When can I make a complaint and request a refund?

A complete guide to supported dispute reasons and refund eligibility on Trustap. This article lists valid reasons for a refund on physical items, digital items, and services, the difference between an Order Issue and a Complaint, and the time limits that apply. 

In this article

1. Refund eligibility for physical and digital items 2. Refund eligibility for services 3. Important things to remember 4. Want to know more? 

1. Refund eligibility for physical and digital items

If something goes wrong with a physical or digital item you've bought from a seller using Trustap services, you may be eligible for a refund. Below are the most common reasons, and what to do in each case.

Item not received

This can happen if the seller never sends the item, the shipment gets lost, or you confirm receipt of the item by mistake. This also covers digital items where you received download or access instructions but cannot actually download or access the item.

Order not yet marked as fulfilled

If the order has not been marked as delivered or handed over, submit an Order Issue.

Order already marked as fulfilled

If the order has already been marked as delivered or handed over, submit a Complaint.

 

Damaged item

Damage noticed at delivery

We recommend refusing the delivery and using Submit an Order Issue on your transaction page to let us know.

Couldn't refuse delivery

Submit a Complaint with Trustap as soon as possible.

Item not as described

This can happen if what you received is totally different from the product listing, or if it is defective or appears counterfeit. If this happens, submit a Complaint as soon as possible.

Note

Order Issues and Complaints are the two ways of raising a dispute in Trustap, used at different stages of the transaction. For full details on how each one works, see What is a dispute and how does the dispute process work in Trustap?

2. Refund eligibility for services

Refund eligibility also applies to services bought through Trustap. You may be eligible for a refund if:

• Not delivered: The service was not delivered at all.
• Started but incomplete: The service delivery started but was never completed.
• Poor quality: The service was of poor quality, or not as expected or described.

Check your item category

Supported dispute reasons can vary by item category. See Trustap Supported Dispute reasons per Item Category for full details.

3. Important things to remember

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Time is of the essence

The Complaint Period usually lasts 24 hours. Once it expires, the funds are released to the seller automatically and you forfeit all rights to a refund through Trustap.

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Proof matters

Having evidence such as photos or videos always help support your case. Learn more: Buyer: Evidence guidelines per dispute reason

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Complaints don't always lead to a refund

Trustap will look into your complaint and make a decision on its validity.

Note

We won't validate complaints for reasons such as changing your mind or simply not liking the item. However, we may assist by contacting the seller to see if they agree to a return.

4. Want to know more?

Check out these articles for full details:

→ What is a dispute and how does the dispute process work in Trustap? → Refunds → What can I do as a Buyer to help Trustap protect my payment? → What should I do to protect myself from unfair complaints? → Trustap Supported Dispute Reasons per Item Category

Need help? Contact our Support Team