Buyer refunds
Find out when buyers can get a refund and how sellers send money back by refunding Ping or refunding Afterpay.
Find out when buyers can get a refund and how sellers send money back.
When buyers can get a refund
A buyer might get a refund from a seller if:
- The item never arrived.
- The item is very different from what the seller described.
- The seller cancelled the trade after you the buyer paid.
How to ask for a refund
The fastest way for a buyer to get their money back is to talk to the seller first. Here’s what to do if you want a refund:
- Contact the seller. Send them a message. Clearly explain the problem. Give them a chance to fix it, like sending the correct item or giving you a refund.
- Agree on a refund amount. Work with the seller to decide how much money they will send back to you.
- The seller sends the money. They will send the refund using the same way you paid them.
If you can't work things out
If you try to work things out with the seller but can't reach an agreement, Trade Me might be able to help. Learn more about filing a dispute report.
Where refunds get paid
When a seller gives the buyer a refund, the money goes back to where it came from.
- If the buyer paid with Ping, the total purchase price (including the Service Fee) goes back to the buyer's same debit or credit card. The transaction fee is automatically refunded to the seller.
- If the buyer paid by cash, the seller will send the money to the buyer's bank account or return the cash.
- If the buyer paid with Afterpay, the seller will refund the payment to the buyer's Afterpay account. Afterpay will handle the refund back to the buyer's bank account or card.
Refunding Ping payments
Sellers can refund payments within 45 days of the listing closing. To refund a payment older than 45 days, contact us below.
To refund a Ping payment on the Trade Me website:
1. Head to your Sold listings.
2. Choose the listing you want to refund.
3. Under the Purchase summary, select Refund.
4. Review the refund amount. Select Refund.
To refund a Ping payment on the iOS app:
1. Go to My Trade Me.
2. Select Sold.
3. Select the listing you want to refund.
4. Scroll down. Under 'Other actions', select Send refund.
5. Review the refund amount. Tap the amount to update it.
6. Select Confirm to send the refund.
To refund a Ping payment on the Android app:
1. Go to My Trade Me.
2. Select Sold.
3. Select the listing you want to refund.
4. Select Refund.
5. Review the refund amount. Tap the amount to update it.
6. Select Refund.
Refunding Afterpay payments
1. Go to My Trade Me.
2. Select Sold from the left-side menu.
3. Find the listing, then select Payment details & refunds from the right-hand side.
3. Select Issue refund.
4. Select the amount you'd like to refund, and follow the steps to confirm.
To refund an Afterpay payment, visit trademe.co.nz in your browser.
To refund an Afterpay payment, visit trademe.co.nz in your browser.
After the seller refunds the buyer
If the buyer paid with Ping, you automatically get the transaction fee back when you issue their refund.
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