What can I do as a Buyer to help Trustap protect my payment?

Trustap offers you a chance to raise any issue with the item you received by filing a complaint during the 24-hour complaint period. 

👉 Learn more about the Complaint Period and how to Submit a Complaint

Once you’ve submitted  a complaint, we automatically pause the transaction, holding the funds safely in the Trustap Vault,  and our support team starts an investigation.

Through our investigation, we may ask you to provide certain evidence to illustrate your claim. You’ll find below some simple steps you can take to make your claim as strong as possible and maximise your chance of being granted a refund:

• Favour written communication with the Seller where possible (text, email, social media), and always keep records of all your conversations with the Seller.
• If you notice any issue with the item during delivery or handover, do not accept the item and Submit a Complaint straight away. Once you have accepted the item, you may be requested to return it at your own cost before a refund can be issued.
• If you notice any issues with the item during your inspection, take pictures/videos straight away, submit a complaint, and send us these pieces of evidence without any delay
• Always submit a complaint if you are dissatisfied with the goods or service received, or if you have not received the goods or service at all, no matter what the Seller is telling you.

I don’t have the option to Submit a Complaint, what should I do? 

•  First, check How to Submit a Complaint here
• If you don’t have the option to Submit a Complaint, it may be because the order wasn’t marked as fulfilled yet. If that’s the case, you may have the option to  “Submit an Order Issue” withing the transaction page instead; it will have the same effect. 
• If you cannot Submit a Complaint or an Order Issue for any reason, contact us straight away using our contact form.