Overview of the Online Transaction process

This is a general overview of each step of a transaction involving a post/courier delivery of the item (online transaction). Check our step-by-step guides for technical guidance each step of the way: 

• Step by Step guide for sellers in a transaction involving a post/courier delivery of the item (online transaction)
• Step by Step guide for buyers in a transaction involving a post/courier delivery of the item (online transaction)

Step 1

• After the buyer and the seller agree on all the necessary details and start a transaction, the buyer transfers their payment (including the Trustap fee) into the Trustap Hold.

• Once the funds are in the Trustap hold, the seller sends the item in question via registered post. The seller has up to 96 hours to input all the postal tracking information to Trustap for the transaction to proceed.

• If the seller fails to input the tracking information from the package, the funds will be returned to the buyer’s account, and the transaction will be cancelled.

Step 2

• Once the tracking information has been verified and the delivery is linked to the courier or postal company’s own tracking system, the item's delivery status may be checked by either party at any time. This offers valuable peace of mind by giving a clear idea of when the item will be delivered and the transaction completed.

• Once the item arrives, the buyer signs for it and checks the item out to ensure it’s what they wanted.

• The courier's delivery confirmation update initiates the 24-hour complaints period, during which time any issues on the part of the buyer must be communicated to Trustap customer support.

Step 3

• The funds remain held for this 24-hour time period and will be automatically released to the seller after the time has elapsed unless the buyer chooses to release them sooner.

• Should the buyer lodge a complaint, the funds will remain held, and a complaint investigation will begin. Check our Complaint Period article to learn more about the complaint investigation process.

Step 4

• When the 24-hour complaints period has elapsed, if the buyer did not file a complaint, Trustap instantly releases the funds to the seller, completing the transaction.