Applying for a Success Fee Refund

When you sell something you pay success fees. If a buyer has come to pickup the items and you have agreed not to sell for whatever reason, click in to the sold item in your list and find the link on the right in a grey box there that says

If the sale falls through

• Place feedback about the buyer.
• You may be entitled to a refund of your success fee.

click on the link and apply for a success fee refund. Trademe will confirm with the other member and usually in 3 days time  or less your refund will be processed back to your Trademe account.

It would be more helpful if Trademe changed the functionality and wording of the email sent when a success fee refund is accepted.

Currently it says

"This is because we didn’t hear back from the buyer, or they indicated they aren’t able to complete the trade. "

I would like to know which option happened, ie Did you not hear back or Did they say they can't/won't complete the purchase?

Since it's an automatic system, surely it's not hard to change so IF the buyer has not replied to actually say that? and IF the buyer has said they can't/won't complete the trade to actually say that?

When I get a success fee refund as a buyer has not paid, I always place negative feedback to warn others. If I knew the buyer has chosen not to complete, rather than just not replied to Trademe, I would send them one last email and possibly offer a payment plan, or ask what the problem is, so there could be a further chance of completion. My earlier emails already mention this, but if I was able to add that I see they have said they won't/can't complete I could ask why?

I want a refund 

Hey Ben!

If you pop down to the Contact Us section of the site and get in touch directly we'll be able to help sort out the success fee refund for you.

You can Send us a message or jump in Chat if you want this sorted urgently.

The link to apply for a success fee refund on the android app has previously worked but it's now taking me to a page to leave a review of the google chrome browser app...? Any ideas? It's happened X2 now. I've just gone through the desktop site to apply for the refund but am wondering what is going on there, if it's me or my settings only and what might fix it... I already tried clearing the apps cache. 

Seems odd right? 

Kia Ora Julia,

The Android App was just updated 7 April 2024 - Are you on the latest version?

If you are perhaps the update has thrown that out, requiring another patch fix - Cheers.

Yes it's all up to date, thanks for your response.

I believe it was perhaps a week or two ago when it happened previous then most recently this evening.

It's not working on the PC or Android app. This error

"Something went wrong (banana error 500). Please go back and try again, or use the browse links below."

Your "Live Chat" button doesn't work either!

The buyer sent me an email saying his kids were playing with his laptop and must have bought the item I had listed.

I've requested a refund and told this buyer to contect/email Tradme saying it was his mistake.

This was the email I received

Oh,

I have just seen this and looked into it. I am sorry but I think one of my children must have been mucking around on my laptop.

I sincerely apologise for the inconvenience.

What to do........

Regards, 

Edited in line with Community guidelines

Enter in the Chat bot which comes up once the Chat icon is selected - person - and you will be taken to entering your details before arriving at the window to Chat with a Real Person/Staff.

More than annoying that I have to go through this because some dude cant keep his kids on a leech.

Yes! Simon,

Hopefully a correct link to the Success Fee Refund is restored for you so you don't have this long route coming forward also - That Members account will be investigated and noted accordingly coming forward - Cheers.

I am also still experiencing the same issue on the app https://help.trademe.co.nz/hc/en-us/community/posts/4412953201165/comments/9487814836751 as I described. I cleared the cache and storage for the app to no avail. When I select "find out what to do" under if the sale falls through, it takes me to the Google Play app Google Chrome page. I tried deleting Google Chrome to see if that helped but it made no difference. I have been having to go through the Trade Me desktop site to apply for refunds since last reported. Any word about a patch for fixing this yet?

Thanks

Kia ora Julia and Simon, the advice from S here is spot on, if you can contact us on live chat with your specific examples - listing number and app version, someone can look into this for you.