Problems with a trade
What to do if the buyer pulls out of a trade.
Sometimes a trade doesn’t work out. Learn about what we expect during a trade and what to do if things don’t go to plan.
Expectations and timeframes
While we always do our best to support you, smooth trades rely on everyone acting quickly and following the timeframes in our Code of Conduct.
Communication
Both buyers and sellers should respond to emails within two working days.
Payment
Buyers should pay for items within a week of an auction closing. Sellers can also include specific payment terms in their listing description or agree on a timeframe with the buyer via 'Questions & Answers'. If the buyer doesn't pay within the agreed period, the seller can cancel the trade.
Shipping and collection
Sellers should ship items within a week of receiving payment and the delivery address, unless the listing says otherwise.
If the buyer doesn’t send their shipping address or payment for shipping within a week of the purchase, the seller may cancel the trade.
What might go wrong
Here are the most common situations where a trade might not go to plan.
No communication
If you haven't heard from the other person after two working days, try reaching out again.
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.
Next steps
If you still can’t get in touch with the other trader, follow these steps.
Sellers:
- Email the buyer to let them know the trade isn't going ahead.
- Refund the buyer in full using their original payment method if they have already paid.
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Place feedback about your experience. Relist the item or send a fixed price offer. Learn more about your options if an item didn’t sell.
Buyers:
- If you haven't paid, place feedback about your experience. Sometimes this will nudge the seller to get in touch.
- If you've paid, file a dispute report so we can contact the seller for you.
Accidental bid or purchase
If you make a mistake, contact the seller immediately. Sellers don't have to cancel for accidental bids, but many are happy to help if you reach out quickly and honestly.
Error in listing
If there has been a genuine error with the trade, for example an item is out of stock or has the wrong price, the seller should let the buyer know immediately. Most people are pretty understanding. You’ll need to come to an agreement about cancelling the trade.
Next steps
If there is an error in the listing, follow these steps.
Sellers:
- Agree to cancel the trade over email.
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Refund the buyer in full using their original payment method if they have already paid.
Buyers:
- If you paid and the seller doesn’t give you a refund, file a dispute report so we can contact the seller for you.
- Place feedback about your experience.
While this is frustrating, we can't force a seller to go through with a trade if there is a genuine error.
Change of mind
We don't have a 'change of mind' policy, but both traders can agree to cancel. If you need to cancel, email the other person to explain why.
Most people are understanding. While a change of mind can be frustrating, Trade Me doesn’t have the legal standing to force someone to hand over the goods or complete the trade.
If you aren't happy about a trade being cancelled, learn more about what you can do.
Unexpected shipping costs
If shipping costs are significantly more than what’s on the listing, the seller should let the buyer know. Both parties should try to find a solution. If you can't agree on who covers the extra cost, you can agree to cancel the trade.
Shipping or collection delay
If a seller doesn't ship an item within a week of receiving payment, the buyer can cancel the trade.
If you’re not able to organise shipping or collection within a reasonable timeframe, file a dispute report.
Item is not as described
If the item turns up but doesn’t match the listing description, you could be eligible for Buyer Protection.
Next steps
If the item delivered doesn't match the listing description, follow these steps.
Buyers:
- File a dispute report to tell us about the issue. If you’re eligible for a refund through Buyer Protection, we’ll let you know.
- Place feedback about your experience.
Faulty goods
You may be eligible for a refund through Buyer Protection if you receive the item from an In Trade seller and it stops working, or is faulty, within a reasonable amount of time after purchase. Review the Consumer Guarantees Act.
Next steps
If the item you purchased is faulty, follow these steps.
Buyers:
- File a dispute report to tell us about the issue.
- If you’re eligible for a refund through Buyer Protection, we’ll let you know.
- Place feedback about your experience.
Sold to someone else or offsite
Listing an item is a commitment to sell it through Trade Me. Selling offsite or to someone else after confirming the trade is unfair to the buyer.
Next steps
If the item was sold to someone else or offsite after the trade was confirmed, follow these steps.
Buyers:
- Place feedback about your experience.
- If the seller has other live listings you can use community watch to report their behaviour.
Non-delivery
If you arrange for shipping with the seller and the item doesn’t arrive within the agreed (or a reasonable) timeframe, you could be eligible for Buyer Protection.
Next steps
Buyers:
- File a dispute report to tell us about the issue. If you’re eligible for a refund through Buyer Protection, we’ll let you know.
- Place feedback about your experience.
Still have questions?
Still have questions about a refund, cancelled trade, or dispute? Find quick answers in our Trade issue FAQ.
Cancelling a trade
Both the buyer and seller should agree before you cancel a trade. If you’re cancelling because you haven't heard from the other person, send them an email first to let them know the trade isn’t going ahead.
Cancel as a seller
You don’t need to move the listing from your Sold folder.
To cancel a trade as a seller:
- Reach an agreement with the buyer. If you haven’t had any communication with them, send an email to tell them trade isn’t going ahead.
- Refund the buyer.
- Place feedback about your experience.
- Relist the item or send a fixed price offer. Learn more about your options if an item didn’t sell.
Cancel as a buyer
To cancel a trade as a buyer:
- Reach an agreement with the seller. If you haven’t had any communication with them, send an email to tell them trade isn’t going ahead.
- Place feedback about your experience.
Get advice
If you aren't happy about a trade being cancelled, you can get free advice from the Citizens Advice Bureau (CAB). They can talk through your consumer rights. If you still feel strongly, you can make a Disputes Tribunal claim.