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How to file a complaint against a buyer or seller
While Tradeit is committed to building a safe and transparent online marketplace, disputes may occasionally arise — whether due to a dishonest buyer, an unprofessional seller, or a case of platform abuse. When this happens, Tradeit gives you clear and secure tools to file a formal complaint and ensure the issue is handled fairly and promptly.
This guide will help you understand:
- 🛠 When to file a complaint
- 🧾 What evidence to gather
- 📨 How to submit a complaint step by step
- 🧑⚖️ What happens after your complaint is received
- 🇿🇼 Real-life examples based on local Zimbabwean cases
📌 1. When Should You File a Complaint?
You should consider filing a formal complaint through Tradeit if any of the following happen:
Complaints Against a Buyer:
- They request to pay outside the Tradeit platform (EcoCash, ZIPIT, USD cash on the side)
- They threaten to leave a bad review unless you give a discount or free item
- They file a false return claim or chargeback after receiving an item
- They are abusive or threatening in Tradeit messages or calls
Complaints Against a Seller:
- The item you ordered was not delivered as described
- You received a counterfeit, fake, expired, or unsafe product
- The seller refused to honour a refund or return request
- They asked for off-platform payments or redirected you to WhatsApp
- The seller threatened, harassed, or scammed you
Important: Even if you’re not directly affected (e.g., you see a fraudulent listing), you can still report it as a platform violation.
📷 2. Gather Evidence Before Filing
To help Tradeit resolve the issue quickly, always include:
| Type of Evidence | Example |
|---|---|
| 💬 Chat logs | Screenshots of conversations (Tradeit chat or external if relevant) |
| 📦 Delivery proof | Courier tracking slips, proof of damaged or incorrect items |
| 💰 Payment records | Order invoices, EcoCash confirmation, Tradeit order ID |
| 🖼 Photos | Pictures of the product received (or not received), packaging, or damage |
| 🗓 Timeline | Date of order, complaint, and any communication gaps |
Tip: Make sure your screenshots are clear and readable. Include the buyer/seller name and any Tradeit Order IDs.
📝 3. How to File a Complaint — Step-by-Step
🧭 Option 1: Through Your Tradeit Dashboard
- Login to your Vendor or Buyer dashboard
- Go to Orders and click on the specific order you want to complain about
- Scroll to the “Need Help?” section and click “Report a Problem”
- Choose the type of issue:
- “Buyer Scammed Me”
- “Received Wrong/Unsafe Product”
- “Unreasonable Behaviour”
- “Asked for Off-Platform Payment”
- Fill out the complaint form:
- Include order number, summary of issue, evidence uploads (images/screenshots)
- Click Submit
A confirmation message will appear, and you’ll also receive a reference number via email.
📧 Option 2: Via Email (For Non-Order Related Complaints)
If the issue isn’t tied to a specific order (e.g., a seller impersonated you), you can email:
📩 [email protected]
Subject:Complaint – [Vendor or Buyer Username]
Include:
- Your full name and username
- A detailed explanation of the issue
- Screenshots or any proof
- Dates of communication or attempted resolution
📲 Option 3: WhatsApp Support (Emergency Only)
Use this only for urgent or abusive cases such as harassment, fraud, or threats.
- Send a message to Tradeit’s official WhatsApp Support Line (found on your dashboard)
- Start your message with:
"URGENT – Buyer/Seller Issue: [Your Username]" - Attach proof and explain the situation
Note: WhatsApp is monitored during business hours (Mon–Sat, 8 AM–6 PM)
⏳ 4. What Happens After You File a Complaint?
| Step | What Happens |
|---|---|
| ✅ Complaint Received | You get an automated response with a case reference number |
| 🔍 Case Reviewed | A Tradeit compliance officer reviews your complaint and evidence (within 1–5 business days) |
| 🤝 Resolution Proposed | Tradeit may contact the other party and propose a fair resolution |
| ⚖️ Further Action | If the issue involves fraud or a violation of policies, Tradeit may warn, suspend, or ban the offender |
You’ll be kept informed of the process via email and dashboard notifications.
⚠️ 5. Examples of When to File a Complaint
| Situation | Complaint Type |
|---|---|
| A buyer in Mutare orders then refuses to accept delivery, demanding a full refund + shipping | Buyer misconduct |
| A seller lists “Original perfumes” but sends expired testers | Fake or unsafe goods |
| A buyer sends EcoCash for a product, then tries to reverse the payment | Fraudulent chargeback |
| A seller asks for a side deal off Tradeit to “avoid platform fees” | Platform abuse |
| You discover someone using your business name and logo to scam people | Impersonation complaint |
🔐 6. Confidentiality and Protection
All complaints are confidential. The person you complain about won’t see your name or contact details unless required by law enforcement. Tradeit does not tolerate retaliation — any form of harassment or threats after a complaint is taken very seriously and will result in immediate account suspension or banning.
✅ Summary: Quick Checklist Before Submitting a Complaint
- ✅ Gather all your evidence
- ✅ Make sure the issue violates Tradeit policies (not just a personal disagreement)
- ✅ File the complaint through the correct channel
- ✅ Be clear, calm, and factual in your description
- ✅ Wait for Tradeit to complete the review process
🛡 Need Help Filing?
If you’re unsure how to classify your issue, or need help filling out the complaint form:
- 📞 Call or WhatsApp official Tradeit support (number in your Vendor Dashboard)
- 🧑💻 Live chat support available during working hours
- 📩 Email:
[email protected]
Tradeit’s goal is fair, fast, and respectful conflict resolution — whether the issue is small or serious, we’re here to help.