Overview of the Trustap transaction journey

A high-level overview of how a Trustap Protect transaction works from start to finish. Covers the payment step, item exchange, the complaint period, and seller payout — for physical, digital and service-related transactions.

In this article

1. Buyer sends payment 2. Trustap holds the payment securely 3. Seller sends or hands over the item 4. Buyer receives the item 5. Complaint period begins 6. Trustap releases funds to the seller 7. Step-by-step guides 

1

Buyer sends payment

The buyer sends the full purchase price and transaction fees through Trustap. No money reaches the seller at this stage — payment is secured before the item changes hands.

Learn more: What payment method can I use?

2

Trustap holds the payment securely

The funds are held securely in the Trustap Vault while the transaction is in progress. Neither party can access the money until the exchange is confirmed — protecting both the buyer and the seller throughout.

Learn more: Where are the funds held and what is the Trustap Vault?

Funds held securely until exchange is confirmed 

3

Seller sends or hands over the item

With payment secured, the seller can confidently hand over or dispatch the item. How this happens depends on the type of transaction:

In-person

The buyer and seller meet at an agreed location to exchange the item face to face.

Post or courier

The seller ships the item to the buyer. Both parties can track delivery progress within the Trustap app where supported.

Digital goods or services

No physical exchange is required. The seller delivers the goods or services digitally and either party can confirm delivery through the app.

 

 

 

 

 

 

Learn more: Shipping with Trustap.

4

Buyer receives the item

The buyer receives the item. Either party can confirm the delivery/handover within the Trustap app to initiate the complaint period. When tracked shipping was used, the delivery is confirmed automatically when the courier updates the tracking link with a successful delivery event. 

If there is an issue with the order fulfilment, the buyer can submit a pre-fulfilment dispute (an "Order Issue") within the Trustap app to start an investigation. 

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

Confirmation process may vary on third-party platforms 

5

Complaint period begins

Once delivery/handover is confirmed, the buyer has a set period to submit a post-fulfilment dispute (a " complaint"). If a complaint is filed, Trustap will review the case and investigate. If no complaint is raised, the transaction proceeds to completion automatically.

Learn more: When can I make a complaint and request a refund?

Default complaint window: 24 hours 

6

Trustap releases funds to the seller

If no complaint is raised within the complaint period, the funds are automatically released to the seller. The transaction is now complete.

Funds released automatically after complaint period 

For sellers — set up your bank account before your first payout

To receive your earnings, your Trustap account must include verified personal information and bank account details. Make sure this is in place before completing your first transaction.

Learn more: How do I add or update my seller profile and payout information on Trustap?

7. Step-by-step guides

For a full walkthrough of the transaction process from each side, see the guides below:

• Buyer guide: Everything you need to know when purchasing through Trustap.

• Seller guide: Everything you need to know when selling through Trustap.

 

Need help? Contact our Support Team