This article explains when and how buyers can cancel a transaction or request a refund based on their order status. as a buyer, use these these steps to resolve issues at each stage of the Trustap journey.
In this article
1. Cancelling before the seller accepts the order 2. Submitting an Order Issue after the seller accepts the order (before delivery) 3. Submitting a Complaint after the order is marked as delivered 4. Once the transaction is complete
Quick summary
| Transaction stage | What you can do | Refund & fee rules |
|---|---|---|
| 1. Before the seller accepts the order | You can cancel the transaction independently from the transaction page. | You receive a full refund, including any applicable Buyer Protection fee. The refund is processed immediately, but funds may take 2–3 business days to appear in your account. |
| 2. After the seller accepts the order (before delivery) | You cannot cancel the transaction, but you can open an order issue from the transaction page. | Submitting an order issue does not trigger an instant refund. Trustap will start a dispute investigation. If the dispute is upheld, a refund may be issued (excluding the Buyer Protection fee). |
| 3. After the order is marked as delivered (complaint period) | You cannot cancel the transaction, but you can submit a complaint during the complaint period if there is an issue. | Submitting a complaint does not trigger an instant refund. Trustap will start a dispute investigation. If the complaint is upheld, a refund may be issued (excluding the Buyer Protection fee). |
| 4. Once the transaction is complete | The transaction is marked as complete and cannot be cancelled or disputed through Trustap. | The funds have already been released to the seller. Trustap cannot issue a refund or recover the funds. You will need to contact the seller directly to resolve the issue. |
- Refunds from cancellations are issued immediately, but may take 2–3 business days to appear in your account depending on your bank or payment provider.
- The Buyer Protection fee is only guaranteed to be refunded if you cancel before the seller accepts the order.
- Once the order is accepted by the seller, direct cancellation is no longer possible and you must submit a dispute instead — either an order issue (before delivery confirmation), or a complaint (after delivery confirmation).
- After the complaint period ends, the transaction is complete and Trustap no longer controls the funds.
Platform fee on marketplace transactions
For transactions made through certain third-party marketplace platforms, an additional platform fee may apply on top of the Buyer Protection fee. When charged, this fee is shown as its own line item at checkout. Any refund of the platform fee is governed by that platform's own refund policy, not by Trustap — for questions about this fee, please contact the platform directly.
Accessing your transaction page
To cancel a transaction or open a dispute, you first need to access your transaction page. To do this, you must have a Trustap account.
Locate your payment confirmation email or the delivery confirmation email sent from noreply@support.trustap.com.
Click the link to the transaction in the email. This takes you to the Trustap login page.
If you already have a Trustap account, log in with your existing credentials. If you don't have one yet, click Register and follow the steps to create your account.
1. Cancelling before the seller accepts the order
You can cancel the transaction yourself if the seller has not yet accepted the order.
How to cancel
See "Accessing your transaction page" above if you need help finding it.
What happens if you cancel at this stage
- The transaction is cancelled immediately.
- The seller is notified.
- You receive a full refund. Your refund is processed immediately, but it may take 2–3 business days for the funds to appear in your account.
- No Trustap fee is charged.
2. Submitting an Order Issue after the seller accepts the order (before delivery)
If the seller has accepted the order but has not yet delivered it, you cannot cancel the transaction directly. Instead, you can open an order issue to alert Trustap that there's a problem with the order.
How to open an order issue
See "Accessing your transaction page" above if you need help finding it.
Enter a clear and detailed reason, then click Submit.
What happens when you open an order issue
- Trustap starts a dispute investigation.
- Our team reviews the transaction and supporting information.
- We may contact you and the seller for clarification.
- After the investigation, we will either issue a refund to you (excluding the Buyer Protection fee), release the funds to the seller, or apply a combination of both.
Learn more about how disputes work in What is a dispute and how does the dispute process work in Trustap?
3. Submitting a Complaint after the order is marked as delivered (complaint period)
Once the order is marked as delivered, you cannot cancel the transaction directly, but you still have a limited time to raise a complaint if there's a problem with your order.
Examples of valid complaint reasons
- You did not receive the item.
- The item is not as described.
How to submit a complaint
See "Accessing your transaction page" above if you need help finding it.
Enter a clear and detailed reason, then click Submit.
What happens when you submit a complaint
- Trustap starts a dispute investigation.
- Our team reviews the transaction and supporting information.
- We may contact you and the seller for clarification.
- After the investigation, we will either issue a refund to you (excluding the Buyer Protection fee), release the funds to the seller, or apply a combination of both.
Learn more about how disputes work in What is a dispute and how does the dispute process work in Trustap?
4. Once the transaction is complete
Once the complaint period ends, the transaction is automatically marked as complete.
At this stage
- The funds are no longer held by Trustap. They are in the seller's account.
- Because Trustap no longer holds or controls the funds, we are unable to issue refunds, manage disputes, or intervene in the transaction.
If you still have an issue after the transaction is complete, contact the seller directly to try to resolve the situation.
Need help? Contact our Support Team
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