What is a dispute and how does the dispute process work in Trustap?

A complete guide to Trustap disputes. Covers when a buyer can open a dispute, how to submit one, time limits, and what happens after a dispute is opened. Relevant for: dispute, complaint, order issue, buyer protection.

In this article

1. What is a dispute? 2. When can a buyer open a dispute? 3. How can the buyer open a dispute? 4. How long does the buyer have to open a dispute? 5. What happens after a buyer has opened a dispute? 6. What happens when the complaint period expires? 7. Why the dispute process is important 8. Does Trustap always handle the dispute resolution? 

What is a dispute?

A Trustap dispute is a formal process that allows a buyer to raise an issue with a Trustap Protect transaction while the funds are still securely held.

Trustap Protect transactions are designed to protect both buyers and sellers by holding payment until the terms of the transaction are fulfilled and any issue is resolved. If something goes wrong before the funds are released, the dispute process provides a structured way to resolve the issue fairly.

When can a buyer open a dispute?

A buyer can open a dispute at any time as long as Trustap is still holding the funds. There are two main stages for raising an issue:

• Order Issue: issue raised before delivery or handover is confirmed.
• Complaint: issue raised during the "complaint period" after delivery or handover is confirmed.

Common reasons for a dispute include:

• The item was not delivered.
• The item received is damaged or defective, or significantly different from the description.
• The agreed service was not provided.
• The transaction terms were not fulfilled.

More details here: Trustap Supported Dispute reasons per Item Category.

How can the buyer open a dispute?

1

Log in to your Trustap account

2

Navigate to the My transactions section

3

Select the relevant transaction page

4

Choose the option matching your transaction stage

• Click Submit Order Issue if the delivery or handover isn't confirmed yet.
• Click Submit Complaint if the delivery or handover is already confirmed.

5

Provide a detailed explanation of the issue

6

Click "Submit"

Note for Indirect Trustap users

Some third-party platforms let you submit a dispute directly within their own platform — check with the platform first. If that option isn't available, you'll need a Trustap account to submit the dispute. If you've never used Trustap before, you'll need to register first:

1. Locate your payment confirmation or delivery confirmation email from [e-mail]

2. Click the link to the Transaction in that email — it will redirect you to the Trustap login page

3. Click Register and follow the registration process.

Need help?

If you can't submit your complaint, contact our support team within the complaint period.

How long does the buyer have to open a dispute?

Before delivery/handover confirmed

No time limit.

After delivery/handover confirmed

The buyer must open the dispute before the complaint period ends.

The default complaint period is 24 hours, though some third-party websites offering Trustap services directly on their platform may offer longer or shorter complaint periods. Always check the specific terms of service for the platform you are using.

What happens after a buyer has opened a dispute?

Once a buyer has opened a dispute:

1

Trustap pauses the transaction immediately

The funds stay securely held by Trustap throughout the process.

2

Trustap (or the third-party platform managing the transaction) contacts both parties

Both parties are kept updated and may be required to provide supporting evidence (e.g. messages, proof of delivery, photos).

3

Trustap (or the third-party platform managing the transaction) reviews the information

All provided evidence is reviewed.

4

Trustap (or the third-party platform managing the transaction) makes a decision

The decision is based on the transaction terms and the available evidence.
 

Depending on the outcome:

• Funds may be released to the seller, or
• Funds may be refunded to the buyer (potentially pending a return), or
• A combination of both.

The goal of the dispute process is to resolve issues before funds are released, ensuring fairness and reducing risk for both parties.

What happens when the complaint period expires?

Once the complaint period ends, the transaction is finalised, and funds are released to the seller. At this stage, the internal Trustap dispute process is no longer available, and any further concerns must be resolved directly between the buyer and seller.

Why the dispute process is important

The dispute process is a core part of Trustap's protection model:

• Security: funds remain protected during disagreements.
• Structure: a clear and structured resolution pathway is provided to both parties.
• Objectivity: the issue is assessed objectively by an independent third party.
• Efficiency: reduces the need for external payment reversals.

By centralising communication within the dispute process, Trustap acts as a neutral intermediary. This helps maintain constructive dialogue, limits unnecessary or emotional exchanges between parties, and ensures decisions are based on evidence and agreed transaction terms.

Does Trustap always handle the dispute resolution?

Trustap typically manages the dispute resolution process in transactions that benefit from Buyer Protection.

However, in some cases, Trustap may agree to delegate this responsibility to a third-party customer who integrated Trustap services on their platform. This only occurs if the platform is an independent third party not directly involved in the transaction as a buyer or seller. In these cases, the platform must demonstrate the ability to provide unbiased, evidence-based, and objective resolution decisions.

 

Need help? Contact our Support Team