Pre-empting buyer disputes

On Tradeit, disputes usually arise from unclear expectations, poor communication, or logistics issues. Fortunately, most problems are easy to avoid if you set things up correctly from the beginning.

This guide will show you how to pre-empt disputes before they start, keeping your customers happy and your store running smoothly—even in a complex delivery environment like Zimbabwe.

🛒 1. Be Crystal-Clear in Your Product Listings

Disputes often happen when a buyer receives something that doesn’t match what they imagined. Write listings with clarity and transparency:

Include:

• Exact product dimensions (e.g. size 8 shoes = 26cm sole)
• Clear colour (e.g. “navy blue” not just “blue”)
• Materials used (e.g. “100% cotton”, “PU leather”)
• Local compatibility (e.g. “fits ZESA 3-pin plugs”)

📝 If you sell electronics, specify voltage, plug type, and warranty.

🖼 2. Use Real and Relevant Photos

Zimbabwean buyers prefer real photos, especially when buying from new or unknown sellers.

What to show:

• Front, side, and back views
• Close-up of labels or product details
• Size comparison (e.g. holding in hand)
• Packaging (especially for fragile or gift items)

📱 Tip: Use a phone with a good camera in natural daylight. No blurry photos.

🚚 3. Manage Delivery Expectations

Set realistic delivery timeframes based on your location and the courier used.

For example:

• Harare to Harare: 1–2 working days
• Harare to Masvingo: 2–4 working days
• Harare to rural areas: 4–7 working days

Always mention delays during weekends, holidays, or fuel shortages.

📦 Use tracked delivery when possible, especially for high-value items.

📞 4. Confirm Orders with Cash on Delivery (COD)

COD buyers may not always be serious. Before dispatch:

• Confirm via SMS, WhatsApp, or call
• Verify delivery address and availability
• Politely remind them of delivery fees (if any)

📌 If they stop responding, it’s safer to pause the shipment.

📋 5. Add a Return and Refund Policy

Set your policy under:
Dashboard → Settings → Store Policies

State:

• Return time window (e.g. “within 3 days”)
• Condition (e.g. “unused and in original packaging”)
• Who pays for return courier

Link to your policy in each listing.

🛡️ Buyers feel safer buying from vendors with clear return policies.

📩 6. Communicate Clearly and Promptly

Buyers often raise disputes when they feel ignored or unsure.

Respond to queries within 12–24 hours—even just to say “Noted, I’ll check and update you.”

Proactive Communication Examples:

• “Your order has shipped via Swift. Tracking ref: 778998.”
• “Running late today. Will deliver by 3pm tomorrow.”
• “This colour is out of stock—can I offer green instead?”

🧠 Record key messages in the Tradeit message system for proof and accountability.

🛍 7. Avoid Overpromising

Don’t advertise:

• Fake discounts
• “Limited stock” if you have plenty
• “Guaranteed next-day delivery” if you rely on third-party couriers

Keep promises you can control. Underpromise and overdeliver.

📦 8. Double-Check Orders Before Dispatch

Before packaging:

• Confirm you’ve included the correct size, colour, and quantity
• Test electronics (if applicable)
• Seal items securely with padding for fragile goods

🧰 Always attach a small note or receipt with your store name and contact—this adds trust.

🧠 9. Learn from Past Mistakes

If you’ve had previous disputes:

• Review what caused them
• Update your product listings, delivery methods, or communication style
• Keep a dispute log for future reference

✅ Final Thought: Prevention = Profits

Disputes slow you down, eat into your profits, and hurt your store’s ratings. But with clear listings, honest delivery timelines, and strong communication, you can avoid 90% of issues before they ever occur.

Remember: a happy buyer is a repeat buyer.