Auction stated buyer protection with Ping but can not make a claim

Answered

October 30, 2023 22:50

When paying for an item, the "Get buyer protection when paying with ping" was present, and still is when looking at the closed listing, but when needing to make a claim I am told there is not eligible purchases? It is not an excluded item, the seller is "In Trade", the item received is completely wrong, not matching photos and broken.

Related to

8 comments

S Community Superuser
October 30, 2023 23:03

Kia Ora Conner,

Sorry to read that,

How long ago did the Listing close when you made the purchase?

Part of eligibility for the TradeMe Buyer Protection policy is if your Dispute has been filed within the first 30 days of the Listing closing.

Have you been given the reason this is not eligible? - what was your purchase?

1
kat344
October 30, 2023 23:04 Edited October 30, 2023 23:12

Hi Conner I would contact Trade Me Customer Support directly using the Live Chat option and get their help just click on the Contact Us link at the bottom of any page or click on the link I have added below wait a few seconds and a blue circle will appear bottom right of the screen click on that and the new Trade Me Support Bot Tautoko will appear to quickly talk with a person rather than going through the list of automated Bot responses type in the message box talk to a person you will then be required to enter a few personal details after which you will be able to talk directly with someone from Trade Me Customer Support.

Contact Us link https://help.trademe.co.nz/hc/en-us/requests/new?ticket

The Live Chat operating hours are Mon-Fri 9:30 AM to 5:00 PM and Sat-Sun 9:30 AM to 4:00 PM.

1
ciege
October 30, 2023 23:08

Yep, just found the chat button.

Been informed there is an undisclosed cool down of 3 days before it shows up as eligible. Would be nice for that to be listed on the page instead of just no purchases.

0
S Community Superuser
October 30, 2023 23:28

Gosh Conner - Thanks for coming back to let us know,

Are you using the App? - On the Desktop site when one files a Dispute the Following message appears below eligible items shown...

1
L Community Superuser
October 30, 2023 23:30

Hi Conner. I assume you have completed the first step of contacting the seller to sort this before lodging your dispute? If they are a seller who will fix the problem it will save a lot of time.

2
ciege
October 31, 2023 02:36

Yep, emailed seller 3 times now. No response but they have placed negative feedback on my account, so they are aware. Unfortunate I have to wait the 3 days before getting trademe support, and hopefully remove the negative feedback.

0
S Community Superuser
October 31, 2023 03:07 Edited October 31, 2023 03:09

Sorry to hear it's gone so wrong so soon Conner,

File your Feedback Dispute form now - you will find the correct report to file form near the bottom of the Dispute page here Disputing feedback from the seller

Provide all Email Correspondence and photo's of your damaged item including the insufficient packaging as evidence. - All the Best - Cheers.

0
S Community Superuser
October 31, 2023 03:20

My Comment for you has gone into Pending Conner awaiting TM to clear - Meantime you can type the Highlighted text into the Search Box at the Top of this page to access the form - You don't have to wait 3 days for this!

All the Best - Cheers.

1

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