SELLER - Step-by-step guide to the online transaction model (Transaction involving post/courier DELIVERY)

 

Step 1: Create or Join a Transaction

How To Create a Transaction:

1. Click CREATE TRANSACTION

2. Select SELLER and click NEXT

3. To the question: “Will you be using post/courier for this transaction?” Select YES and click NEXT

4. Select the currency of your transaction, enter the price of your transaction (without the Buyer protection fee which will be added automatically), and enter a clear description of the goods or services involved in the transaction, then click START TRANSACTION

That’s it! Your transaction has been created. You can copy the link of the transaction and share it with the Buyer via email, text message, or social media.

You will be notified via email once the Buyer has joined, and again once the Buyer has paid. You can then proceed to Step 2: Post the item and enter the tracking details into the transaction page.

How To Join a Transaction:

1. Enter the link that was shared with you in your engine search bar and click on CONTINUE TO APP. (Alternatively, you can enter the link directly in the Join Transaction section of the app)
   

2. Review the details of the transaction to ensure they are correct, as agreed with the Buyer
   

3. Tick the box to agree to our Terms of Use. Don’t forget to read them first, they're important!

4. Click JOIN TRANSACTION

You will be notified via email once the Buyer has paid. You can then proceed to Step 2: Post the item and enter the tracking details into the transaction page.

Step 2: Post the item and enter tracking details

Once the funds have been paid into the hold by the buyer, you will be prompted to enter the courier or delivery service used and the unique tracking number assigned to that delivery. This information is generally provided by the post office or courier company used as soon as delivery is paid for. You may use any courier service you like, but you must provide a tracking number, which means that the item must be sent via registered post or via a courier.

It is recommended to input these details as soon as possible to speed up the transaction. In any case, the tracking information must be entered within 96 hours (4 days) of notification that the buyer has lodged the funds into the Trustap hold. If you fail to enter valid tracking details within this timeframe, the transaction will be cancelled and the buyer will be refunded (minus the Buyer Protection fee), unless the Buyer explicitly agrees to give you additional time to post the item.

Heads up!

• If you fail to enter the tracking details within the 96-hour timeframe but still wish to continue the transaction, contact us as soon as possible for assistance.
• If you enter incorrect tracking details in the app, contact us as soon as possible to provide the correct tracking details. 

Step 3: Track the progress of your delivery

Once the tracking details have been entered, you can use them to check the progress of the delivery through the courier’s website. This offers valuable peace of mind by giving a clear idea of when the item will be delivered.

Heads up! If the delivery takes too long, contact the courier. We generally do not handle delivery issues directly (except in specific situations outlined in our terms of service) and ultimately if the item is not delivered the Buyer will be refunded. 

Once the courier confirms that the item has been delivered successfully, the transaction status will automatically update to “delivery confirmed” in the app, which will kick-start the 24-hour Complaint Period. This will also be confirmed to you by email.

Heads up! Sometimes, a courier may fail to update an order as delivered straight away. If the order has been delivered but the transaction has not progressed automatically to the “delivery confirmed” stage yet, you can ask the Buyer to confirm the delivery manually by logging into that app and clicking on the CONFIRM DELIVERY button on the transaction page. Alternatively, you can contact us for assistance.

Step 4: Ensure your payout details are up to date ahead of the release of your funds

Once the item has been confirmed as delivered and the transaction has progressed to the “delivery confirmed” stage, the Buyer has 24 hours to inspect the item and to file a complaint if they notice any issue with the item or if they disagree with the confirmation of delivery.

Check our detailed Complaint Period article to learn more about the Complaint Period.

If the buyer does not file a complaint within the 24-hour complaint period, and if your Trustap account is in good standing order, the funds will automatically be released to the payout method saved on your account once the complaint period ends, and the transaction will be deemed complete. From there, funds may take up to 7 business days* to reach your bank account, depending on your bank.

Always verify your Trustap account with us to speed up the payout process. If your account is not verified, the funds cannot be paid out to your account. In this case, the following message will be displayed on the Transaction page:

To verify your account as a Seller, you must add your personal and payout details under the ‘My Profile’ section of your Trustap account. Check our article Adding your personal and payout information if you need help with your profile.

* In average, however for certain countries, it may take longer.