Trust and safety email

Hi Jennie. This is likely to be legitimate. As a seller I get many items placed on hold while Trade Me confirm a ping (credit card) payment. Many things trigger it. Using a new card. Higher value purchase. Using a different device to access Trade Me, or logging in from a different location etc etc.

If the email referred to you by first name, and came from trust and safety at trademe dot co dot nz then it's legitimate.

Kia Ora Jennie,

As Callum has advised - TradeMe will not be asking you to click on any Links to go to or sign into your Bank account or TM account, nor will they ask you for any Login or password information - as long as the email from them doesn't contain links and their email address checks out with Callum's description you are fine replying to the email - Cheers.

Wanting to understand how long it takes for trust and safety team to get back to emails.

Was contacted about a concern transferring my $1000 ping balance out after an item was sold about proof of identity?

It’s no small amount of money and need the money which has already been delayed since 31/05/24.

Surely there should be safety check for ping when being setup so to avoid these issues when withdrawing my which belongs to you?

Will these changes be implemented so other users avoid these scenario I am going through?

If safety in regards to withdrawing your own money is truly a concern I can develop and implement new processes for fee for Trademe to not only save this tedious hassle but to save time and resources which could be allocated to other matters and to streamline this process.

Looking forward to hear from you

Kia ora Trevor, I've passed this on to the team, someone will to look into for you.

How long does it take for the Trust and Safety team to get in contact with someone. I have just had this happen to one of my traders and we seem to be going around in circles with trademe. The customer service team can't help you, so my trader and me have been emailing one another to see if they have heard back. Why can't they just ring the person they can see all our information. This trader done 2 trades on the same day, but my ping got stopped. She only brought an $30 item off me which seems ridiculous to have the payment stopped.  

Hi Kaye. In my understanding the contact is via email in the first instance. So make sure the other person has double checked that. Sometimes people change email addresses and forget to update that on here. If there is no email there they can contact TM via Live Chat to see if they can get the payment cleared that way.

If you and the other member are in communication perhaps an easy solution would be you accept payment via bank deposit and then you refund the ping payment when/if that comes through. I've done that on a couple of occasions for buyers in the interests of getting the trade completed in a timely manner. Bank payments come through much faster these days. They are generally processed hourly now.

Thanks Callum, I can ask her. Its so frustrating, she reckons she has confirmed what they wanted her to but now won't contact her. I sent them an email today as well and still haven't gotten a reply.