Problems completing a trade (accordion test)

If you're a seller, and need help getting in touch with the buyer – we can help.

Sometimes, trades don't quite go to plan. The good news is that the vast majority of issues are resolved quickly, with good communication from both sides.

Here's what to do if you're having trouble with something you've bought. 

I haven’t received my item

1. Check the shipping info

Check your 'Won items' and emails for tracking info. Make sure you've sent the seller the correct delivery address.

Check the listing description for shipping timeframes. Some sellers are approved to send from overseas.

If you've sent the wrong address, it may be possible to redirect the parcel if it hasn’t been delivered yet. Just reach out to the seller.


2. Contact the seller

Let them know your item hasn’t arrived. Most delivery issues are resolved with good communication with the seller. They can lodge an investigation with the courier if appropriate.

Their contact details can be found in your 'Won items' and in your purchase confirmation email.


3. Place feedback

Let other traders know about your experience by placing feedback. Make sure your feedback is fair and factual – find out more.

Sellers can’t ask you to change your feedback before they’ll resolve the trade. Once things are sorted, you can edit your feedback within 45 days of the listing closing.

If you’ve received unfair feedback from the seller – we can help.


4. File a dispute report

If you’re not able to resolve things with the seller directly, our trained team of experts can step in. Dispute reports can be filed up to 45 days after the listing closes.

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File a report


By submitting a report, you agree to us contacting the seller on your behalf. Depending on the nature of your dispute, you may be copied into the initial correspondence.

The disputes process:

  1. Our team will reach out to the seller. We’ll remind them of their obligations and ask them to sort things out.
    We’ll check in with you via email after a week, to see if things have been resolved.
  2. If the issue hasn’t been sorted, we’ll review your case under our Buyer Protection policy.
  3. If you’re eligible, we’ll refund your purchase.

I've received the wrong item

1. Check your purchase details

Head to your ‘Won items’ to view the item you’ve bought. Check the details and description – just in case something was missed.

If you’ve accidentally bought the wrong item or changed your mind, contact the seller. If they won’t accept a ‘change of mind’ return, you can try listing it on Trade Me.


2. Contact the seller

Let the seller know you've received the wrong item. Most sellers will happily take it back and send the right one.

Their contact details can be found in your 'Won items' and in your purchase confirmation email.

If the seller has asked you to return the item, you should be refunded within two business days of them receiving it.


3. Place feedback

Let other traders know about your experience by placing feedback. Make sure your feedback is fair and factual – find out more.

Sellers can’t ask you to change your feedback before they’ll resolve the trade. Once things are sorted, you can edit your feedback within 45 days of the listing closing.

If you’ve received unfair feedback from the seller – we can help.


4. File a dispute report

If you’re not able to resolve things with the seller directly, our trained team of experts can step in. Dispute reports can be filed up to 45 days after the listing closes.

File a report


By submitting a report, you agree to us contacting the seller on your behalf. Depending on the nature of your dispute, you may be copied into the initial correspondence.

The disputes process:

  1. Our team will reach out to the seller. We’ll remind them of their obligations and ask them to sort things out.
    We’ll check in with you via email after a week, to see if things have been resolved.

  2. If the issue hasn’t been sorted, we’ll review your case under our Buyer Protection policy.

  3. If you’re eligible, we’ll refund your purchase.

My item arrived damaged or faulty

1. Contact the seller

Let the seller know that there’s a problem with your item. The vast majority of issues are resolved with good communication between the buyer and seller.

Their contact details can be found in your 'Won items' and in your purchase confirmation email.

If the item is faulty, the seller can choose to refund, replace, or repair. Some sellers might also let you choose an option you prefer.

If the seller has asked you to return the item, you should be refunded within two business days of them receiving it.


2. Place feedback

Let other traders know about your experience by placing feedback. Make sure your feedback is fair and factual – find out more.

Sellers can’t ask you to change your feedback before they’ll resolve the trade. Once things are sorted, you can edit your feedback within 45 days of the listing closing.

If you’ve received unfair feedback from the seller – we can help.


3. File a dispute report

If you’re not able to resolve things with the seller directly, our trained team of experts can step in. Dispute reports can be filed up to 45 days after the listing closes.

File a report


By submitting a report, you agree to us contacting the seller on your behalf. Depending on the nature of your dispute, you may be copied into the initial correspondence.

The disputes process:

  1. Our team will reach out to the seller. We’ll remind them of their obligations and ask them to sort things out.
    We’ll check in with you via email after a week, to see if things have been resolved.

  2. If the issue hasn’t been sorted, we’ll review your case under our Buyer Protection policy.

  3. If you’re eligible, we’ll refund your purchase.

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