Frequently Asked Questions about Tradera’s Seller Protection
What is Tradera’s Seller Protection? Tradera’s seller protection guarantees the seller receives payment for a sale. By following the conditions of the seller protection, the seller can retain the payment even if the buyer claims the item was not received or does not match the description.
What happens if the buyer claims the item has not arrived or is not as described? Tradera carefully reviews the case before making a decision. If the seller has shipped the item with a trackable and insured shipping method, the payment is guaranteed. Tradera may still issue a full or partial refund to the buyer without affecting the seller. If the delivery does not meet the conditions, we will contact the seller to investigate further. In some cases, the seller may be required to issue a refund, such as if the package was never sent or if a return is processed. Please note that in such cases, Tradera covers the return shipping cost.
To be covered for an undelivered item, the seller must use a trackable shipping method and send the item to the address specified by the buyer on Tradera. If the item is sent with postage stamps and its value exceeds 200 SEK, seller protection does not apply. Therefore, we recommend using Tradera’s trackable shipping options for items over this value.
To be covered for an incorrectly described item, all defects must be stated in the listing and clearly visible in the images. The item must also be packaged according to the shipping provider’s recommendations.
Lost item If a package is lost in transit, Tradera refunds the buyer. The seller is then informed to contact the shipping provider to request compensation. If the shipping provider compensates the seller, that amount is used to pay Tradera’s invoice.
Damaged item If an item is damaged during transit, the packaging is reviewed to ensure it meets the shipping provider’s guidelines. If the packaging does not meet the requirements, the seller may be required to issue a refund.
Tradera then determines whether the item is still usable or should be discarded. If the item is deemed usable, the buyer may be offered a partial refund. In some cases, the seller may be contacted for a possible return, with Tradera covering the return cost.
Refunds and commission fee credits are processed once the package has been collected. An invoice is then sent to the seller. If the shipping provider compensates the seller for the damaged item, that compensation is used to cover Tradera’s invoice. If compensation is denied If the shipping provider denies compensation, the seller can contact Tradera’s security team to apply for reimbursement. Tradera may compensate the seller, provided the item was packed according to the guidelines and no other conditions were violated.
If shipping is booked through Tradera, the package is automatically sent to the specified address. If the seller mistakenly ships the item to a different address, they must contact the buyer. If the item is not collected, it will be returned to the seller, and it is then up to the buyer and seller to agree on whether to cancel the transaction or resend the item.