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.
When placing a bid on Tradera, you commit to paying for the item if you win the auction. Therefore, bids cannot be removed. You may ask the seller if they agree to cancel the purchase, but they are not obligated to accept.
If the seller chooses to cancel the purchase, they can do so under “No Sale” in the “More Actions” menu in 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!
The following applies to those publishing via the Tradera app or Tradera.com, not ProLister or Sello.
Shipping Providers Become a Setting
You can choose which shipping providers you want to offer to your buyers. You can find these settings in the shipping selector when creating a listing and in your Seller Settings. We recommend offering as many providers as possible. This increases the chances of a sale, as more buyers can find options that suit them.
How It Works When You Create a Listing
1. Choose the weight of the item
2. Choose the size (Small, Medium, or Large)
3. The size automatically determines which of your selected providers are suitable, so you don’t need to worry about that.
How the Sizes Work
- When you select Small, all your chosen providers will be displayed.
- When you select Large, PostNord will automatically be hidden, as their dimensions are too small.
If You Only Offer One Shipping Provider
If you only want to offer one provider, we recommend DB Schenker or DHL, as they can handle all package sizes.
If You Offer All Providers
These shipping options will automatically be offered for the different sizes:
- Small – PostNord Mailbox, PostNord Agent, DB Schenker, DHL
- Medium – PostNord Agent, DB Schenker, DHL
- Large – DB Schenker, DHL
Turn on vacation mode to show that you have a longer delivery time for a period. When vacation mode is enabled, a sign appears on all your listings indicating that delivery may be delayed. You can choose to either show the date you'll ship or simply that there will be a delay. You can turn off vacation mode at any time.
How long can I have vacation mode?
You can have vacation mode on for up to 30 days at a time. You decide if you want it for a shorter period. If you don't set an end time, it will default to the maximum time for now.
What happens to my listings when I activate vacation mode?
Your listings can still be purchased as usual, but all your active listings will be clearly marked so buyers can see that delivery will take longer or will be shipped after a certain date.
How do I activate vacation mode?
You turn on vacation mode in your seller settings, and you can change or deactivate it at any time. To end vacation mode, simply switch the button off completely.
More questions
If you prefer to remove your listings from Tradera completely for a period, here’s how:
On Tradera
- Go to Active listings
- Use the Select multiple function in the top right corner.
- Check the box if you want to select all.
- Click the Cancel listing button to take down the selected listings
You can easily repost the listings from the "Unsold" list
In Prolister
- Go to Sales overview
- View your Active listings
- Click the checkbox at the top left to select all
- Click the Cancel listing button
- If you only want to cancel individual listings, use the three-dot menu
You can easily repost the listings from the "Unsold" list
In Sello
Read more in the help article at Sello.
When you get your first offer, you can click the "Unavailable" button. That way, you won’t receive any more purchase requests on that listing.
Offers automatically expire after 24 hours, so you don’t have to respond to them. Buyers are used to not always getting a reply to their offers.
Have you not received the product, is it not as described or broken?
With 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.
Without buyer protection (local pick up)
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. 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.
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".
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 500 ads per month are free to post; you only pay if the item is sold and for any additional options. After the first 500 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.
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.
Vi vet att det skett mycket förändringar på Tradera de senaste åren och det är inte alltid lätt att hänga med på allt nytt. Därför har vi gjort en enkel och rolig guide du kan ladda ner. Den innehåller steg för steg guider för att köpa och sälja. Du hittar också några roliga anekdoter från medlemmar. Och sist men inte minst, recept på Traderas gula smarriga citronkaka. Tack för att du finns på Tradera!
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