A step-by-step transaction guide for buyers. Covers creating or joining a transaction, making payment, tracking your shipment, confirming delivery, and understanding the complaint period.
This guide is intended for buyers. If you are a seller, see the Step-by-step transaction guide for sellers.
If you're accessing Trustap services through a third-party platform, some or all of these steps may be handled automatically. Check the platform's own help documentation for details specific to your integration.
In this article
Step 1. Create or join a transaction Step 2. Enter your shipping details Step 3. Make your payment Step 4. Seller delivers/hands over the item Step 5. Delivery confirmation Step 6. Complaint period Step 7. Funds released to the seller
Step 1: Create or join a transaction
Depending on whether you or the seller initiates the transaction, you will either create a new transaction or join one the seller has already set up.
Use this option if you are setting up the transaction yourself and will share the link with the seller.
Select Buyer and tap Next.
When asked "Will you be using post/courier for this transaction?", select Yes or No depending on your order fulfilment choice, then tap Next.
- Select your currency.
- Enter the agreed price — the Buyer Protection fee will be added automatically.
- Provide a clear description of the goods or services.
Your transaction is now created. Copy the transaction link and share it with the seller via email, text, or social media. You will receive an email notification once the seller joins.
Use this option if the seller has already created the transaction and shared a link with you.
Tap the link shared by the seller and select Continue to App. Alternatively, paste the link into the Join Transaction section within the app.
Check that the item description and price match what you agreed with the seller before proceeding.
Tick the box to confirm you agree to the Terms of Use, then tap Join Transaction.
Step 2: Enter your shipping details
If the order is delivered by post or courier, you will be prompted to enter the delivery address for the item.
Provide your complete and accurate shipping address, then tap Save & Continue.
Make sure your shipping address is correct and complete. If an item cannot be delivered due to an inaccurate address, your ability to raise a complaint may be affected.
Step 3: Make your payment
Once your shipping details are saved (if applicable), you can proceed to pay for the item. Your funds will be held securely by Trustap until the transaction is completed — they are not released to the seller at this stage.
Complete payment using your preferred payment method. The Buyer Protection fee will already be included in the total amount shown.
Once payment is successful, the seller is notified instantly. Your funds are held securely in the Trustap Vault until the transaction is completed.
Funds held securely — not released to the seller until the transaction is complete
Step 4: Seller delivers/hands over the item
For shipped items, the seller has 4 days (96 hours) from payment confirmation to provide valid tracking details in the Trustap app. There is generally no time limit on manual handover confirmation (unless the third-party you are transacting from set a specific timing rule for handover confirmation).
For shipped items, if the seller does not upload valid tracking information within the 96-hour window, the transaction will be cancelled and your funds refunded — minus the Buyer Protection fee. In some cases, Trustap may contact you to confirm whether you would like to grant the seller additional time. For full details, see Shipping with Trustap.
Step 5: Delivery confirmation
Either you, the seller or the courier (for shipped items) can mark your item as delivered or handed over. The transaction is updated automatically and the complaint period begins.
Complaint period begins automatically at this point
Once the courier marks the item as delivered, the transaction status updates automatically to Delivery Confirmed and you will receive an email notification.
Some third-party platforms may also have time-dependent rules in place to confirm manual handover automatically after a set period of time.
If your item has arrived but the transaction status has not updated automatically, you can confirm delivery manually:
- Log in to the Trustap app
- Open the transaction
- Tap Confirm Delivery or Confirm Handover
If you notice a problem with the item at the point of delivery or handover — before accepting it — do not accept the item. Submit a dispute immediately. Once you have accepted the item, you may be asked to return it at your own cost before a refund can be issued.
Step 6: Complaint period
Once delivery or handover is confirmed, the complaint period begins. This is your window to inspect the item and raise any issues before funds are released to the seller.
Valid reasons for filing a complaint include:
- Damage or defect: The item arrived in a condition that was not agreed upon.
- Incorrect item: The item received does not match the description.
- Missing item: The item was not received, or part of the order is missing.
- Disputed delivery confirmation: The transaction has been marked as delivered but you have not received the item.
Learn more: Trustap Supported Dispute reasons per Item Category.
Always submit a complaint if you are dissatisfied with what you received — even if the seller tells you not to. Once the complaint period expires without a complaint being submitted, the funds are automatically released to the seller and the transaction is closed. If you need more time to inspect the item, submit a complaint straight away — this will pause the transaction while you investigate further.
If you do not see a Submit Complaint option, look for Submit Order Issue on the transaction page — this has the same effect. If neither option is available, contact our Support Team immediately. For full guidance on the complaint process, see What can I do as a Buyer to help Trustap protect my payment?
Step 7: Funds released to the seller
If no complaint is submitted within the complaint period, the transaction is completed automatically.
Once the complaint period ends without a complaint being filed, the funds are released automatically to the seller. No action is required from you.
Transaction marked as Completed
If you are happy with the item and would like the seller to receive their payment sooner, you can contact our Support Team and request that funds are released early, before the 24-hour period ends.
Related articles
- Overview of the Trustap transaction journey
- Transaction cancellation and dispute rules for buyers
- Refunds
Need help? Contact our Support Team
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