A step-by-step guide for sellers completing a Trustap transaction with post or courier delivery. Covers creating or joining a transaction, posting the item with tracked delivery, managing the complaint period, and receiving your payout.
This guide is intended for sellers. If you are a buyer, see the Step-by-step transaction guide for buyers.
If you are accessing Trustap through an integration on a partner 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. Provide tracking details (shipped items only) Step 3. Confirm delivery/handover — complaint period begins Step 4. Payout — receiving your funds
Step 1: Create or join a transaction
Depending on whether you or the buyer initiates the transaction, you will either create a new transaction or join one the buyer has already set up.
Use this option if you are setting up the transaction yourself and will share the link with the buyer.
Select Seller 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 the transaction currency.
- Enter the agreed price — the Buyer Protection fee will be added automatically and is paid by the buyer (third-party platforms may also charge a seller fee however).
- Provide a clear and accurate description of the goods or services.
Your transaction is now created. Copy the transaction link and share it with the buyer via email, text, or social media. You will receive an email notification once the buyer joins, and again once payment has been made.
Use this option if the buyer has already created the transaction and shared a link with you.
Tap the link shared by the buyer 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 buyer. Do not join a transaction whose terms you have not accepted.
Tick the box to confirm you agree to the Terms of Use, then tap Join Transaction. You will be notified by email once the buyer has paid and you can proceed to post the item.
Step 2: Provide tracking details (shipped items only)
This step applies to shipped items only. If you are handing over the item in person or delivering it digitally, proceed to Step 3.
If the order is delivered by post or courier, you will be prompted to enter the tracking information in the Trustap app. You have 4 days (96 hours) from the time payment is confirmed to do this.
You may use any courier service. Trustap supports tracked delivery with over 500 couriers worldwide, but you can also use an unsupported courier. in this case, the buyer will need to confirm the delivery manually once theyr received the item.
Enter the name of the delivery service used and the tracking number provided at the time of postage. Enter these details as soon as possible — do not wait until the end of the 96-hour window.
Tracking details must be entered within 96 hours of payment being confirmed
Once tracking details are entered, both you and the buyer can monitor delivery progress through the courier's website using the tracking number shown in the app. If the delivery takes unexpectedly long, contact the courier directly. Keep the buyer informed of any delays.
If valid tracking details are not entered within 96 hours of payment being confirmed, the transaction will be cancelled and the buyer refunded — minus the Buyer Protection fee.
- If you have posted the item but are unable to enter tracking details in time, contact our Support Team as soon as possible.
- If you entered incorrect tracking details, contact our Support Team immediately to provide the correct information.
In most standard Trustap transactions, the seller covers the cost of shipping. For full details on shipping responsibilities, lost or damaged items, and courier requirements, see Shipping with Trustap.
Step 3: Confirm delivery/handover — complaint period begins
When the courier marks the item as delivered, the transaction status updates automatically to Delivery Confirmed and you will be notified by email. This triggers the complaint period, during which the buyer can inspect the item and raise any issues before funds are released.
Tracked shipping: Once the courier marks the item as delivered, the transaction status updates automatically. No action is required from you at this stage. Couriers do not always update delivery status immediately — if the item has been delivered but the transaction has not yet progressed to Delivery Confirmed, you can ask the buyer to confirm delivery manually by logging into the app and tapping Confirm Delivery. Alternatively, contact our Support Team for assistance.
All other delivery or handover methods: either you or the buyer can log into the app and click Confirm Handover or Confirm Delivery once the item is in the buyer's possession.
Learn more: What should I do to protect myself from unfair complaints?
Once delivery is confirmed, the buyer has 24 hours to inspect the item and file a complaint if there is an issue. If a complaint is raised, the transaction will be paused and funds held securely while Trustap investigates. If no complaint is filed within the complaint period, the transaction proceeds to payout automatically.
Default complaint window: 24 hours
For more details on how the complaint process works and what to expect if a buyer raises a dispute, see What is a dispute and how does the dispute process work in Trustap?.
Step 4: Payout — receiving your funds
If the buyer does not raise a complaint within the complaint period, and your Trustap account is in good standing, the funds will be released automatically to your registered payout method.
Once the complaint period ends without a complaint being filed, funds are released automatically to the payout method saved on your account. The transaction is then marked as Completed. No further action is required.
Funds may take up to 5 business days to reach your bank account
Your Trustap account must have complete, verified personal details and a valid bank account saved before funds can be released. If your account is not verified, the payout will be held until verification is complete.
To add or update your payout details, go to My Profile in the app. For a full walkthrough, see How do I add or update my seller profile and payout information?
If your payout details are not verified and funds cannot be transferred, your balance will be held temporarily in the Trustap Vault. However, if funds remain unclaimed for 90 days from the original payment date, Trustap may be required by its regulators to remove the balance from your account. After this point, the funds cannot be recovered. Set up your payout details before completing your first transaction.
Need help? Contact our Support Team
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