Problems with your purchase

I've paid and haven't received my goods or service

Once you've paid for the goods, you should allow at least seven days for them to arrive before contacting us. We’ve found the vast majority of trades are resolved within this timeframe, so if it hasn’t been that long, here are some things to try in the meantime:

  • Read the auction details carefully. There may be genuine reasons why the shipping is taking longer than you expect. Perhaps the item is being sent to a rural delivery address, or maybe you purchased a ‘made to order’ item that may take longer to produce. If you ordered from an international seller, their shipping timeframes are longer so check if there was a note about this on the original listing.

  • Double-check the payment. When paying through internet banking it can be easy to make a mistake when entering details such as account numbers or reference details. Check with your bank if you need help locating a payment. If you paid by credit card, perhaps it declined, or if you used one of our payment systems (Ping or Pay Now) or via Afterpay, we may be waiting for more information from you. Check your credit card statement and keep an eye out for any emails from Trade Me support.

  • Email the seller. We find that having direct communication with the seller solves the majority of delivery problems. To speed things up, provide the seller with the purchase reference number (it starts with a ‘P’), the date you made the payment and the reference you included. Ask the seller when they sent the goods and when you can expect delivery. The seller may be able to give you a tracking number for your purchase.

  • Check your spam filters and junk mail box. Make sure the seller's emails aren't being blocked by your email provider or directed to your junk mail box.

  • Place feedback on the auction. We find that placing friendly feedback on the auction can help to facilitate contact if there is trouble with emails being sent or received. Remember to keep your message polite and stay within our feedback policy requirements.

If you’ve been through those steps, and still can’t reach a resolution with the seller, please file a dispute report.

The goods or service were different than described

If the item you receive is significantly different to the item described in the listing (remember to read it carefully), or the service provided was different to what was agreed, we recommend you contact the seller.

Most sellers will do their utmost to try and resolve any issues. They may offer you a refund, repair or a replacement item. You should work with the seller to reach an agreement on a suitable outcome.

If you have paid for the listing using one of our payment systems (Ping, Pay Now or Afterpay), the trade may fall under our Buyer Protection policy

If you are unable to resolve the situation after communicating with the seller then please file a dispute report.

The goods are damaged

If the goods arrived damaged, you should contact the seller immediately. It may be that a claim needs to be logged with the carrier, as it could have been damaged in transit, and this needs to be addressed ASAP. We also recommend taking pictures quickly, as both the seller and the carrier will likely need these. 

Thank you for your feedback!