Problems with your purchase

Find out what to do if you're having trouble with the seller, or something you've bought.

Buyer Protection shield illustration If your item has turned up and it's not as described, or hasn't turned up at all – we're here to help.

Check out our tips to get things sorted with the seller directly. If that's not working, file a report and our team will step in.

Paid via Ping or Afterpay?

You might be eligible for a refund under our Buyer Protection policy.

If you're a seller having problems with a sale you've made – we can help.

Select an issue below to get started:

I haven't received my item

1. Check the delivery details

  • Double-check that you've sent your correct delivery address. If you've sent the wrong delivery address, let the seller know.

  • Tracking details can be found in your Won items (desktop site only). If the seller hasn't sent tracking info, ask them to send it through.


2. Contact the seller

If the seller organised the shipping, they're responsible for the item until it's delivered.

  • If the item hasn't arrived within a reasonable timeframe, contact the seller to let them know.

  • They can raise an investigation with the courier to resolve any delivery issues.


3. File a dispute report

  • If you still haven't received the item or a refund, file a report below so we can step in.

  • By submitting a report, you agree to us contacting the seller on your behalf.

  • Depending on the nature of your dispute, you may be copied into the initial correspondence.

shield-24.svgFile a report

Note: Reports can be filed up to 45 days after the listing closes. If your purchase was more than 45 days ago, you can make a Disputes Tribunal claim.

My item is faulty or not as described

1. Check the purchase details (not as described)

  • Select the listing from your Won items – check the description against the item you received.

  • If you've accidentally bought the wrong item, contact the seller. If the seller doesn't accept 'change of mind' returns, try on-selling it on Trade Me.

  • If the item you received doesn't match the listing details, contact the seller.


2. Contact the seller

  • Contact the seller and tell them about the problem.

  • Most issues are resolved with good communication and patience.

  • If the item is faulty, the seller can choose to refund, replace, or repair it.


3. File a dispute report

  • If you still haven't received the item or a refund, file a report below so we can step in.

  • By submitting a report, you agree to us contacting the seller on your behalf.

  • Depending on the nature of your dispute, you may be copied into the initial correspondence.

shield-24.svgFile a report

Note: Reports can be filed up to 45 days after the listing closes. If you need to make a faulty item claim, get in touch with us.

Problems contacting the seller

 

1. Check your emails

  • Check your junk/spam folders, in case their emails have ended up there.

  • Send them an email – their details can be found in your Won items and purchase confirmation email.

  • Try contacting them from a different email address.


2. File a no-contact report

  • We'll email the seller, with you copied into the email chain.

  • You can 'reply all' – so the seller and/or our Customer Experience team can help.


3. Place feedback

  • Share your trading experience with the Trade Me community by placing feedback

  • Feedback must be in line with our Feedback policy.

  • Once things have been resolved, feedback can be edited once, within 45 days of the listing closing.

  • Sellers can't ask you to edit your feedback before resolving the trade.

shield-24.svgFile a report

Note: Reports can be filed up to 45 days after the listing closes. If your purchase was more than 45 days ago, try searching for another item.

The seller has pulled out of the trade

We know it's frustrating when things don't go to plan. We'll remove sellers from the site who repeatedly back out of trades without the buyer's agreement.

1. Place feedback

  • Share your trading experience with the Trade Me community by placing feedback.

  • Feedback must be in line with our Feedback policy.

  • Sellers can't ask you to edit your feedback before resolving the trade.


2. Look for something else

You might be able to find something even better! Learn more about Searching and Favourites – to find the perfect item.

If you feel strongly that the seller should complete the trade:

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