Can trademe refuse to release payment in my ping account until after the trade has been completed
AnsweredHi I tried to withdraw the payments from ping into my bank account but nothing came through I contacted trademe support and was told I needed to release the items to the buyers first and they need to see positive feedback before they will send me the payments I tried to withdraw from ping? Isn't this against their very own T&Cs forcing seller to send items before receiving payment into their bank account? hmmm
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S Community SuperuserEdited
Kia Ora Rene,
Once the Ping payment money is showing in your transaction list you are good to send the Item(s) to your Buyer.
Yes! TM may Hold the Ping Payment from being transferred into your Bank account under the following Terms...
Ping terms and conditions – Help - Trade Me - The Specific clause as Follows...
3.4. Trade Me may hold payments for longer periods at its reasonable discretion, such as to minimise fraud risk, where necessary due to circumstances beyond Trade Me's reasonable control, or to await the conclusion of a dispute. In this situation, the seller acknowledges that payments into the seller's Ping balance are not a guarantee of payment into the seller's verified Nominated Bank Account.
- Cheers.
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I would be pretty annoyed if Trade Me told me that. The part about positive feedback is inane - the placing of feedback is not mandatory.
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S Community Superuser
Cheers Yvonne, - I haven't found any clause on the Feedback placement mandatory yet. Why TM have withheld the Transfer to a Bank account may be due to circumstances of this particular Trade that we don't know of. - Cheers.
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This is exactly why I wouldn't send item until its in my personal account... Ping T&Cs 3.4
" the seller acknowledges that payments into the seller's Ping balance are not a guarantee of payment into the seller's verified Nominated Bank Account."
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Callum Community Superuser
Hi Rene. In addition to 3.4 above, it has long been understood that you are supposed to send the item on confirmation that the payment has gone to your ping account. Not wait for it to get transferred to your bank account. Paying by ping for the speed of transaction is one reason buyers use it. This isn't so much of a problem now we have much faster bank transfers than when it was initially set up, but still......
10. Sellers' obligations
10.1. A seller using Ping must ship items as quickly as reasonably possible (and in any case no later than within three working days of notification of payment).
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Callum Community SuperuserEdited
At the end of the day your money is safe. Trade Me have told you to send the goods. You need to do that so it can be released. 8.2 covers you in the event the buyer is not genuine. Just make sure you send with solid tracking. You might even like to do sig required for this item. I'm assuming there is some value to it?
8.2. Trade Me also has systems in place to reduce the risk of credit card fraud and prevent the unauthorised use of credit or debit cards. Sellers should not release or send items purchased via Ping until notified to do so by Trade Me. Where Trade Me is subsequently made aware that a transaction was not authorised by the registered card holder, and the seller has acted in accordance with Trade Me's instruction regarding that transaction, ***Trade Me will not pass the loss on to the seller.****
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S Community SuperuserEdited
Yes! Rene,
As this is a Ping Payment you as the Seller are covered under the Seller Protection – Help - Trade Me
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Lucy
Trade Me staff - Community team
Kia ora Rene, we don't require positive feedback or evidence of release of items to the buyer before transferring funds out of Ping.
We let sellers know it is all good to send or hand over items as soon as the money is paid into Ping because it is then safely there in your account. If you have automatic payments set up they will be processed every day when there is money in your Ping account, whether you've sent the item or not. We of course expect that items are shipped as soon as possible after we've let you know that the money has been received.
If there is a delay on the money being transferred out, we will be in touch with you directly about that - we just might be needing to check something with you. 🙂0 -
trademe trust and safety team did not release the money from my ping account and contacted me to say the money was in "quarantine" until after trade has been completed and buyers have received their items or placed positive feedback to show trade has been successful. I contacted trademe support multiple times and was told the same thing so I asked to speak with management or senior staff which hasn't happened to date. I was left with no option but to refund the buyers and cancel trade leaving my ping account in debit.
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I am new to selling on Trademe but have been a buyer and member for many years. I sold a set of sofas last week and set my payment options to bank deposit or cash upon pickup. somehow the buyer chose PING and now I was forced to set up a n account. I then added my bank account to make the transfer and the transaction showed as being done as it left my Ping account. However I have not seen the funds into my bank account. I was sent an email asking for photo ID by a Ra and I was hesitant to do this and replied as such. No reply as yet. I also looked on my profile and settings to see if I needed to add anything there but nothing. So I sent a message asking for help and still no response. Where is my money? I have acted in good faith all along with a good feedback from my buyer., What now?
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Callum Community Superuser
Anahata It's impossible for a buyer to pay by ping unless you have selected it when you made your listing. So you must have ticked the box by accident. You can confirm the ping payment and what happened to it by looking at your ping account. (link below)
Next question. Have you actually asked for the ping payment to be transferred to your account? You can transfer it from the same link below.
Ra is a genuine Trade Me staff member, so no problems there. I would follow those instructions and send through your ID.
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I didn't tick the box by accident but had to relist my item. Perhaps it reset all the options again and I did not notice this as I was on my phone and its not as clear or large to see.
Yes I asked for the transfer to happen and the funds disappeared out of the Ping account.
Question, why didn't traded ask for the ID details upon setting up the Ping account. Its more safe that way. you can understand why I felt anxious about getting Ra's email for my ID.
Thank you for assisting me Callum.
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Callum Community Superuser
Yes, I do understand that. And very wise to be cautious. It isn't the normal process when setting up Ping in my experience. So something must have triggered an extra security check here.
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Hi Callum
I sent my photo ID in as asked for but still have not been paid my funds. What’s going on? I also wrote to Ra and asked but no reply????0 -
Callum Community Superuser
Hi Anhata. It seems Trade Me staff are particularly stretched at the moment. I would contact them via Live Chat tomorrow.
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Im currently in this same boat and its getting rather ridiculous with no contacts from Trade Me for over 24 hours. I put a Samsung device on an auction with my preferred method of payment being bank transfer. Trade Me contact me and say to protect the buyer they changed my payment method to Ping. Someone uses Ping to purchase the device, money goes in my Ping account which I ask to get transferred to my bank account. Because the buyer has essentially paid i courier the device the next day. Later on that day I get an email from Trade Me saying there was an issue with my transfer (gave me 3 reasons but didn't specify which one) and told me to email back with ID, none of which I have. I only have an expired DL as I dont drive. I sent them this and I get a response back saying to send them a picture with the device with the ID as well..but I cant do that as I have already couriered it to the person that brought it (who actually received it today according to the tracking). So now I am short just over 1k from the sale due to whatever issue there was transferring the funds and I no longer have the device as it has been received by the buyer!
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I literally can't get a reply from anyone as to where my money is from a ping withdrawal! I have emailed multiple times with no response!!! I'm now 5 days after item was sent and still no money!!! I'm not very happy my partner's last ping withdrawal was 2 days. What's going on?! And maybe you should get some actual people that we can talk too instead of 100 unanswered emails!! 😡😡
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Callum Community Superuser
Hello Sophie. Was this your first Ping payment? There are a few extra steps to take in that case. If you need a faster response from Trade Me the way to do that is via Live Chat, rather then sending an email.
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