Problems communicating with the buyer

If you're having issues communicating with the buyer – we can help.

Here are some tips to help the trade run smoothly:

  1. Check your junk or spam folder in case emails are there.
  2. Check that you're using their correct email address. This can be found from your 'Sold' page.
  3. Send through your contact number so the buyer can get in touch another way.
  4. Spam filters can block emails automatically – check your email settings to make sure nothing has slipped through.


The buyer hasn't made contact

We expect contact within two working days – and payment within a week.

If the buyer hasn't made contact, or has pulled out of the sale, you can apply for a success fee refund. We'll email the buyer to remind them of their obligations. 

If the buyer has paid for an item, but you haven't received delivery details – get in touch with them via email.

If your success fee has been refunded, and you'd like to move on from the trade, you can refund the buyer’s payment and relist.

If you're having issues communicating with the buyer – we can help.


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