Transaction cancellation and dispute rules for buyers

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.

Quick Summary

Transaction Stage	What You Can Do	Refund and Fees 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 fees. 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. Why can you not cancel independently? We prevent direct cancellation because, in certain situations, the seller might already have initiated the order delivery.	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 (during the 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 (after the end of the complaint period)	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.

 

Key points to note:

• 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.

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.

Follow these steps to access your transaction page: 

1. Locate the payment confirmation email or the delivery confirmation email you received from [e-mail].
2. Click on the link to the transaction in this email. This will take you to the Trustap login page.
   • If you already have a Trustap account, login using your existing credentials. 
   • If you do not have a Trustap account yet,, click on Register and follow the steps to create your account.

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1. Before the seller accepts the order

You can cancel the transaction yourself if the seller has not yet accepted the order.

How to cancel:

1. Go to the transaction page (see “Accessing Your Transaction Page” at the top of this article if you need help finding it).
2. Click Cancel Transaction.

What happens if you cancel at this stage:

• The transaction is cancelled immediately.
• The seller is notified.
• You receive a full refund (Your refund will be processed immediately, but it may take 2–3 business days for the funds to appear in your account).
• No Buyer Protection fee is charged.

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2. 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, but you can open an order issue to alert Trustap that you have an issue with the order.

How to open an order issue:

1. Go to the transaction page (see “Accessing Your Transaction Page” at the top of this article if you need help finding it).
2. Click Submit Order issue.
3. Enter a clear and detailed reason and 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 the buyer (excluding buyer protection fee), or
  • Release the funds to the seller, or
  • A combination of both.

Learn more about disputes (Order Issues and Complaints) here: What is a dispute and how does the dispute process work in Trustap?

 

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3. After the order is marked as delivered (during the 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 is a problem with your order.

Examples of valid complaint reasons include:

• You did not receive the item.
• The item is not as described.
  
   

How to submit a complaint:

1. Go to the transaction page (see “Accessing Your Transaction Page” at the top of this article if you need help finding it).
2. Click Submit Complaint.
3. Enter a clear and detailed reason and 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 the buyer (excluding buyer protection fee), or
  • Release the funds to the seller, or
  • A combination of both.

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4. Once the transaction is marked as complete (after the end of the complaint period) 

Once the complaint period ends, the transaction is automatically marked as complete.

At this stage:

• The funds are not in the Trustap Vault anymore. 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 anymore.

What you should do:

If you still have an issue after the transaction is complete, you should contact the seller directly to try to resolve the situation.

 

Need Help?

Contact our Support Team here.