Buyer backed out of a sale, how do I get success fee refund if the option has disappeared
Answered
Buyer wants to back out of a sale ("opps has item already" then someone in the family is ill and they need the money etc), leaving me with big success fee and the option to get a fee refund seems to have disappeared.
I've been through all the Trademe help section and the instructions and screenshots are either outdated or just absolutely do not look like what i see on my computer or phone. There is nowhere to click on/go to, if the sale isnt going through and you are having difficulty with the buyer. There used to be and you could request a fee refund and offer the listing to the second lead bidder. Not now. I really need Trademe to help here.
This Trademe "New Look" and its many now disabled features (both on Android phone and Mac computer) is rather broken!
I need my success fee back or for the buyer to go ahead with the sale (unlikely)! I'm rather out of pocket!
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S Community SuperuserKia Ora Vicky,Sorry to read of your experience with that Trade,I take it the Buyer has not yet paid for the item?Yes! they are obligated to complete the Trade as it is a legal binding contract they have entered into. - Sellers are not obligated to release the contract for a change of mind, it is upto you as the Seller to decide whether you want to remind them of the contract & their obligation Or agree to end the contract & Relist the item.Ensure your Device Browsers & the App are running the Latest up to date versionIf Yes! look for that Success Fee Refund link after clearing your cookies & cache.How to Clear Your Browser Cache & Cookies: On Any Browser (wikihow.com)If the Link is still missing for you contact TradeMe staff through "Live Chat" for assistance in refunding your Success Fee - If you select the Contact us Link at the very bottom of any TradeMe page the Chat Tab will Pop up in blue at the bottom right of your landing page screen. - Enter in the Chat bot which comes up once opened - person - and you will be taken to entering your details before arriving at the window to Chat with a Real Person/Staff. - Enter the Listing number in the Chat window enabling staff to pull it up readily.The Live Chat manned hours weekdays are 8:00am - 5:30pm and weekends 9:30am - 4:pmAll the Best! - Cheers.1 -
I managed to find the chat Bot feature at the bottom right corner of the Contact page and typed to a real life Trademe support person who was able to help out.
My success fee and auction setup fees have now been refunded by the support person (to my Trademe account, not to my bank account unfortunately).
Unfortunately i also cant offer the item to the second highest bidder due to TradeMe's current changes to their background system. So beware that if a sale doesn't go through, you may not be able to get a fee refund option without talking to a Trademe support person and the feature to offer the item to the second highest bidder may also be absent.
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S Community Superuser
Thanks for your update Vicky, - Much appreciated😊
I would send your Buyer a final email letting them know you have cancelled the Trade so you can Relist the item therefore any payments made will be reversed. - You can Blacklist them to prevent them from asking any questions on your Listings & from Bidding/Purchasing any of your Listings Or you could let them know if they want to purchase the item again payment is expected within XX days, please don't Bid if you can't make payment. - Remember to place appropriate Feedback. - This keeps the contract tidy for you and avoids attempts of payment after you've Relisted the item. - The fees being refunded back to your TradeMe account allows you to Relist straight away now. - All the Best for your Sale - Cheers😊
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Thank you, S,
Referring to your message higher up, i cleared cache in my browser and it made no difference.
Through this new Trademe layout, on both of my devices, i can no longer see the Trademe users who ask questions; they come up anonymously. Its a bit 'in the dark' now.Thank you for your support with this!
I have started a new auction for the item (relisting wouldn't allow me to make changes that i wanted to) and maybe the watchers and second highest bidder will be happy to have a second chance at winning the auction :) If they can find the auction. Heres hoping by chance, that they do :)1 -
S Community SuperuserEdited
Thanks Vicky,
This Q&A section not being able to see Members came up earlier today - Refer to Post: Unable to list Knitting Machine models in Answer to Question – Help - Trade Me
There is a known Bug with attempting to Edit Relisting items - the workaround for this is currently to use the Sell Similar if you can which allows the editing Or import your Listings to the My Products listing tool which is unaffected by the upgrade process at this stage.
TradeMe staff have taken both of the above issues onboard along with the current inability to offer FPO's so hopefully a few resolve fix's aren't too far off. - Keeping our eyes peeled for any enhancements coming through.
All the Best for your Sale! - Cheers😊
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