Frequently Asked Questions

Prior to bidding in an online auction, potential bidders must create an account on our website. From there, they can browse and bid at each of our auctions.

Our online auctions have many similarities to in-person auctions:

• Items enter the ring on a lot-by-lot basis, starting at lot one, and cycle through until all lots have been sold
• Live bids are placed on each lot and bidders are able to increase their bid once their item has entered the ring
• One thing that’s different about this - you can look at the auction event page in advance of the auction’s closing date and place bids. However, you are still able to be out-bid when the auction starts closing. Additionally, buyers can set a ‘maximum bid’ in advance of the auction so that they don’t have to keep as close an eye on their watched items
• Read more about your first online auction experience in this blog post.

‘Event Begins Closing’ means that the first lot item enters the ring at that designated time. For example, if the event begins closing at 10:00AM, lot 1 will be up for bidding. If that item receives an active bid within 15 seconds while it is closing, the timer will reset to 15 seconds and keep resetting every time a bid is placed. Most auctions use 15 seconds; the "i" icon next to the closing time shows the timer for each sale. Once the timer reaches zero, the bidding for that item will close, deeming that item sold, and the next consecutive item will enter the ring. This continues until all items have gone through the ring.

The auction ends once every lot has closed. Lots close in numerical order, usually about 70 to 100 per hour, so lot 300 typically closes three to four hours after the auction begins closing. Busy bidding slows it down, so treat that as an estimate and set a max bid instead of planning to be online at an exact time.

Once you register for a bidding account, navigate to the ‘notifications’ tab. From there you can select the frequency and type of notifications you would like to receive. You will also need to select ‘watch this item’ from the auction event page for the specific item you are interested in bidding on in order to receive updates such as in-ring reminders. An in-ring reminder will allow you to determine how long before an item you are watching enters the bidding ring and send you a notification based on your preferences. For example, if you have specified '5 Items' and are watching Lot 15 in an event, you will receive a notification just after Lot 10 has sold.

From your bidding account, you can see items you are watching or bid on by visiting your dashboard and navigating to the ‘Watched Items’ or ‘Items I’ve Bid On’ tabs.

To change your maximum bid, first go to the item that you currently have a maximum bid on. Next, select the 'or enter maximum bid' option below the orange 'bid now' button. You will then see an option appear that says 'Retract your max bid', select that option to remove your current max bid, and you will be able to enter a new maximum bid on the item.

No. Once a lot starts its closing countdown, you can't increase your max bid. A max you set earlier keeps bidding for you up to that ceiling, but if someone goes past it, the lot can sell in seconds. Set the most you're willing to pay before the lot starts closing.

To retract a bid, go to the lot you want to retract your bid from (a quick way to get to the lot is by going to the 'Filter By' option above the first lot in the sale and select 'My Bids' this will show you every lot you’ve bid on in the event).

Once at the lot you want to retract your bid from, click the 'Retract your bid' option below the orange 'Bid Now' button. You can retract a bid while the lot is still open, in line with UCC § 2-328. Past a set number of retractions in one auction, you'll be asked for a reason, and the retraction normally still goes through right away. We reserve the right to require staff approval on an account if we see signs of fraud or suspicious bidding.

If you have a max bid placed, but have decided that you only want the item at your current high bid, select the 'or enter maximum bid' option below the orange 'bid now' button. You will then see an option appear that says 'Retract your max bid', select that option to remove your current max bid. This will only remove your maximum bid, but will retain your current high bid on the item.

No. Each lot is its own sale, and a winning bid is a binding purchase once the lot closes. You can retract a bid while the lot is still open, but not after it sells. If you're bidding on several similar lots and only want one, put your max bid on your first choice and only bid on backups you're prepared to pay for.

This varies by event. Each auction event page will list the address of the business where the items are located, and more information on where they are located if necessary. The equipment location is also listed in the 'Removal, Shipping Information and Special Terms' document available on the auction event page.

Unless an auction's terms say otherwise, items are sold in their current condition and location, with all faults and without any warranties. Look over the photos and description carefully and come to the preview if you can, because bidding means you accept the item's condition.

If something you buy is materially different from its written description, email info@grafeauction.com within two business days of picking it up. After that, the item is accepted as is.

Removal information is listed in the 'Removal, Shipping Information and Special Terms' document available at the top of the auction event page. It will also be listed at the bottom of your invoice which you will receive by email once the sale is complete.

Open Removal Appointments from your account menu (grafeauction.com/account/removal-appointments), or use the link on your invoice email.

You can book once you have an invoice for that auction, which is created as soon as you win your first item. Some auctions use open pickup windows instead of appointments; the auction page says which.

Have your invoice ready, on paper or on your phone. Your bidder number for that auction is on it, and that's how the person at check-in finds your lots.

To create an account, simply visit the account registration page, or click the person icon in the top right corner of the page. If you are on your mobile device, the person icon is at the bottom of the page. Learn more about creating an account on our resources page here.

Pick one email login and finish verifying it: email, phone and identity. Once it's verified, you can bid; you don't need a second account. If you'd like the unused account closed, contact us at 800-328-5920 or info@grafeauction.com.

Once you log into your account, click the person icon in the upper right section of the screen (on desktop), or bottom right of the screen (on mobile) and select ‘profile’. From there you can:

• Upload an avatar/image
• Change your name, company name, email address, and contact information
• Change your password

Then select ‘update profile’ in the top right corner of the screen to save your changes. Note: If you change your email or phone number, you'll need to verify the new one.

Please visit your profile and complete the verification processes to verify your email, phone number, and identity.

• When you created your account, you were sent an email with a link to click to verify your email address. If you haven't previously confirmed your email address, you can request a new confirmation email through your profile (located in the upper right corner of your profile).
• If you do not see the email confirmation, you may find the Where's My Email Confirmation page helpful.
• To verify your phone number, visit your profile, and click the 'verify phone number' button (located in the upper right corner of your profile). You will be asked to provide the 6-digit code by text message. A landline won't receive the code, so use a mobile number, or call 800-328-5920 and we'll finish that step for you.
• To verify your identity, you will be asked to upload a photo of your government-issued photo ID and a selfie through our secure partner, Stripe. Stripe asks for your consent before collecting and using your biometric information. They'll only use your verification data in accordance with the permissions you grant before starting the verification process, and based on their Privacy Policy.

There are a couple of common reasons why you are unable to bid including:

• An incomplete profile
• An account that isn’t verified - email, phone number, and identity must all be verified prior to bidding
• An overdue invoice: if an invoice is still unpaid on the third day after the auction, bidding is disabled and your active bids are retracted

Read more on how to troubleshoot here.

No. Your customer ID stays the same across every auction, and it's the number you see on your account on our website. A bidder number is assigned separately for each auction you bid in, and it only appears on your invoice once you win something. When you contact us, your customer ID or the email on your account is the easiest way for us to find you.

Once you register for a bidding account, navigate to the ‘notifications’ tab. From there you can select the frequency and type of notifications you would like to receive. Types of notifications include:

• Outbid Notifications
• Event Reminders
• In-Ring Reminders
• Won Item Notifications

• If you are not receiving text message notifications you may need to verify that you have a number listed in the 'Mobile Phone' section of your profile. If there isn't a phone number listed there the system will not be able to send you texts.
• If you are not receiving emails from us, check your spam or junk folder first. If our emails are there, mark them "not spam" or add info@grafeauction.com to your safe senders. If you ever marked one of our emails as spam, or unsubscribed in the past, your provider may be blocking all of them, including password resets and invoices. Email info@grafeauction.com and we'll restore delivery and check that the email address on your account is correct.

Every auction sale is subject to state and local sales tax unless otherwise noted. If you have a tax exemption certificate from your state, you can submit it to info@grafeauction.com.

Most auctions add a buyer's premium (a percentage of your winning bid) and sales tax where it applies. The premium rate for each auction is listed in its terms at the top of the event page.

Some auctions also have a load-out fee if you hire the independent contractors onsite to help with removal. They set that fee themselves, and it's listed under "Removal, Shipping, and Special Terms" and at the bottom of your invoice. If anything's unclear, contact us at 800-328-5920 or info@grafeauction.com before you bid.

The large number is what that bid costs you if it wins, with the buyer's premium already included. The smaller line under it shows the parts. On an auction with an 18% premium, the button reads "BID NOW: $2,714.00" with "Includes $414.00 premium · $2,300.00 bid" underneath, so the bid you're placing is $2,300.00. The high bid works the same way. The premium is figured on the winning bid, and each auction lists its rate in the auction terms at the top of the event page.

You'll see the total with premium on the bid button, the high bid, your max bid entry, the bid confirmation, your watchlist, and outbid and won-lot emails. Sales tax isn't included. It's added on your invoice where it applies.

Credit card (Visa, MasterCard, American Express, Discover) or ACH bank transfer. Pay through the link in your invoice email or from the Invoices section of your account on our website. Wire transfer is available for large purchases by prior arrangement. Cash, or a check from a buyer we've approved in advance, may be accepted only by prior arrangement with our office before the payment deadline, so contact us before then if you need to pay that way.

ACH payments can take up to 4 business days to clear. If you'd like to pick up while your ACH payment is still processing, contact us. After a quick review, we can usually release your items.

This means that your payment has been flagged for a manual review by our team. You do not need to attempt payment again, as it has already been approved by your card provider. Once our team reviews the payment they will process the payment and you will receive an email with your paid in full invoice. If there is an issue with your payment our team will reach out to you directly.

Yes. When you are making a payment, you are able to adjust the amount you are paying towards your invoice. You can then choose the amount you want to pay with each card or ACH payment. 

Plan to pay online before pickup, through the link in your invoice email or from the Invoices section of your account. Cash, or a check from a buyer we've approved in advance, may be accepted only by prior arrangement with our office before the payment deadline, so contact us before then if you need to pay that way.

Once you pay the invoice, we will email you a paid receipt. You will need to present this invoice to remove any of your purchases. You must make payment by noon the day after the auction. Failure to do so may result in the forfeiture of your purchases and their resale to other customers, and suspension of your bidding account.

Grafe staff don't load items. Once a lot closes, it's yours to remove, so plan to bring help and the right tools. Some items, especially signs, fixtures and display pieces, may still be installed when you arrive.

Almost every auction lists independent contractors you can hire to help with loading. Their contact information is under "Removal, Shipping, and Special Terms" on the auction page and at the bottom of your invoice. They set their own rates and aren't Grafe employees.

Winning a lot creates a binding purchase, and payment is due by noon the day after the auction. Risk of loss passes to you when you take possession at removal. If a paid item is lost, stolen or damaged before then, we'll refund you as described in the auction terms. Removing it within the removal window is your responsibility.

Yes. Send the person with a note from you saying they're picking up your items. That works at onsite removals and at our Stewartville office. For office pickups, you can also email us ahead of time with their name instead: reply to your invoice email or write to info@grafeauction.com.

If someone is picking up for more than one buyer, such as a spouse or business partner, they need a note from each buyer.

It depends on the auction. As a rough guide, restaurant sales usually run 2 to 3 days of removal, grocery and supermarket sales 5 to 7, and industrial sales 7 or more.

The exact dates and hours for each auction are in its Removal, Shipping, and Special Terms at the top of the auction page, and those always control. Items not removed by the end of the removal period are resold or disposed of at the seller's discretion, and you may be charged a disposal fee.

Shipping and/or preparation of items for shipment is not automatically available for purchases. If you would like your purchases shipped and/or prepared for shipment, it is your responsibility to do so and complete them within the removal timeline. 

You may be able to hire the onsite removal contact (who is a third party and not an employee of Grafe) to do so for you. However, this is not guaranteed and is solely at their discretion. We recommend you arrange shipping and/or preparation of items for the shipment before bidding. Trucking companies that regularly haul from our auctions are listed in each auction's Removal, Shipping, and Special Terms.

Items that don’t sell are disposed of either through resale or recycling.