What happens if a Buyer makes a complaint?

When a buyer submits a complaint, Trustap temporarily pauses the transaction, reviews the case with both parties, and then makes a final decision.

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What Happens When a Complaint Is Filed?

1. Transaction Paused

As soon as the buyer submits a complaint, Trustap immediately pauses the transaction and securely holds the funds. Both the buyer and seller will be notified by email.

2. Complaint Review

Our team reviews the details to determine whether the complaint is valid. Buyers can only submit a complaint for the following reasons:

• Item Not Received: The buyer never got the item.
• Damaged in Transit: The item was damaged during shipping.
• Significantly Different: The item looks very different from what was described in the listing. This includes defective and counterfeit items. 

Note: Complaints due to buyer's remorse, not needing the item anymore, or damage clearly mentioned in the description won't be considered valid. In these cases, we encourage buyers to reach out to the seller directly, as some sellers may choose—or in certain situations, be obligated—to accept a return.

3. Evidence Collection

To help us make a fair and informed decision, we may ask both parties to submit relevant evidence. Examples of what we may request include: 

• Communication records between buyer and seller
• Proof of order fulfilment such as delivery receipts, signed confirmations, or digital evidence of delivery or receipt acknowledgement.
• Photos or videos of the item before shipping or handover and after delivery
• In certain cases, professional or expert statements certifying the issue raised by the buyer

If the order was shipped with tracking, the tracking information will be considered accurate unless the buyer can provide clear evidence to dispute it.

4. Final Decision

After reviewing all information, Trustap will make a final decision and notify both parties via email.

If a refund is granted:
The refund will only be issued once the item has been returned to the seller, unless the item cannot be returned or the seller confirms that a return is not needed.

If the complaint is rejected:
The funds will be released to the seller as soon as the case is resolved.
Sellers should ensure their payout details are fully verified to avoid delays.

👉Learn more about completing your Trustap account.

 

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Protect Yourself: Tips for Sellers

• Be honest and transparent: Accurate descriptions and photos are key to happy buyers.

• Document everything: Take photos or videos of the item right before the order fulfillement.

• Stay in touch: Keep your buyers informed throughout the sale, particularly if there are unplanned delays to the order fulfillement.

• Choose the right shipping: Opt for tracked shipping to protect yourself and your buyer.

👉 Learn how to protect yourself from unfair complaints.

 

Protect Yourself: Tips for Buyers

• Act fast: Submit a Complaint as soon as you notice any issue with the item, or if you need more time to inspect it. Remember, you only have 24 hours!

• Document everything: Take photos or videos of any problems with the item.

• Don't accept damaged packages: If the package looks damaged, refuse delivery and let us know immediately.

• Keep it in writing: Always try to communicate with the seller in writing (like email or messages) to have a record of your conversation.

👉 Learn how to protect yourself from scammers.

 

Remember, Trustap is here to help! If you have any questions or concerns, don’t hesitate to contact our support team here.