What should I do to protect myself from unfair complaints?

The buyer claims to have an issue with their order, but you find their complaint unfair? 

Don't worry, Trustap has your back! 

When we receive a complaint from a Buyer, our first step is to freeze the transaction. This means that the funds will remain safely held within the Trustap Vault until we’ve investigated and resolved the complaint. 

Here's what happens during our investigation::

We'll Get Your Side 

If a buyer complains, our support team will contact you by email. This is your chance to explain what happened from your perspective.

 

Digging Deeper

If you disagree with the buyer’s complaint, we'll investigate further. To help us solve the issue quickly, you might be asked to provide some evidence, such as:

• Photos or videos: Snapshots of the item before shipping can be a big help.
• Tracked shipping proof: Hang on to that receipt from the courier company!
• Handover confirmation: Got an in-person exchange? A signed confirmation from the buyer is golden.
• Chat history: Keep records of your conversations with the buyer through text, email, or social media messages.

Proactive Protection Tips

Here are some simple things you can do to avoid complaints in the first place:

• Be clear and transparent: use accurate descriptions and high-quality photos in your listings.
• Communicate clearly: keep the buyer updated throughout the transaction.
• Track it!: use tracked shipping whenever possible

 

Not All Complaints Lead to Refunds

There are situations where a buyer might not be entitled to a refund, such as:

• Missed Deadline: the buyer didn't complain within the allowed timeframe.
• Accurate Description: the item perfectly matches the listing description.
• Buyer's Responsibility: the item was damaged, used, or altered by the buyer.
• Happy Buyer: the buyer confirmed they were satisfied before complaining.
• Lack of Proof: the buyer can't provide evidence to support their claim.
• Platform Abuse: the buyer violated Trustap's rules.

 

Remember, Trustap is here to help! If you have any questions or concerns, feel free to contact our support team here.