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, like by Ping or bank transfer.
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 money goes back to the buyer's same debit or credit card. Success fees and the Ping fee are automatically refunded to the seller.
- If the buyer paid by bank transfer or 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 buyers 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:
- Head to trademe.co.nz in your browser. (Refunding Ping payments isn't available in the iOS or Android app.
- Go to My Trade Me.
- Under 'My balances', select Manage Ping.
- Select All transactions, select the transaction you'd like to refund
- 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 our desktop site.
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 success fees and the Ping fee back when you issue their refund.
If the buyer paid with bank transfer, cash, or Afterpay, you can apply for a success fee refund.
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