When to involve Tradeit

As a vendor on Tradeit, you have access to a secure platform designed to help you succeed. However, there are times when issues arise that require Tradeit’s direct involvement. This guide outlines clear situations when you should escalate problems to Tradeit, what information to provide, and how to get the fastest resolution.

🚩 When Should You Involve Tradeit?

1. Disputes With Buyers You Cannot Resolve

If a buyer:

• Demands a refund after claiming a fake issue
• Returns an item in worse condition or a different product
• Refuses to accept a legitimate delivery
• Threatens negative reviews or legal action over resolved issues

What to Do:

• Go to your Vendor Dashboard → Orders
• Click the affected order
• Click “Report Issue” in the order detail
• Attach proof (e.g. delivery receipt, chat log, photos)

Example: A buyer claims a face cream was expired, but you have batch numbers and photos proving otherwise. Attach your evidence and request Tradeit to mediate.

2. Fake Payment Claims or Fraud Attempts

If a buyer:

• Sends fake screenshots of payments
• Insists they paid but no funds reflect
• Demands goods before you verify payment

What to Do:

• Screenshot the claim and your account balance
• Report via Support → Contact Tradeit
• Select “Payment Fraud Attempt” as the reason

📌 Note: If the buyer used Tradeit’s online checkout, check the order’s payment status before escalating. Only involve Tradeit if it says “Pending” or “Failed” and the buyer insists otherwise.

3. Repeated Abusive or Threatening Behavior

If a buyer:

• Uses insults, vulgar language, or threats
• Harasses you via chat or phone (if number was shared)
• Attempts to blackmail you with bad reviews

What to Do:

• Take screenshots of the abusive messages
• Block the user (from your Vendor Dashboard → Messages)
• Submit a report via Support → Report Buyer Abuse

4. Delivery Conflicts

If:

• The buyer claims non-delivery but your courier has signed proof
• Delivery was delayed due to courier issues but the buyer demands a refund
• The buyer provided an incorrect or fake delivery address

What to Do:

• Provide all delivery tracking info and proof
• Let Tradeit’s support team mediate via the Order Dispute option

📦 Tip: Always use a delivery method that includes proof of delivery (especially for orders over USD 20).

5. Platform Glitches or Technical Issues

Examples include:

• Orders not showing up in your dashboard
• Payment confirmation delays
• Your product pages not updating after edits
• Error messages when using modules like Advertising, Subscriptions, or Auctions

What to Do:

• Go to Vendor Dashboard → Help Center
• Select “Technical Problem” as your issue type
• Include screenshots, browser name (e.g., Chrome), and device info

✅ What to Include in Your Request to Tradeit

To help Tradeit resolve your issue quickly and accurately, always include:

1. Order Number
2. Screenshots of Issue (chat, payment, delivery, etc.)
3. Summary of the Problem (what happened, what you tried, outcome)
4. Buyer Username (if available)

🧾 Example Scenarios

📍 Local Case Study #1:

Tariro from Mutare sold a set of custom curtains. The buyer falsely claimed they didn’t receive them. Tariro submitted a signed Swift delivery note with a timestamp and Tradeit resolved the dispute in her favor.

📍 Local Case Study #2:

Blessing from Bulawayo reported a buyer who asked to pay via WhatsApp EcoCash, sent a fake screenshot, and demanded next-day delivery. He reported the case with the fake proof. Tradeit blocked the buyer account and protected Blessing’s store reputation.

📬 How to Contact Tradeit Support

There are 3 main ways to escalate issues:

1. Order Dispute Button (for specific orders)
2. Support Ticket System
   Vendor Dashboard → Help Center → Submit a Ticket
3. Live Chat (when available, Mon–Fri 9AM–5PM)

For urgent matters, send a message via Tradeit’s official WhatsApp line (available on the Help Center page).

🔐 Final Notes

Tradeit is committed to providing a safe, fair, and professional environment for all vendors and buyers. Do your best to resolve minor issues directly, but never hesitate to involve Tradeit when:

You suspect fraud or platform errors

Your money, reputation, or business is at risk

You’ve followed all steps and the issue persists