Auction.com - earnest money - buyer premium 5%

[May Muuse]

Hi, 

I’m about to bid on auction.com. When I registered, there is buyer 5% premium or $2500. When is this amount due? Is the 5% premium earnest deposit? If not how much is the earnest deposit typically? I also saw $2500 cancellation fees. If I have to withdraw from the deal after winning, do I lose 5% premium and $2500? The deal is $400k. Buyer premium is $20,000. So if the deal doesn’t go thru is my out of pocket $22500? I’m securing funding from a private money lender for the transaction and I want to be certain. 

Also, I called auction.com and all I got is robots. How do I get to actually talk to someone?

Thank you for answering.