Escalating disputes to Tradeit

While most issues with buyers can be resolved privately through good communication and fair remedies, there are situations where a vendor may need to escalate the dispute to Tradeit for admin intervention.

This guide explains when escalation is appropriate, what evidence to prepare, and how to submit a formal dispute escalation using your Tradeit vendor dashboard.

🚩 When Should You Escalate to Tradeit?

Tradeit is here to help when normal dispute resolution fails. Escalation is appropriate when:

✅ The buyer:

• Refuses to return an item but demands a full refund
• Falsely claims an item was not delivered (despite valid proof)
• Is abusive, threatening, or harassing
• Files a complaint with Tradeit before contacting you
• Opens a payment dispute with their card or bank without engaging you first

✅ You, the vendor:

• Are unsure how to proceed and need admin guidance
• Have exhausted all fair remedies and communication
• Require mediation over a policy disagreement (e.g. return eligibility)

🛑 Do not escalate minor complaints like “item arrived 1 day late” or “box was dusty” unless the buyer becomes unreasonable or dishonest.

🧾 What You’ll Need Before Escalating

Prepare the following information to help Tradeit resolve the issue fairly and quickly:

📋 Required Evidence:

• Screenshots of all communication with the buyer (WhatsApp, chat, email)
• Order details: Order ID, product, courier name, tracking reference
• Photos: Item at dispatch, buyer’s complaint photo (if any)
• Receipts: Proof of delivery, refund sent, etc.
• Notes from the “Order Notes” section in your dashboard

🧠 Keep all interactions polite and professional. Tradeit reviews your tone and conduct when resolving disputes.

🧭 How to Escalate a Dispute to Tradeit

Follow these steps in your Tradeit vendor dashboard:

🔹 Step 1: Go to Orders

• Log into your Tradeit Vendor Dashboard
• Navigate to Orders
• Find the affected order

🔹 Step 2: Open the Order Details

• Click “View” to open the order

🔹 Step 3: Add a Note for Tradeit Support

• Scroll to the Order Notes section
• Select “Note to Admin” from the dropdown
• Write a detailed, respectful message that includes:
  • What happened
  • What steps you took to fix it
  • What the buyer is now demanding
  • What you are requesting Tradeit to do (e.g., deny refund, approve refund, blacklist buyer)

✍️ Example Note to Admin:

“Hello Admin, the buyer claims she did not receive the parcel, but Swift Courier shows it was signed for on 3 May. I also attached the signed delivery slip. I offered a partial refund, but she is threatening me. Kindly review and advise. Order #45632.”

🔹 Step 4: Attach Supporting Files (If Available)

If the platform allows file uploads, attach:

• Proof of delivery
• Screenshots of buyer messages
• Photos

If file upload isn’t available, mention you can submit them via email if requested.

🕒 What Happens Next?

Tradeit Support will:

1. Review your evidence and the buyer’s complaint
2. Contact both parties for clarification (if needed)
3. Decide on a fair resolution within 1–3 business days
4. Communicate the outcome to both you and the buyer

📌 All parties are expected to accept Tradeit’s decision unless new information emerges.

🙌 How to Prevent Future Escalations

• Always respond to buyers within 24 hours
• Use tracked shipping when possible
• Take photos of fragile or high-value orders before dispatch
• Keep polite, professional language in all chats
• Have a clear return and refund policy in every listing

✅ Summary: Quick Checklist Before Escalating

Need Help?

If you can’t access your dashboard or want help preparing your evidence, email:
📧 [email protected]
Include your Vendor ID and Order ID in the subject line.