No communication from the buyer or seller
What to do if the buyer or seller doesn’t email you within two days. Find out how we can help if you don’t hear from the other trader.
Find out what to do if you haven’t heard from the buyer or seller about your trade.
Expected buyer and seller communication
When members buy or sell on Trade Me, we expect:
- Communication through email within 2 working days.
- Completing the trade within a week.
Learn more in our Code of conduct.
No emails from the buyer or seller
If you aren’t getting emails about a recent trade:
- Look for emails in your junk or spam folder.
- Make sure your correct email address is saved on Trade Me.
- Check you're using the correct email address for the other trader. Find this information on your ‘Won’ or ‘Sold’ listing page.
Shipping update emails
If your item is from a professional seller or store, tracking information or shipping updates may come directly from their courier company. Follow up with the seller directly if you have questions about shipping.
Next step as a buyer
File a dispute report. When you file your report, we can contact the seller on your behalf. With your permission, we can include your phone number, so they have an alternative way to reach out to you. Find out about the dispute resolution process and filing a report.
Next step as a seller
Apply for a success fee refund. When you apply for a success fee refund, we can give the buyer a nudge to complete the trade. If they don’t, we’ll refund your success fee and you can relist your item. Find out how to apply for a success fee refund.