confidence and to be successful.
Most trades on the site go off without a hitch, but sometimes things don’t go quite as expected. When that
happens, you can be confident that as a seller on Trade Me, we’ve got your back.
Our dedicated Trust & Safety team work behind the scenes all day, every day. Their focus is on keeping
Trade Me a safe place to buy and sell, so that you can focus on making sales.
Here are some of the ways we help make that happen:
We favour great customer service
When investigating disputes between traders, we take the bigger picture into account.
Sellers who have a history of great customer service, and act in a way that’s in line with our code of conduct and other policies, will find themselves in a better position when disputes arise.
We have a dedicated Disputes Resolution team
Their goal is to resolve disputes between sellers and buyers as quickly and as painlessly as possible.
When a seller is unable to resolve a dispute with a buyer, the team will work with both parties to try and help them reach a resolution. This may include applying our Buyer Protection policy where appropriate.
Our Payments team are fraud interception specialists
We know that selling online safely and securely is a key part of your success.
Our Trust & Safety team have you covered by monitoring card transactions 24/7, and being alerted to any suspicious payment activity. They aim to do this with minimal disruption to your business, but work really hard to ensure there are no issues behind the scenes that could affect your sales.
We help protect you from scammers
If your account is phished, the site security experts in our Trust & Safety team are able to guide you through getting your account back up and running.
If a fraudulent credit card transaction occurs because we’ve missed a trick, as the seller you’re protected, and won’t be left out of pocket.
Buyer Protection is good for you too
Our Buyer Protection policy is great for buyers, and it can also help sellers in the dispute resolution process.
To make a claim under Buyer Protection, the buyer needs to have contacted the seller to try and resolve the issue first. This means sellers always have the first opportunity to resolve genuine issues that may arise.
Worried about buyers who say the item never turned up? If you’ve got the track and trace details and proof of delivery, we’ve got your back.
We review feedback
Annoyed about some unfair feedback you’ve received? Our Disputes team can review negative feedback you think is undeserved if it was placed in the last 30 days.
Just file a feedback dispute report and they’ll look into it for you.
Buyers need to chin the bar
We expect all our members to operate in an honest and fair way. Buyers who don’t communicate, don’t pay for items, or generally make life difficult for sellers won’t last very long on Trade Me.
We're here to help
If you need a hand with anything to do with your Trade Me account our NZ-based support teams are available between 7am to 10pm, 7 days a week. Please get in touch.