As a professional seller, you have legal obligations under the Fair Trading Act (FTA) and Consumer Guarantees Act (CGA). So that buyers know they are protected under the FTA and CGA when purchasing from you, you must mark yourself as ‘in trade.’
We’ve made it easy for you to disclose on Trade Me that you’re selling in trade by creating a label which appears next to your username in the ‘About the seller’ section on your listings.
You can change your status from your My Trade Me page:
For more information on in trade disclosure have a read of our help page.
Consumer Guarantees Act
Being a professional or in trade seller means that buyers are protected under the CGA when it comes to the products that you sell.
You cannot contract out of your obligations under the CGA and it can trump any of your own policies if they offer less protection to the buyer, so it’s best to ensure your own policies line up with the CGA to avoid any issues.
The main things for an online seller to be aware of are that products need to arrive safe and sound with the buyer, be fit for purpose, and match your description. For more information about your obligations under the CGA you should familiarise yourself with consumer rights. We also have a handy guide on site.
If things go wrong, you should always look to do your best by your buyer. This is something we encourage of all sellers on Trade Me, but as a professional seller you also have the Consumer Guarantees Act to abide by too.
For any issues where the goods have been lost in the post or damaged by the carrier, the buyer should receive a replacement or a refund. As the seller, you can make a claim with the carrier in these situations for compensation, and this process shouldn’t hinder a resolution for the buyer.
Sellers should also resolve issues where the item is ‘not as described.’ This could be where the wrong item is sent to the buyer, the item is faulty or not fit for purpose, or it does not match the description on the listing. Depending on the situation, any issues should be resolved with a replacement, refund, or repair.
Providing great customer service is really important, especially if things go south. Customers are much more likely to talk about a bad experience than a good one, so it’s important to do your best to make sure everyone walks away happy.
In any situation, aim to be professional, friendly, and polite. Always keep some top customer service tips in the back of your mind, and learn some handy tricks to try and prevent complaints in the first place.
Having a great returns policy that makes things easy for the buyer is great customer service. Have a read of our blog post for ideas on setting up your returns policy, and remember to line it up with the CGA.