Trade issue FAQ
Get the answers to common questions about trade issues, disputes, and complaints.
Get the answers to common questions about trade issues, disputes, and complaints.
Communication
We expect members to communicate openly and respectfully to ensure a smooth trade. Here is what you need to know about getting in touch.
How quickly should I expect a response from a buyer or seller?
How do I check that my Trade Me email address is up to date?
You can update your email address on the Trade Me website or app. Making a change will apply to all future trades, but keep in mind that if you update your email address mid-trade, the other member will still only have your previous email address.
To change your email address on the Trade Me website:
1. Go to My Trade Me.
2. Under ‘Update my details’, select Change email address.
3. Add your new email address and enter your password.
4. Select Save.
5. To finalise the change, check your inbox for a confirmation email and select Enable your membership.
To change your email address on the iOS app:
1. Go to My Trade Me.
2. Select profile-framed Profile & Account.
3. Select My details.
4. Select your email address.
5. Delete your current email address and type your new email address.
6. Select Update.
7. To finalise the change, check your inbox for a confirmation email and select Enable your membership.
To change your email address on the Android app:
1. Go to My Trade Me.
2. Select profile-framed Profile & Account.
3. Select My details.
4. Select your email address.
5. Delete your current email address and type your new email address.
6. Select Update.
7. To finalise the change, check your inbox for a confirmation email and select Enable your membership.
What should I do if I haven’t heard from the buyer?
We recommend giving the buyer 2 to 3 working days to reply, and up to a week to complete the payment. If there is still no contact, you can cancel the trade.
What should I do if I haven’t heard from the seller?
We recommend giving the seller a couple of working days to respond. If you still haven’t heard back, your next step is based on whether or not you’ve paid.
- Haven't paid yet: Place feedback about your experience. Sometimes this will nudge the seller to get in touch.
- Already paid: File a dispute report so we can contact the seller for you.
Can Trade Me contact the other member for me?
Not usually. We encourage members to communicate with each other first to try to resolve any issues.
However, if the buyer has filed a dispute report, we may step in to help facilitate contact or resolve the issue.
Feedback
Feedback helps keep our community safe and trustworthy. Learn about feedback when things don't go to plan.
Can I leave negative feedback?
Leave feedback that honestly reflects your experience. We recommend trying to resolve the issue by email first.
What happens if the other person leaves me bad feedback after I cancel?
Refunds
Sometimes trades don't work out. Find out when a refund is required and the best way to return funds to a buyer.
How do I ask the seller for a refund?
You might get a refund from the seller if:
- The item never arrived.
- The item is very different from what the seller described.
- The seller cancelled the trade after you paid.
If you are in one of these situations, always start by contacting the seller to ask for a refund. If they agree to cancel the trade, they will need to refund your money back to the same place you paid from.
If the seller isn't responding or you can't reach an agreement, file a dispute report within 30 days of your purchase so our team can step in and help.
As a seller, do I have to give a refund?
How do I send money back to a buyer?
The refund process depends on how the buyer paid. Get all the info on buyer refunds.
Remember, you need to refund the buyer back to the same place they paid from. For example, if they paid with Ping, you need to refund through Ping.
Will I get a success fee refund?
If you are a professional seller, you can apply for a success fee refund once the trade is cancelled. You must do this within 45 days of the listing closing.
If you are a casual seller and weren't charged a fee, you don't need to apply for a success fee refund.
Cancelling a trade
Need to back out of a trade? Understand your obligations and the steps you need to take to cancel an agreed trade.
Do I have to cancel a trade if the buyer asks?
No, you don't have to cancel, but we encourage you to work together and be understanding if the buyer made a mistake.
Does Trade Me automatically cancel the trade if the buyer doesn't pay?
No. You need to cancel the trade yourself. We don't know a trade has fallen through until you tell us.
Can Trade Me force a trade to go ahead?
No, Trade Me doesn’t have the legal power to force anyone to complete a trade. We do our best to remind members that they’ve entered into a contract when they agree to a trade, but that’s as far as we can go.
If you want to take things further, chat with someone at your local Citizens Advice Bureau (CAB). They can explain your options.
I’m not happy a trade was cancelled. Where can I get advice?
If you are unhappy about a cancelled trade and want advice, you can chat with your local Citizens Advice Bureau (CAB). They can run you through your options.
Should I contact the Disputes Tribunal?
If you have spoken with the CAB and still strongly feel the other party should complete the trade, you can make a Disputes Tribunal claim.
Filing a dispute report with Trade Me
If you’re having trouble resolving an issue with another member, we can step in to help.
What’s a dispute report?
A dispute report is how you let us know that you need help resolving a problem with your purchase. You can file a dispute report for issues like non-delivery (if the item hasn't arrived after 7 days) or if the item is not as described or faulty.
How does the dispute resolution process work?
Here’s how our disputes process works:
- Contact the seller. Always try to resolve the issue directly with the seller first.
- File a report. If you cannot reach a resolution, file a dispute report within 30 days of your purchase.
- Get help from our team. We will step in and work with both members to help resolve the issue.
You can file a dispute report if your item hasn't arrived after 7 days, it's faulty or it's not as described.
Am I covered by Buyer Protection?
When you make a purchase with Ping or Afterpay, we've got your back with Buyer Protection. That means you might be eligible for a refund (up to $5,000) if your purchase doesn't turn up, is faulty, or isn't as the seller described.
After you file a dispute report, we’ll review whether you’re eligible for Buyer Protection. Check out our Buyer Protection policy to see full eligibility criteria.
Relisting and fixed price offers
If a trade didn't work out, discover your options for giving your item another chance to sell.
Can I offer the item to another bidder without relisting?
How do I relist my item?
You can relist an item from the Trade Me website or App. Learn about how relisting works
To relist an item on the Trade Me website:
1. Select Unsold from My Trade Me.
2. Select Relist on the expired listing. (If the option isn't available – open the listing and select Relist.)
To relist an item on the iOS app:
1. Head to My Trade Me profile-framed and select 'Unsold' tag-cross from the 'Selling' section.
2. Select the listing.
3. Select Relist.
To relist an item on the Android app:
1. Head to My Trade Me profile-framed and select Unsold tag-cross from the 'Selling' section.
2. Select the listing.
3. Select Relist.
How do I send a fixed price offer?
You can send a Fixed Price Offer from the Trade Me website or App. Learn about how Fixed Price Offer works.
To send a Fixed Price Offer on the Trade Me website:
1. Select Fixed Price Offer on the expired listing or on your Unsold page.
2. Enter your offer price.
3. Select the watchers you'd like to receive the offer.
To send a Fixed Price Offer on the iOS app:
1. Head to 'My Trade Me' profile-framed and select Unsold tag-cross from the 'Selling' section.
2. Select the listing.
3. Enter your offer price.
4. Select the watchers you'd like to receive the offer.
To send a Fixed Price Offer on the Android app:
1. Head to 'My Trade Me' profile-framed and select Unsold tag-cross from the 'Selling' section.
2. Select the listing.
3. Enter your offer price.
4. Select the watchers you'd like to receive the offer.