COVID-19 policy

This policy applies to your use of Trade Me during the COVID-19 lockdown period, starting 26 March 2020 and until further notice. It takes precedence over any other policies, terms and conditions we’ve previously agreed with you. 

All members

  • Casual sellers and essential businesses can withdraw from Ping. At this time, we’re not allowing withdrawals from Ping for professional sellers that are not also essential businesses. This is to help us ensure buyer’s payments are kept safe until we can be sure that sellers can deliver items.
  • Phone support: Our Customer Support staff are now working from home, which means our phone support isn’t available for most members, including Top Sellers. If you’re a business client, you can still phone us as normal. If you need help with anything, you can search our Help Centre. If you can’t find what you’re looking for, please select ‘Get in touch with us’ at the bottom of any Help Centre article.
  • All members must act in accordance with the Natural Disaster & Civil Emergency Policy and follow our COVID-19 safe trading guidelines.

Casual sellers

  • While New Zealand is at alert level 4, any general items listed by casual sellers will be extended by four weeks and Buy Now prices will be removed, unless you are listing essential items in our approved categories.
  • This means that members looking for non-essential items won’t be able to buy, however, they can still bid, browse or save items to their Watchlist.
  • This is an evolving situation and comes after our courier partners informed us that they can only take bookings for essential items. We also don’t want to encourage any non-essential travel, face-to-face contact or courier bookings.
  • If you’ve sold something recently, please work with the buyer to come to an agreement. However, you will need to wait until couriers are able to deliver non-essential items again if you haven’t arranged shipping yet. 
  • If you need to withdraw your auction, you won’t be charged a withdrawal fee. 
  • Bear with us, our teams are working on this as quickly as possible but please be patient. We are doing our best to make this as easy as possible for our members, but if you have any questions then please get in touch with CS.

Professional sellers

  • Professional sellers can continue to sell onsite. However, at this time they will be unable to deliver non-essential items to buyers until couriers can deliver for non-essential businesses again. Because of this, Ping will be the only payment option available. We will hold funds within Ping until it is safe to fulfill orders again. At this time, sellers will then receive funds from Ping and can organise delivery of their items. Note: Professional sellers that are approved to list in our essential items categories will still be able to fulfil trades for essential items. However, they can only offer contactless payment methods, such as Ping, bank transfer or Afterpay (as applicable). 
  • If for any reason you cannot fulfill an order when it is safe to fulfill orders again then you will have their success fee refunded and the buyer will get their money back
  • If you are a professional seller and are an essential business then you can still trade onsite. Please get in touch with us and we will work with you on this.  
  • We’re taking this step because we don’t want to encourage any non-essential travel, face-to-face contact or courier bookings.
  • If you need to withdraw your auction, you won’t be charged a withdrawal fee. 
  • If you’ve sold something recently, please work with the buyer to come to an agreement. However, you will need to wait until couriers are able to deliver non-essential items again if you haven’t arranged shipping yet.
  • Bear with us, our teams are working on this as quickly as possible but please be patient. We are doing our best to make this as easy as possible for our members, but if you have any questions then please get in touch with your account manager.

All buyers

  • This is an evolving situation and comes after our courier partners informed us that they can only take bookings for essential items.
  • As a result, only some trades will be able to be completed as normal. This will depend on whether the seller is a professional seller, an essential business or a casual seller, and on whether the seller is listing an essential item in our approved categories. 
  • You can browse casual seller listings and place bids. However, you can’t purchase from casual sellers unless they are listing an essential item.
  • We’re taking these steps because we don’t want to encourage any non-essential travel, face-to-face contact or courier bookings
  • You can still browse and purchase professional seller listings, however, if you would like to purchase a non-essential item, your only payment option will be Ping so that you’re covered by our Buyer Protection policy. If a seller is an essential business they will be able to courier the item to you, and may offer additional contactless payment methods such as Afterpay or bank transfer. If they aren’t an essential business, we will hold the funds until all courier bookings and pick-ups are able to proceed again.
  • We are currently working with essential businesses who will be able to complete trades as normal during alert level 4. We are working through this and please bear with us. 
  • Casual sellers listing non-essential items will have their listings extended by four weeks. However, you will not be able to buy these items until it is safe to trade again.

All motors sellers

  • While New Zealand is at alert level 4, any car or non-car auction will be extended by four weeks and Buy Now prices will be removed. You can continue to create auctions.
  • You can now relist your car for free for an extra 90 days. Motorbikes, boats, caravans, and other vehicle listings (that aren’t cars) can also continue to be relisted for free.
  • Buyers can still browse listings and place bids. However, while we’re at alert level 4, please do not complete any trades until it is safe again to do so.
  • If you need to withdraw your listing, you won’t be charged a withdrawal fee.

All motors buyers

  • Buyers can bid, browse and add listings to watchlist, but not Buy Now at this point.

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