Help:
Raising a dispute
Unfortunately disputes arise between members from time to time. In a nutshell, we aim to help the members involved reach an outcome that is suitable to both parties. For full details, see our Dispute Policy
Before you raise a dispute…
Please have a go at communicating and working with directly with the other member.
Based on our experience, most members are more than willing to try and resolve any issues to maintain their good trading reputations. Dealing directly with the other person may save you time as well as frustration!
Read and follow our suggestions for:
When to raise a dispute
Members must have tried to contact and negotiate with each other before raising a formal dispute.
Sellers have up to 30 days from the transaction date to raise a dispute. You can raise a dispute if the buyer hasn’t contacted you or paid within 5 days of the transaction date (ie the date the buyer either won the Auction, agreed to Buy Now or accepted a 2nd Offer).
Buyers have up to 30 days from the date of payment to raise a dispute. You can raise a dispute if:
- the seller hasn’t contacted you within 5 days
- you haven’t received the item and it’s been 10 days since you paid for it
- the item you received clearly does not match the description in the ad (eg the item is damaged, a different product, fake etc).
How to raise a dispute
Fill in the support form and include:
- a clear description of what the dispute is about
- the Item Number
- the other member’s username
- details of any payments made
- any correspondence between you and the other member, or photos of the item in dispute.
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Our Trading Post Online team will:
- contact you if we need more information and to tell you what your options are
- contact the other member to let them know that a dispute has been raised and ask them to contact you to resolve the issue.
Trading Post® may take appropriate action against a member who does not attempt to negotiate an outcome (eg. issue a warning, withdraw privileges or suspend their account). See our Dispute Policy for further details.
Not satisfied with the dispute outcome?
Members who are not satisfied with the outcome of a dispute may:
- send feedback they consider appropriate in light of the other member’s actions
- consider contacting the Office of Fair Trading (OFT) in their state or a dispute resolution service to help them negotiate a resolution.
Office of Fair Trading
Disputes involving PayPal purchases
If you purchased an item via PayPal but have not received it you may be eligible to request assistance from PayPal
