s standard form or the RDT e-Withholding Tax system.
- Many accounting systems can generate the form.
- Sign it (and stamp if applicable).
- Email a scan and mail the physical original to Stripe.
See Stripe’s WHT guide for Thai businesses for addresses and details.
Timeline example:
- Fees from May → invoice by 10 June.
- Pay WHT by 7 July (or 15 July if e-filing).
- Send the certificate within 3 months, or Stripe will deduct the 3% from your balance.
Cash flow example (Stripe fees = ฿1,000 before VAT):
- Stripe charges: ฿1,000 + ฿70 VAT = ฿1,070
- Stripe credits back: ฿30 (3% WHT) after receiving your certificate
- You pay the Revenue Department: ฿30
- Net cost for Stripe’s service remains ฿1,070 (you remit tax using funds Stripe credits back after certificate submission).
In which currency are payouts sent?
Thai Baht (THB) only.
Do I need to pay taxes on my sales?
Yes. Your obligations depend on total income and business structure.
- You must pay income tax on earnings.
- If annual turnover is under ฿1.8M, you are exempt from charging VAT on sales.
- Stripe provides annual summaries to help with filing.
- Keep complete records from day one.
I've earned over ฿1.8M. Will Stripe handle the VAT for me?
Stripe and Digiwava do not calculate, collect, or remit VAT on your behalf.
Because you operate your own business through a Stripe Standard account (connected to our platform), you manage your taxes. After crossing ฿1.8M turnover in a year, you must:
- Register for VAT with the Thai Revenue Department.
- Adjust product prices to include 7% VAT.
- File monthly VAT returns and remit collected VAT.
Consult a local accountant as you approach this threshold. See Stripe's Thailand tax overview for additional context.
Platform Policies
How are disputes between buyers and sellers handled?
- Contact the seller first from your Purchases page (open the chat for that product). You can also open chat from the product page after purchase.
- If unresolved, contact us with details of your issue.
- We'll review and may mediate, but we're not a party to transactions.
For refund eligibility, see our Terms of Use. Buyers can also dispute charges directly with their bank, though we encourage resolving issues through the platform first.
Can I sell the same product on other sites?
Yes. We don't require exclusivity. You're free to list your products on multiple platforms.
Someone copied my product and is selling it cheaper. What now?
Contact us with:
- A link to your original product
- A link to the suspected copy
- Evidence you created it first (file timestamps, dated emails, etc.)
We will review and take appropriate action.
Still Stuck?
What if my question isn't answered here?
Email [email protected] with:
- What you're trying to do
- Any error messages you see
- A screenshot if helpful
We respond within 1-2 business days (Thai or English).
See also: Terms of Use, Privacy Policy