How do I start a case for a problem with a purchase?
It is only possible to start a case if you have buyer protection.
You can start a case within 30 days of the payment being made. When the deal has not gone as planned and you cannot find a solution together with the seller, we can help you move forward with the matter. On this page you will find information on how to open a case in the event of problems with a purchase.
Are there any differences in buyer protection depending on the payment method?
If the payment was made with Klarna, the case will need to be raised through them. If the payment was made with Swish, Trustly, card, Google Pay or Apple Pay, you can start a case directly through your Tradera account.
Here is how you do it:
Find the item under "Your purchases".
Click on "More actions" and select "Report a problem with the purchase".
Fill in what the problem is and what resolution you are looking for.
You and the seller now get a chance to resolve it yourselves first.
If it is not resolved, escalate the case to Tradera within 10 days via the case page.
We then review your documentation and make a decision on the case. The review can take up to 14 days.
Frequently asked questions & answers
To start a case you need to log in to Klarna via their app or website.
During the case, Tradera communicates with both Klarna and the seller to find out what happened. This means that the processing time may be somewhat longer.
The item must be dropped off at a service point no later than 5 days after you have received the shipping label, otherwise the decision may be revoked. Please note that the item does not need to have arrived at the recipient within 5 days, but it must have been dropped off at the service point.
The item must always be sent with tracking. Only use the shipping label you received from Tradera to return the item.
The right of withdrawal only applies if you are buying from a company. The majority of all transactions on Tradera take place between private individuals.
Buyer protection helps you if the deal goes wrong. In the event of a refund, the cost of the buyer protection remains as you have used the service.
You can send the documentation to case@tradera.com. This email address is only for those who have an ongoing case.
It usually takes between 10–14 days to investigate a case, as time is needed to submit documentation and for it to be reviewed.
You will receive continuous updates via Tradera messages.