Customer service
Frequently asked questions
How to make a refund:
- Go to the list of Your Sold items. In the menu "More actions" you will find "Refund".
- Choose whether to refund the entire amount or a partial amount.
- Choose how you want to pay for the refund, you can use your balance or one of our other payment options.
Q: Is it possible to get a refund and have the amount added to the next invoice or as a negative balance?
A: No, it is no longer possible to get a refund and have the amount added as a negative balance.
Why is Buyer Protection becoming mandatory?
Tradera is already Sweden's safest marketplace, but we're not stopping there. We want all our buyers and sellers to feel safe and get the help they need if something goes wrong. Buyer Protection is a crucial part of creating this security, and without it, our ability to assist is limited.
What does Buyer Protection mean for me as a buyer? For you as a buyer, it means that Tradera will help you get your money back if the item doesn't arrive or if it's not as described. You report the problem by clicking the "Problem with purchase" button under "Your purchases," where you can also suggest the desired action. Tradera will help mediate with the seller if you can't come to an agreement.
What does Buyer Protection mean for me as a seller? For you as a seller, it means that Tradera can assist when a buyer has reported a problem with a purchase. If you believe the report is unjustified, Tradera can help assess the case. If the buyer has valid reasons for the report, you can quickly and easily issue a refund through Tradera. This often avoids conflict when done through Tradera's system.
Fixed-price listings and auctions published before the change are not subject to the mandatory Buyer Protection. However, from January 7, 2025, all new listings will be included, and Buyer Protection will be clearly displayed directly in the listing.
The cost of buyer protection is calculated per order, not per item. In case of combined shipping from the same seller, the entire shipment is counted as one order, and the cost is based on the total order value – regardless of the number of items.
You can opt out of buyer protection when picking up your purchase, but we recommend keeping it in case any issues arise later.
Currently, we cannot offer buyer protection for certain categories.
Examples of categories where we cannot offer buyer protection:
- Real Estate
- Boats, Snowmobiles, ATVs, Agricultural Machinery, Trucks & Buses, RVs & Caravans, Mopeds & Parts, Motocross, Motorcycles & Parts, Vintage Cars before 1990, Cars,
- Tickets & Travel, Other Tickets, Gift Cards & Discount Codes, Experiences, Bus & Train Tickets, Starting Places, Sporting Events, Concerts, Hotels & Accommodations, Flight Tickets, Festivals, Cruises, Theater Tickets, Cinema Tickets.
Buyer protection is there to keep everyone safe. Even with a trusted seller, things can go wrong, like a package getting damaged or there being a mix-up. Buyer protection is like an extra safety net in case that happens.
While the Distance Contracts Act provides you with protection, Tradera's buyer protection offers additional security. In case of a dispute with the seller, for example if you cannot reach an agreement, Tradera will help you resolve the matter. You don't have to take it further to the General Complaints Board (ARN) or other authorities yourself. It is also part of a uniform policy that applies to all purchases with us, to create clarity and security.
Generally, bids are binding on Tradera. Read more about what you can do below.
Remove a bid
Bidding on Tradera is binding and it is not possible to remove a bid during an ongoing auction. If you are the winner in the auction and want to cancel the deal, you need to contact the seller for approval. Please note that the seller is under no obligation to agree to cancel the purchase.
If the seller approves that the deal is cancelled, the seller must report this by selecting "No sale" under the "More actions" menu in the Your Sold list.
Lower a maximum bid If you’ve placed a maximum bid and later regret the amount, you can lower the maximum bid. Here’s how:
- Go to the listing
- Click on "Edit maximum bid"
- Enter the amount you want to lower it to
Click confirm, and the maximum bid is now updated!
Have you not received the product, is it not as described or broken?
When you have buyer protection
If you have buyer protection, you can start a case by clicking "Problems with purchases" under "More actions" in the list Your purchases. Customer service cannot start the case for you, you need to do that yourself. You can open a case within 30 days after you have paid for the order.
When you don't have buyer protection
If the seller has not responded or shipped within 7 days, report it by clicking on "Problems with purchase" under "More actions" in the Your purchases list. You can also report the matter to the police. Unfortunately, Tradera's customer service is unable to help you without buyer protection.
The seller is the one who knows when the package will be sent, Tradera unfortunately does not have that information. You can ask the seller when the package will be sent by asking a question on the "Contact" button in the ad or on the Chat icon in the list of Your purchases. The seller has 7 days to ship the item. If the seller doesn't respond or ship within 7 days, you can report an issue with the purchase.
You can cancel/change the shipping as long as you have not submitted the package to the agent.
How to do it:
1. Go to the list of Your sold items
2. Click on "Cancel/Change shipping"
3. Choose whether you want to cancel or cancel and book new shipping
If you book new shipping, the old QR code/shipping label will be invalid, and you will receive a new confirmation email with the new shipping documents.
We hope you want to test our feature a bit more before turning it off, but if you prefer to write all the content of the ad yourself, you can turn off the feature in Seller Settings.
You are bound to sell the item on Tradera once you have received an offer.
Has the item been lost, broken or has the condition changed? Then you can make an addition to the ad where you describe what happened, you can also contact the highest bidder from the Active listings list.
What then happens when the auction ends? Tell the winner what went wrong and agree on a solution. For example, you can give a discount if the product is damaged. If there is no deal, you can cancel the sale to get the commission back or refund the buyer if they missed something went wrong and accidentally paid.
Giving a discount, refunding and canceling the sale can be done directly in the Your sold list under "More actions".
All payments are securely processed via Tradera. This means that when the buyer pays for the item, the amount will be added to Your wallet on Tradera. You can choose to withdraw manually when it suits you or set up automatic withdrawals.
Tip! Pay for the shipping with your balance to keep all transactions in one place.
Has the ad not received any bids?
1. Go to Active listings or directly to the ad
2. Click on "Edit"
3. Make your changes and click "Save"
Has the ad received bids?
Then you can click on "Edit" and then make an addition that will be visible in the ad description. You can also change the area/region you are selling to. You can expand to the EU or Worldwide.
Great that you want to sell on Tradera! Here you will find all the common questions that usually come up when getting started.
Yes, for increased security, both buyers and sellers must have registered accounts. Create Account
We recommend tracked shipping for more expensive items. When creating the listing, you can also see which options offer insurance. Read our shipping guide
Yes, selling within the EU is easy when using Tradera's shipping. For sales outside the EU, you need to arrange shipping outside Tradera; please note that customs fees may apply.
From the Active listings list, you can find the option "Contact highest bidder".
On the buyer's profile, you can see previous reviews. You can find contact details and the delivery address in the order information from Your sold items.
The first 100 ads per month are free to post; you only pay if the item is sold and for any additional options. After the first 100 ads, you may be charged an unsold item fee if the item is not sold. You can find our complete price list here.
The commission fee is automatically deducted from your balance on Tradera. The buyer's payment also goes into your balance. You can read more about payouts here.
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Get help by chatting with one of our agents, here you will get an answer much faster than over the phone.Search
You can find most of it yourself here in the FAQ. Try searching for eg "payment" or "balance" and you will find the right one.E-mail
You can only get help with fee credits via e-mail. The response time is approx. 72 hours.
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