How does a dispute work

From the buyers perspective

 

If the deal didn't go as planed and you can't solve the issue with the seller we can help mediate the issue in the form of a dispute. On this page you will find the information needed to understand how a dispute works as well as a FAQ section.

It's only possible to start a dispute if you have buyer protection.

Traderas buyer protection

Dispute: Step by step
  1. Find the listing on the "Your purchases" page 
  2. Click on more and choose "Report missing item"
  3. Enter a short description of what went wrong, if you haven't received the item or if the item was not as described
  4. Communicate with the seller in a last attempt to find a common solution before starting a dispute
  5. If you can't find common ground, escalate the dispute to Tradera
  6. We will check your comments and attachements and might reach out to you for additional information, pictures or similar information
  7. Once we have all the information required we will reach a decision
Why contacting the seller is always the first step

In most cases contacting the seller and reaching a solution together is both quicker and a better experience for both parties.

Tips for a quick resolution

  • Be calm and constructive in the communication

  • Describe the issue and suggest a solution

  • Attach a picture of the issue when possible

If you don't manage to find a solution with the seller you can escalate the dispute to Tradera. We will then contact both parties before reaching a decision.

Klarnas buyer protection

Items paid for with Klarna will have Klarnas buyer protection. To start a dispute log on to the Klarna website or app, find the listing and click on report a problem.

Step by step

  1. Find the purchase in the Klarna app or on your account
  2. Report a problem with the store
  3. You will be prompted to contact the seller, if you have already been in contact with the seller or if they do not respond, mark that you have been in contact with them
  4. Klarna collects information and escalates the dispute to Tradera
  5. Tradera and Klarna takes a decision in the dispute
  6. You will receive information about the outcome from Klarna

If the seller you bought from is a company, you also have the option of using the right of withdrawal.

I am asked by Klarna to contact Tradera?

This is a standard email from Klarna that is used for all pages where you can pay with Klarna, in Tradera's case it is the seller you need to contact when you receive this message.

Read more here

How long do I have to return the product in the event of a successful dispute?

The item must be submitted to the agent no later than 7 days after you receive the waybill, otherwise you risk having the decision revoked. Note, the item does not have to have arrived at the recipient within 7 days, but the item must be submitted to the agent.

Item must always be sent trackable, only use the shipping note you received from Tradera to return the item.

PayPals buyer protection

Items paid for with PayPal will have PayPals buyer protection. To start a dispute log on to the website

Click here to contact PayPal

FAQ

Do I really need buyer protection, can't i just use the right of withdrawal?

The right of withdrawal only applies when purchasing an item from a company. Most sales on Tradera is between private users.

Which payment options have buyer protection?

All transactions on Tradera have mandatory buyer protection unless the buyer has a Swedish account. For Swedish accounts some payment methods have optional buyer protection.

I won the dispute but I still have to pay the fee for the buyer protection?

The buyer protection works like an insurance against problems with the deal. Just like a regular insurance you will still need to pay the premium when using the insurance.

I can't add an attachment in the dispute communication. Is there another way to send the files?

You can send the attachements to dispyt@tradera.com. This e-mail address is only for on going/newly settled disputes.

How long is the average handling time on a dispute?

It usually takes between 10-14 days before a dispute is settled. This is so that we can ensure that both parties have time to respond and send us any pertinent information.

You will receive continouos information during the dispute on our messaging service and e-mail.