Contact our Customer Experience team

Start a chat to contact our Pōneke-Wellington-based Customer Experience team.

Start a chat to contact our Pōneke-Wellington-based Customer Experience team.

Customer Experience Kev

 

Find an answer straight away

Before you contact the team, you might be able to find an answer in our Help Centre.

If we don’t have the information you’re looking for, start a chat so we can help. 

Some help pages also link to a form where you can send a message about your question or problem. 

Get answers from Community 

Community is a place for members to ask and answer questions about using Trade Me. Browse Community by topic or filter your Help Centre search results by Community Posts.

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Start a chat

We’re here to help on chat, seven days a week. To start a chat:

  1. Look for the chat icon in the bottom right corner of this page. 
  2. Select the icon to open the Trade Me Support window.
  3. If you're logged in and have a chat history, select New Conversation.

Your conversation will start with Tautoko Bot (Support Bot). It can help with basic queries 24/7 and transfer you to our Pōneke-Wellington-based Customer Experience team during our support hours. If you have a new question or problem while getting support, you can start a second chat in the Trade Me Support window. 

If you start a chat while logged into your Trade Me account, you can come and go from the chat without losing the conversation history.

We’ll email you a copy of the chat and it will appear in My requests.

 Support hours

Tautoko Bot can transfer you to someone in our Customer Experience team during support hours.

If you contact us outside these times, and Tautoko Bot can't answer your question or solve your problem, the customer experience team will respond by email next time they're in. 

Support hours
Monday–Friday 8:00 am–5:30 pm
Saturday–Sunday 9:30 am–4:00 pm

Top sellers get priority support. If you're a professional seller, learn more about our Top Seller programme.

Tautoko Bot

Tautoko means support, and our bot is here to do just thatoffer support to members 24/7.

Tautoko Bot uses artificial intelligence to answer questions and suggest information to solve common problems. It’s available on the web and in the Trade Me app.

While Tautoko Bot is smart, it doesn’t know everything and is still learning. Artificial intelligence improves with practice, so the more Tautoko Bot chats with members like you, the better support it can provide.

If your question or problem stumps Tautoko Bot, it can put you in touch with our Customer Experience team. Every time this happens, it learns a little bit more about helping other members with similar questions.

Right now, Tautoko Bot can help with things like: 

  • troubleshooting login issues
  • showing you how to edit your listing or Trade Me account
  • answering questions about refunds, Ping, or Afterpay
  • suggesting options if there’s a problem with your trade.

It can’t contribute much to your quiz team or decide what you should have for dinner tonight. Overtime, we’ll improve what Tautoko Bot can help with (but the dinner thing will definitely always be on you).

 

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My requests 

Find and reply to recent chats and messages with our Customer Experience team in My requests. To see a conversation and reply:

  1. Go to My requests.
  2. Select the subject of the conversation to open it. You’ll see a thread with all the conversations we’ve had so far.
  3. Add your response in the box under Reply to request.
  4. Select Upload to add files or images if you need to.
  5. Click Submit.

When we reply to you, you’ll get an email and also see the response in My requests.

If you’re worried an email from our team could be fake or from a scammer, check if it also appears in My requests. Emails from our Customer Experience team will always appear in My requests.

Status

We label each chat or message with a status in My requests to let you know what’s happening with your question or problem.

New We’ve got your message and our team will reply soon.
Pending We’ve sent a reply.
Hold We’re looking into your question or problem and will come back to you soon with the right information.
Open  Our team is having an ongoing conversation with you.
Solved We’ve found an answer or solution. You can still send us a reply.
Closed We’ve solved your question or problem. You can’t reply to this request anymore.

 

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