The Complaint period

What is a Complaint?

In the world of online payments, ensuring a smooth and secure experience for both Buyers and Sellers is of paramount importance. At our escrow-payment-style processor, we facilitate the payment process and provide a safe transaction environment. To protect the Buyers' interests, we offer a 24-hour complaint period, allowing them to address any issues that may arise after the purchased item has been confirmed as delivered or handed over.

As a Buyer, you can file a complaint for one of the following reasons:

• You have received an item that is damaged, does not work, or does not match the description or agreement made with the Seller

• The item has been confirmed as delivered or handed over in the app, and the transaction has progressed to the complaint period, but you do not agree with the delivery or handover confirmation.

It is important to note that we are not the merchant for your transaction; instead, we serve as an intermediary, safeguarding the payment process. As an escrow payment-style platform, we have implemented the 24-hour complaint period to protect the Buyers' and Sellers' interests and provide a platform for resolution. Filing a complaint within this period is crucial to initiate the dispute process and ensure appropriate action can be taken.

How can a Complaint be filed?

Only Buyers can file a complaint.
To file the complaint, please follow the steps:

Option 1

• Check your email inbox associated with the transaction for the "Complaint Period has started" email.

• Follow the link included in the email to access the complaint form.

• Fill out the complaint form with as much detail as possible.

• Submit the form

If you experience any issues with submitting the complaint form, you can contact our support team via our contact form or at [e-mail]

Option 2

• Login to your account on Trustap App.

• In the My Transaction section, click on the transaction for which you want to raise a complaint.

• Click on Submit Complaint

• Fill in the information as required and submit the complaint

If you experience any issues with submitting the complaint form, you can contact our support team via our contact form or at [e-mail]

Filing a dispute through this process ensures that the transaction is automatically paused and the funds are automatically frozen until the Trustap team resolves the dispute. If a Buyer fails to file their complaint through the complaint form, the funds may be released to the Seller automatically. At this point, Trustap can no longer be held liable for the funds.

Gathering evidence, such as screenshots, videos, or photos, to support your claim before filing a complaint is essential. This evidence will allow our dispute team to assess the situation and make a fair decision.

What happens once a complaint has been filed?

Once a complaint is filed, our dispute team will receive and analyse it based on the provided evidence. We strive to resolve disputes within three business days; however, complex cases may require additional time. Buyers must respond promptly to our follow-up emails and may be asked to provide any relevant communication with the Seller and supporting evidence, such as screenshots, videos, or photos.

As a Seller, You will be contacted by our team, and we need you to be responsive and provide the information requested by our team. Maintaining transaction records, postage, proof of delivery or handover, and any evidence supporting the case in your favour, including communication with the Buyer and relevant documentation, is essential.

Trustap will always try to resolve the complaint in the best amicable way first by encouraging both parties to agree between themselves. However, if no amicable solution can be agreed upon, Trustap will request both parties to submit all the evidence they have to substantiate their claim, and our dispute team will make a final, unbiased decision based on the evidence provided.

As an escrow-style payment platform, we facilitate secure and fair online transactions. Whether you are buying online from a third-party Marketplace or an independent seller, or meeting a stranger, whether you are buying physical goods, digital goods, or services, our 24-hour complaint period allows Buyers to address any issues they encounter with their purchase. As an escrow payment-style platform, we emphasise the importance of open communication, prompt complaint filing, and the provision of supporting evidence to ensure a smooth dispute resolution process. Buyers can protect their interests by understanding the complaint period and following the necessary steps, and Sellers can participate in a fair resolution process. We are dedicated to providing a secure environment and strive to address complaints efficiently to maintain trust and integrity in online transactions.

Returning goods to the third-party Merchant or the Seller

When the outcome of a formal complaint investigation is to refund the Buyer, and when the goods involved in the transaction can potentially be returned, the Seller will be informed of our final decision to refund the Buyer in writing before any refund is effectively processed and asked whether they wish for a return of the goods to be organised. If the Seller requests a return of the goods, the Seller must provide the necessary information to allow the Buyer to return the item via registered post or courier so that an official tracking number is associated with the delivery. Once the Buyer confirms that the return has been initiated and provides a tracking number associated with the return order, the funds will be refunded to the Buyer, less the non-refundable Buyer Protection fee. Trustap is not liable for any costs associated with the return.

If the Seller confirms that they do not wish to organise a return of the goods, the funds will be refunded to the Buyer immediately, less the non-refundable Buyer Protection fee.