Shipping with Trustap

This guide explains: 

- Who pays for shipping

- How long the seller has to send the item

- Tracking requirements

- What to do if a package is delayed, lost, or damaged

Important:

Some partner platforms provide their own integrated shipping systems or have different shipping rules.
If you are using Trustap through one of these platforms, this article may not apply. Please refer to your platform’s specific shipping guidelines.

Who pays for shipping?

In most cases, the seller pays for shipping. This is the recommended and most common practice.

However, shipping costs can be:

• Negotiated between buyer and seller

• Included in the item price

Is tracking required?

If the item is shipped then yes, the seller must provide valid tracking details for each transaction.

Tracking helps:

• Buyers monitor delivery progress

• Trustap confirm delivery

• Prevent disputes and delays

Trustap supports over 500 couriers worldwide.

How long does the seller have to ship the item?

The seller must:

• Ship the item within 4 days (96 hours) after payment is confirmed.

• Enter the tracking number within the same 96-hour period.

If the seller cannot meet this deadline, they must contact Trustap to report the delay

What happens if the seller does not ship the item?

If the Seller does not upload valid tracking information within the 4-day (96-hour) shipping window:

• The transaction will be cancelled

• The funds will be returned to your account

• The Buyer Protection fee is non-refundable

In some cases, the Trustap Support Team may contact you before processing the refund to confirm whether you would like to grant the Seller additional time to ship the item.

If you agree to an extension, the transaction will remain active. If not, the refund will be processed and the transaction will be closed.

 

Does the shipping method matter?

The only limitation regarding the shipping method is that it must be sent via postal or courier delivery service. You can use any delivery service you want; however, the seller must provide a tracking number (unique to each transaction) within the 96-hour time limit.

Supported couriers

If you use a supported courier:

• Trustap can track the shipment automatically.

• Delivery can be confirmed automatically.

Unsupported couriers

If your courier is not on the supported list:

• You can still use it.

• Click on "I can't find my courier" on the transaction page, and enter the courier name and tracking number manually.

• Trustap may not be able to track the shipment automatically.

• This means that the buyer may need to confirm delivery manually. 

  • If the buyer does not confirm delivery, simply contact Trustap. Our team can confirm delivery on your behalf.

 

What if I am not available to sign for delivery?

If you are not available to personally sign for the delivery, you must take action directly with the postal or courier company.

You have two options:

Option 1: reschedule the delivery

Contact the courier as soon as possible to:

• Arrange an alternative delivery date

• Ensure the item is signed for by you or an authorised person

This helps prevent delivery disputes and ensures proper confirmation.

Option 2: authorise a safe drop-off

You may instruct the courier to:

• Leave the package at a designated safe location

Important:
If you authorise a drop-off without a signature, the 24-hour Complaint Period will begin once the courier marks the item as delivered.

This means:

• You are responsible for checking the item immediately

• Any issue must be raised within the complaint period

 

What happens if the delivery Is delayed?

The seller is responsible for the item until it is delivered.

If a package is delayed:

1. The seller should contact the courier.

2. The seller must work with the courier to resolve the issue.

Trustap will:

• Keep both parties informed.

• Help manage the situation.

However, Trustap cannot contact the courier directly, as we are not the sender.

 If the item appears lost, Trustap may:

• Give a reasonable amount of time to the seller to resolve the issue with the courier.

• Issue a refund to the buyer if necessary

What happens if a package is lost or damaged?

If the package is lost

Trustap considers a package “lost in transit” in any of the following situations:: 

• The tracking number has a clear “lost” update. 
• A domestic package is not reported as “delivered” 30 days after shipment (60 days for international shipments).

If a buyer believes their package has been lost, they should open a dispute from their transaction page to alert Trustap. Learn more about Trustap disputes here: What is a Trustap dispute?

Once the loss is confirmed, Trustap generally refunds the buyer. The seller should then file a compensation claim directly with the courier.

Best practices for sellers:

• Use reliable couriers.

• Require a delivery signature whenever possible.

• Review the courier’s compensation policy before shipping.

 

If the package arrives damaged

If a package arrives damaged, the buyer should open a dispute as soon as possible. Learn more about Trustap disputes here: What is a Trustap dispute?

If damage is visible at delivery:

1. The buyer should refuse the package.

2. the buyer should open a dispute (an Order Issue) from the transaction page. 

If damage is discovered after delivery has been accepted:

1. The buyer should document the damage and open a dispute (a Complaint) with Trustap as soon as possible - and always within the complaint period.

Trustap will investigate the dispute. If the claim is validated, Trustap may refund the buyer for part or all of the item price, depending on the circumstances. Trustap may request a return of the damaged item first, depending on the circumstances. The seller should file a compensation claim directly with the courier where applicable.

Need Help?

Contact our Support Team here.