Apply for a success fee refund
Find out how to apply for a success fee refund if a trade doesn't work out.
As a professional seller, you can apply for a success fee refund if the trade doesn't work out.
Goodbye Success Fees
From 10 March 2026, we removed the 7.9% Success Fee for casual sellers on Marketplace. Whether you’re selling a designer dress or the kitchen sink, more of the profit stays with you. Learn more about this change.
When to apply for a success fee refund
If you've been charged a success fee and the trade didn't work out, you might be able to get a success fee refund.
Apply if:
- 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.
How to apply for a success fee refund
Start a chat with Tautoko bot
Tautoko bot can apply for a success fee refund on your behalf. To start a chat, look for the chat icon in the bottom right corner of this page.
Apply through your sold listing
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.
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.
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.
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.
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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