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Resolving payment issues related to orders
As a vendor on Tradeit, receiving payment for fulfilled orders is a critical part of your business. While Tradeit has systems in place to ensure secure and timely payouts, you might occasionally face issues such as delayed payments, wrong payment amounts, or unconfirmed disbursements.
This guide provides clear steps to help you understand, track, and resolve payment-related problems quickly and efficiently.
🧾 How Tradeit Payments Work: A Quick Overview
Before diving into payment issues, let’s review how the Tradeit payment system functions:
| Stage | Description |
|---|---|
| 1. Buyer places and pays for order | Payment is received by Tradeit via EcoCash, ZIPIT, USD cash, or online transfer. |
| 2. Vendor processes and ships order | You mark the order as “Shipped” and Tradeit tracks delivery. |
| 3. Delivery is confirmed | Buyer confirms delivery or Tradeit verifies it through the courier. |
| 4. Payment is released | After a 3–5 business day holding period, payment is made to the vendor’s account. |
⏱️ Typical Payment Cycle:
3–7 business days after the order is marked as completed.
🛑 Common Payment Issues Vendors May Face
Here are typical issues vendors report:
| Issue Type | Example |
|---|---|
| 💸 Delayed payout | It’s been more than 7 business days and you haven’t received your funds. |
| 🧾 Wrong payment amount | You were paid less than expected (e.g., shipping fees not included, wrong currency). |
| 🏦 Missing payment | You received no payment at all despite completed delivery. |
| 🧍 Buyer reversed/cancelled | Order was cancelled or refunded, but you already shipped the product. |
| 💳 Offline payment confusion | Buyer claims to have paid directly, but it doesn’t reflect in Tradeit. |
✅ What to Do When Facing a Payment Issue
1. Double-Check Your Dashboard
Go to Vendor Dashboard > Orders > Completed and locate the order.
✔️ Confirm:
- Order status is “Completed”
- Payment status is “Paid”
- Payout method is correct (EcoCash number, bank details, etc.)
If the order is not marked as “Completed,” payment will not be processed yet.
2. Verify Payment Timeline
Has it been at least 3–5 business days since the order was completed?
- Payments are not instant — Tradeit uses a short escrow window to ensure buyers have received the product and reduce fraud.
- Public holidays, weekends, and bank processing times (especially for ZIPIT) can delay payment.
✅ If you’re still within the waiting period, monitor the payment dashboard and give it time.
3. Check Your Payment Method
Go to Dashboard > Settings > Payment Settings and confirm that your payout method is:
- Correct (EcoCash number, ZIPIT bank account, etc.)
- Active and receiving funds
🚫 Wrong details? Update them and inform support immediately. If your payment bounced due to incorrect details, Tradeit will need to re-initiate the transaction manually.
4. Gather Key Order Information
Before contacting support, prepare this:
- Order Number
- Order Total
- Date of Delivery Confirmation
- Your Registered Payout Method
- Screenshots from your Tradeit dashboard (if needed)
This will speed up resolution.
5. Contact Tradeit Support
Once you’ve verified that the order is complete and payment is delayed beyond the expected time, reach out to Tradeit:
📧 Email: [email protected]
💬 Live Chat: https://tradeit.co.zw
📞 WhatsApp Support: Available via the Tradeit site
Use this template for fast support:
Hello Tradeit Support,
I am [Your Vendor Name], and I have not received payment for Order #[Order Number] completed on [Date]. The payout method is [EcoCash/Bank], and I expected to receive [Amount]. Please advise if there are any issues.
Regards,
[Your Name]
[Your Store Name]
6. Wait for Tradeit to Investigate
Tradeit will:
- Check delivery confirmation records
- Verify that payment was initiated
- Reprocess payments if necessary
You will be notified of:
- Payment confirmation or re-issue
- Any problems with your account details
- Resolution timeline (typically within 1–3 business days after verification)
🚫 What Not To Do
- ❌ Do not threaten or pressure buyers for payment — all payments are handled by Tradeit, not the customer directly.
- ❌ Do not share your personal EcoCash number with buyers.
- ❌ Never ship products before confirming payment status in your dashboard.
- ❌ Do not rely solely on SMS or email notifications — always check the dashboard.
💡 Local Example: ZIPIT Payment Delay
Scenario: A vendor in Bulawayo ships an order on Monday and marks it as “Shipped.” Buyer receives the goods on Tuesday and confirms delivery. Tradeit initiates a ZIPIT payment on Friday, but due to weekend and interbank clearance, funds reflect on Wednesday the following week.
✅ This is normal, especially with ZIPIT or USD transactions. Always factor in a few days for banking.
🧠 Vendor Best Practices
| Tip | Benefit |
|---|---|
| Check your dashboard regularly | Stay on top of order and payment statuses |
| Use EcoCash for fastest payouts | EcoCash is typically processed faster than ZIPIT |
| Keep payout details updated | Avoid failed transfers |
| Communicate professionally | Builds trust with buyers and Tradeit |
| Stay informed of holidays | Plan for delays around public holidays and weekends |
🧾 Track Your Payouts
Use Vendor Dashboard > Payments to:
- See all pending and completed payouts
- Download payment statements
- Match payments with order numbers
💬 Still Have Issues?
If your issue hasn’t been resolved within 3 working days after reporting, escalate it with:
📧 Subject line: “Urgent: Unresolved Payment – Order #[12345]”
📞 Use WhatsApp Chat or request a callback via the website
✅ Summary
If you’re facing payment problems on Tradeit, here’s what to do:
- Check dashboard order status — must be “Completed”
- Wait 3–5 business days for processing
- Verify your payment details
- Report delays with full order info
- Follow up politely if needed
Tradeit is committed to making sure vendors are paid correctly and on time.