This article lists the dispute reasons Trustap supports for each item category. Disputes must be submitted within the designated complaint period — once it expires, Trustap's buyer protection ends automatically.
Buyers are not required to raise disputes automatically. Only buyers who believe a transaction has not been fulfilled as agreed should submit a dispute.
In this article
1.3 Digital event ticket resales
2.3 Clothes and fashion accessories
2.5 Collectibles and memorabilia
2.7 Custom or made-to-order goods
2.8 Tools, equipment and instruments
3.1 Vehicle reservation payments
Important notes on disputes
- Review the rejection reason provided by Trustap.
- Check that the dispute reason is listed as valid for your item category above.
- If you believe the rejection was made in error, contact the Trustap Support Team with supporting evidence.
1. Digital items
The following dispute reasons apply to digitally delivered goods and services.
1.1 Digital assets
Pre-existing online accounts, memberships, or other legally-transferable digital items — e.g. software accounts, gaming accounts, domain names.
- Item not received at all.
- Login credentials do not work or are incorrect.
- Account permanently banned, suspended, or disabled immediately after transfer.
- Account details do not match description (e.g. lower level, missing features, not original owner).
- Buyer changed mind after purchase.
- Buyer lost access due to their own actions (password reset, TOS breach).
- Platform changes or server issues unrelated to the seller.
Return requirement
If received, the buyer must initiate a return within 72 hours of complaint validation.
1.2 Digital services
Services delivered entirely online or electronically, typically performed remotely — e.g. graphic design, web development, online tutoring, digital marketing.
- Service not delivered as agreed.
- Delivered service materially differs from the agreed scope.
- Service was not initiated at all within the agreed timeframe.
- Significant drop-off in quality during the complaint period.
- Deliverables clearly differ from described scope.
- Subjective dissatisfaction where the service was delivered in line with the agreed scope.
- Natural or expected drop-off in quality after completion.
- Misunderstanding of service scope when clearly described by the seller.
Return requirement
Not applicable — digital services cannot be returned once provided.
1.3 Digital event ticket resales
Resale or transfer of digital tickets for events, concerts, sports, or performances — e.g. concert tickets, sports event tickets, theatre tickets.
- Ticket invalid or denied entry at the venue for ticket-related reasons.
- Ticket not transferred or delivered before the event.
- Event postponed or cancelled before the end of the complaint period.
- Event was mis-advertised at the time of sale (wrong location, date, or time).
- Buyer unable to attend for personal reasons.
- Denied entry for buyer-related reasons (behaviour, substance influence, etc.).
- Buyer provided incorrect details when the ticket was updated.
- Event postponed or cancelled after the end of the complaint period.
Return requirement
Before the event: If the ticket was received, the Buyer must return the ticket to the seller in its original state in order to be eligible for a refund. The return must be initiated within 72 hours of their complaint being validated by Trustap for digital tickets, and within 5 working days for physical tickets — and in all cases no later than the event start time, regardless of where the standard return timeline would otherwise fall.
After the event: No return required.
2. Physical items
The following dispute reasons apply to physical goods sold and delivered in person or by post. Unless stated otherwise, if an item is received the buyer must initiate a return within 5 working days of complaint validation.
2.1 Vehicle sales
Cars, motorcycles, trucks, and other motorised vehicles.
This category does not apply to vehicle reservation payments — see section 3.1.
- Vehicle not received.
- Vehicle not as described (undisclosed cosmetic or mechanical damage, wrong model, false mileage).
- Seller misrepresented legal ownership or registration.
- Buyer changed mind after purchase.
- Buyer's financing or insurance fell through.
- Normal wear and tear consistent with the vehicle's age or description.
- Post-sale maintenance not covered by the agreement.
Return requirement
If received, initiate return within 5 working days of complaint validation.
2.2 Animals / pets
Live animals and pets.
- Animal not received.
- Animal significantly different from description (wrong breed, age, or serious health condition misrepresented).
- Seller failed to provide required documentation (e.g. vaccination papers).
- For livestock: weight or performance significantly differs from the agreement.
- Buyer changed mind after collection.
- Animal's temperament, behaviour, or health issues not known at time of sale.
Return requirement
If received, initiate return within 5 working days of complaint validation.
2.3 Clothes and fashion accessories
Clothes, footwear, fashion jewellery, and other fashion items — e.g. handbags, running shoes, fashion watches, sunglasses, designer jackets.
- Item not received (except where loss is due to the buyer's own mistake, e.g. a wrong delivery address).
- Item not as described (wrong size, colour, brand, or a counterfeit designer item).
- Undisclosed damage or stains.
- Buyer changed mind.
- Item does not fit or is not to the buyer's taste.
- Item lost due to the buyer providing incorrect delivery details.
- Minor wear consistent with the item's disclosed second-hand condition.
Return requirement
If received, initiate return within 5 working days. No return required for counterfeit items.
2.4 Furniture and home goods
Household furniture, décor, and related items — e.g. dining tables, office chairs, floor lamps, kitchen cabinets.
- Item not received (except where loss is due to the buyer's own mistake).
- Item delivered broken or missing parts.
- Item significantly different from description, without disclosure at point of sale.
- Wrong item delivered.
- Buyer changed mind (change in taste, item not fitting the space, dissatisfied with appearance).
- Item lost due to the buyer providing incorrect delivery details.
- Damage caused during assembly.
- Assembly difficulty or minor cosmetic imperfections.
Return requirement
If received, initiate return within 5 working days. No return required for counterfeit items.
2.5 Collectibles and memorabilia
Rare, valuable, or collectible items — e.g. trading cards, coins, sports memorabilia, autographed books.
- Item not received (except where loss is due to the buyer's own mistake).
- Item proven to be counterfeit or misrepresented.
- Item has undisclosed damage.
- Buyer questions authenticity without supporting evidence.
- Item lost due to the buyer providing incorrect delivery details.
- Market value has fluctuated since the time of purchase.
Return requirement
If received, initiate return within 5 working days. No return required for counterfeit items.
2.6 Electronics and gadgets
Electronics and devices — e.g. smartphones, laptops, digital cameras, smartwatches, tablets.
- Item not received (except where loss is due to the buyer's own mistake).
- Item proven counterfeit or misrepresented (wrong model or specs, missing accessories listed in the description).
- Undisclosed damage, excluding minor wear consistent with the item's disclosed second-hand condition.
- Item not working upon delivery.
- Item lost due to the buyer providing incorrect delivery details.
- Buyer did not understand the item's compatibility requirements.
- Minor wear consistent with the item's disclosed second-hand condition.
Return requirement
If received, initiate return within 5 working days. No return required for counterfeit items.
2.7 Custom or made-to-order goods
Items produced, assembled, or modified to a buyer's specific requirements — e.g. tailor-made clothing, engraved jewellery, custom furniture, bespoke signage. This category does not cover standard stock items.
- Item not received within the agreed timeline (except where delay is due to the buyer's own mistake or an agreed extension).
- Delivered product differs from the approved design or specification.
- Buyer no longer wants the item once production has started.
- Minor differences inherent to handmade or custom work.
- Expectations that fall outside the agreed specifications.
Return requirement
If received, initiate return within 5 working days. No return required for counterfeit items.
2.8 Tools, equipment and instruments
Any physical item designed for practical, operational, recreational, professional, educational, or care-related use, unless it falls under another category — e.g. DIY tools, musical instruments, sports equipment, baby equipment, medical equipment.
- Item not received within the agreed timeline (except where delay is due to the buyer's own mistake or an agreed extension).
- Item not as described — incorrect model, specifications, condition, functionality, or missing essential components.
- Item arrived with undisclosed damage or defects that materially affect its use or safety.
- Item is non-functional, unsafe, or unusable upon delivery.
- Buyer changed mind after purchase.
- Damage caused by use, misuse, improper setup, or modification after delivery.
- Routine maintenance, calibration, or consumable replacement, unless stated in the listing.
- Minor cosmetic wear consistent with the item's disclosed condition that does not materially affect functionality.
Return requirement
If received, initiate return within 5 working days. No return required for counterfeit items or verified safety hazards.
2.9 Art
Original artworks and art prints, including paintings, drawings, sculptures, photography, and other creative works produced by an artist — e.g. oil or acrylic paintings, watercolours, pencil or ink drawings, limited edition art prints, sculptures, artist-signed photography prints, mixed media works.
- Item not received (except where loss is due to the buyer's own mistake, such as a wrong delivery address).
- Item is not as described (wrong dimensions, medium, edition number, or significantly different appearance from listing images).
- Item arrived with undisclosed damage (e.g. tears, punctures, cracks, significant scratches).
- Item proven to be a forgery or misrepresented as an original when it is a reproduction, or vice versa.
- Certificate of authenticity or provenance documentation promised in the listing was not provided.
- Buyer changed their mind or no longer likes the piece after purchase.
- Subjective dissatisfaction with style, colour, or aesthetic when the item matches its description.
- Minor handling marks or imperfections consistent with the item's disclosed condition or the nature of handmade work.
- Price fluctuation or change in perceived market value after purchase.
- Buyer questions authenticity without supporting evidence.
Return requirement
If received, the buyer must initiate a return within 5 working days of complaint validation. No return is required where the item is confirmed to be a forgery.
3. Services
The following dispute reasons apply to service-based transactions. Service-based transactions are not subject to returns.
3.1 Vehicle reservation payments ("vehicle deposit")
Payment of a deposit to reserve a vehicle until a formal sales agreement is finalised. This does not represent the purchase of the vehicle itself.
- The seller was unresponsive to the buyer's enquiries.
- The vehicle was unavailable.
- No sale agreement could be reached between the buyer and seller, for any reason.
- A sales agreement was reached on a different vehicle from the same seller.
- The buyer dropped out of the agreement after it was reached.
- Disputes concerning the purchase of the vehicle itself, not the deposit.
3.2 Transport of persons
Services involving the transportation of people, including pre-booked journeys, private transfers, or chartered transport — e.g. private chauffeur, airport transfers, bus or coach, ferry, helicopter charters, event shuttles.
- The transport service did not take place at all (no-show or complete failure to deliver).
- The service deviated materially from the agreed terms (e.g. wrong date, destination, or transport type).
- Change of mind or cancellation by the buyer after booking, unless covered by the provider's own terms.
- Minor delays caused by traffic, weather, or other reasonable circumstances outside the provider's control.
- Dissatisfaction with driving style, vehicle comfort, or personal experience, where the service was otherwise performed as agreed.
- Disputes over tips, extras, or add-ons not included in the original agreement.
3.3 Transport of goods
Services involving the transportation, delivery, or shipment of physical items. Transactions must involve legal goods and licensed carriers.
- Goods were not collected, transported, or delivered as agreed.
- Goods were damaged or lost in transit, where responsibility lies with the service provider.
- Delivery destination or timeline was not respected, where timing was an essential condition of the agreement.
- Service did not match the agreed scope (e.g. only a partial delivery was completed).
- Minor delays due to reasonable external factors (traffic, customs, weather).
- Goods damaged or lost where responsibility lies with the buyer (e.g. incorrect instructions, inappropriate packaging).
- Buyer was unavailable to receive the delivery at the agreed time.
- Change of mind after dispatch, or a request to reroute without prior agreement.
- Packaging or presentation issues that do not affect the item's integrity.
- Goods held or delayed by customs or authorities, outside the provider's control.
3.4 Property rentals / accommodation
Temporary rental or lease of residential or commercial properties, rooms, or short-term accommodations, including vacation rentals.
- Change of mind or early departure, only if explicitly covered in the rental agreement.
- Property significantly not as described (incorrect location, missing facilities, or substantially different condition).
- Booking cancelled by the host without a suitable alternative provided.
- Property inaccessible upon arrival, or access details were incorrect or incomplete.
- Length of stay or check-in / check-out dates differed from what was booked.
- Change of mind or early departure for personal reasons, unless explicitly covered in the rental agreement.
- Dissatisfaction with style, décor, size, or neighbourhood, when these were reasonably described in the listing.
- Noise, neighbours, or environmental factors outside the host's control.
- Guest-caused issues (e.g. damage, failure to follow house rules).
3.5 Other services (general)
Legal, in-person services where a professional delivers expertise, entertainment, or labour. Excludes digital-only services — e.g. photography, event entertainment, home maintenance, in-person consulting, tutoring, personal training.
- The service was not performed at all.
- Service was delivered significantly later than agreed, where timing was an essential condition.
- Delivered service deviates materially from the agreed scope (missing deliverables, substantially reduced quality).
- Buyer cancelled within the terms allowed under the contractual service agreement.
- Change of mind after booking, unless permitted under the service agreement.
- Subjective dissatisfaction where the service was performed as described.
- Delays reasonably justified by the nature of the service or unforeseen circumstances.
- Claims relating to additional work or services not included in the original agreement.
Need help? Contact our Support Team
Comments
0 comments
Please sign in to leave a comment.