How do refunds work?

Refunds work like a normal transaction but in reverse. The buyer must return the item. Once the seller receives it and the 24-hour complaints period has elapsed, the buyer is refunded.

If a buyer wants a refund, they are required to return the item in question to the seller. This works like a normal transaction in reverse. The item is tracked back to the seller by Trustap. Once it has arrived, the 24 hour complaints period commences. If the seller has no complaints, the buyer will then be refunded.

In exceptional circumstances, a claim form will be made available and Trustap will refund the cost of the delivery to the buyer. It is important to note that the buyer and seller swap roles when a refund takes place.

REMEMBER: The former buyer (now the seller) must return the item via registered post or by courier so that an official tracking number is associated with the delivery. Failure to do this and input the tracking information (including the courier or delivery service used) within the time limit will result in the funds being paid out as normal. The former buyer (now the seller) in the transaction must resend the item in question and input the tracking information (including the courier or delivery service used) within 48 hours of lodging a complaint. To speed up the transaction, it is essential that this is done as soon as possible after lodging the complaint. Contact us at help@trustap.com to receive any advice as to what to do in your particular scenario.