Apply for a success fee refund

Find out how to apply for a success fee refund if a trade doesn't work out.

Success fee refund illustration If a trade doesn't work out, you can apply for a refund of your success fees.

 

When to apply for a success fee refund

You can apply for a success fee refund in any of these situations:

  • The buyer hasn't responded to your emails within two business days.
  • The buyer hasn't made payment within a week of the listing closing.
  • You and the buyer both agreed to cancel the trade.

What happens after you apply

After you apply, we'll email the buyer to make sure you both agree the trade isn't happening. If you’ve included your phone number when applying for the refund, we’ll send it to the buyer.

If they don’t respond within 3 days and the trade doesn’t happen, we’ll process the refund.

Automatic success fee refund through Ping

If a trade isn’t going ahead and the buyer paid with Ping, we’ll process your success fee refund automatically with the buyer’s Ping refund.

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How to apply for a success fee refund

Applying for a success fee refund isn’t available on all listings
If your listing has a KP-12345 reference our Customer Experience team can help with your success fee refund. Complete the contact us form at the bottom of this page.
Learn more about why this feature isn't available and how we're upgrading some of our systems

To apply for a success fee refund on the New-look site:

1. Go to My Trade Me.
2. Select Sold from the left menu. 
3. Select the listing.
4. Under 'If the sale falls through' select refund of your success fee.
5. Complete the form to tell us what happened with the trade.
6. Select Apply for refund.


On your sold listing page, navigate to 'Your item was sold' group. Then, navigate to 'Information, image' – 'If the sale falls through'. Select 'refund of your success fee, button' from list item 3.

To apply for a success fee refund on the desktop site:

1. Go to My Trade Me.
2. Select Sold items from the left menu.
3. Select the listing.
4. Under ‘If the sale falls through’ select Find out how.
5. Complete the form to tell us what happened.
6. Select Next.

To apply for a success fee refund on the iOS app:

1. Go to My Trade Me.
2. Select tag-tick Sold.
3. Select the listing.
4. Under ‘If the sale falls through’ select Find out how.
5. Complete the form to tell us what happened.
6. Select Next.

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To apply for a success fee refund on the Android app:

1. Go to My Trade Me
. 2. Select tag-tick Sold.
3. Select the listing.
4. Under ‘If the sale falls through’ select Find out how.
5. Complete the form to tell us what happened.
6. Select Next.

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Start a chat if your listing closed more than 40 days ago

If your listing closed more than 40 days ago and you want to apply for a refund, start a chat with Tautoko Bot. To start a chat, look for the chat icon in the bottom right corner of this page.

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If we don't process your refund

If your refund is declined, but you feel it should be granted, start a chat with Tautoko Bot. To start a chat, look for the chat icon in the bottom right corner of this page.


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