BUYER - Step-by-step guide for in-person transactions (also referred to as face-to-face transactions)

Trustap makes in-person transactions safer by holding funds securely until both parties are satisfied. Whether you’re using a deposit or paying the full amount upfront, this guide will walk buyers through the process step by step.

Still deciding which transaction type is right for you? Read this article to compare our transaction models and choose the best fit for your situation.

If you’re a seller, check this guide instead. 

Step 1: Create or Join a transaction

To Create a Transaction:

1. Click Create Transaction
2. Select Buyer and click Next
3. To the question: “Will you be using post/courier for this transaction?” select No and click Next
4. Choose your transaction type:
   • With Deposit: Two payments – an upfront, refundable deposit is made before the meeting, and a final payment is made during the meeting once a price is agreed.
   • Without Deposit: A single, full payment is made before the meeting.
5. Set your transaction details:
   • Provide a clear description of the goods or services.
   • Select the currency.
   • Enter the price (excluding Buyer Protection Fee; it will be added automatically).
   • Click Start Transaction

Your transaction is now created! You’ll get a shareable link to send to the seller via email, text, or social media.

You’ll receive an email once the seller joins. You can then proceed to Step 2: Make your payment.

To Join a Transaction:

1. Open the link shared with you and click Continue to App, or paste it into the Join Transaction section of the app.
2. Review the transaction details to ensure everything is correct.
3. Agree to the Terms of Use by ticking the checkbox.
4. Click Join Transaction.

You’ll receive an email once the seller joins. You can then proceed to Step 2: Make your payment.

 

Step 2: Make your payment

• Make your first payment into the secure Trustap Hold.
• This is refundable, minus the Buyer Protection fee, if the transaction doesn’t go ahead  (for example, because you can’t agree on a meeting place or time, or because you decide not to accept the item during the exchange)
• This shows the Seller you're serious about the item.
  
  

To pay: Enter your payment details and click Pay Now.

Once you've made your payment, the Seller will receive an email notification prompting them to either accept or cancel the transaction. If the Seller chooses to cancel, you'll be notified by email and your funds will be automatically returned to your account.

Step 3: Meet the seller and exchange the item

Communicate with the seller (outside the app) to arrange a meeting. We recommend using written communication (texts, social media, emails, etc.) and keeping records of all your conversations with the Seller.

At the meeting:

• With Deposit:
  • Inspect the item and agree on a final price.
  • If you’re satisfied, pay the remaining amount through the app.
  • The seller will be notified once you’ve paid, and can then hand over the item.
• Without Deposit:
  • Inspect the item carefully.
  • If everything matches the description, let the seller know you're happy to proceed with the handover.

Once the item is exchanged:

1. You should confirm the handover in the app.
2. The Seller must then confirm as well.

 This ensures both parties agree that the item was handed over.

What if the sale doesn’t go through?

If the seller doesn’t show up, you can’t agree on a final price during the meeting, or you end up declining the item after inspecting it, the transaction should not proceed.

In these situations, you can ask the seller to cancel the transaction by clicking the Cancel Transaction button on their transaction page. Once cancelled, your payment will be automatically refunded (minus the Buyer Protection fee).

If the seller is unresponsive or unwilling to cancel, you can click Submit Order Issue on your transaction page. This will immediately notify our support team, who will investigate the issue. Your funds will remain safely held in the Trustap Vault during this process.

Learn more about cancelling a transaction here.

What if the Seller confirms the handover but the sale didn’t go through?

If you receive a notification that the Seller has confirmed the handover but you don’t agree—because the sale didn’t happen or the item wasn’t accepted—make sure to submit a complaint immediately. This will pause the transaction while our team investigates.

Check out our Complaint Period article for full details on how and when to file a complaint.

Step 4: Inspect Your Order

After the Seller confirms the handover, you’ll have 24 hours to check the item and make sure everything is as expected.

If you notice a problem with the item, or if you disagree with the Seller’s handover confirmation, click Submit Complaint within this 24-hour window. This will pause the transaction while we investigate.

Important: If no complaint is submitted within the 24-hour complaint period, the funds will be automatically released to the Seller, and the transaction will be marked as complete.

How should I check my item?

It’s up to you to make sure the item you received is exactly what you agreed on with the Seller. Check it carefully for any damage or unexpected issues. If it’s meant to serve a specific purpose, test it to be sure it works as expected. Not sure? Don’t hesitate to get a second opinion—from a professional or someone you trust who knows about these things.

What if I can’t check the item within the 24-hour complaint period?

The 24-hour complaint window starts as soon as the Seller confirms the handover, and you’ll get an email letting you know when it begins. It’s important to make sure that either you—or someone you trust—can check the item during that time.

If you don’t think you’ll be able to inspect it properly, no worries—you can still submit a complaint before the 24 hours are up. That way, we’ll hold off on releasing the funds to the Seller until you’ve had a chance to inspect the item (within reason).

If you need help at any point, don’t hesitate to reach out to us here. We're here to help!