Dispute Resolution and Buyer Protection on Trandau Marketplace

Understanding Trandau's Buyer Protection

Trandau Marketplace is committed to creating a safe and trustworthy environment for all users. Our Buyer Protection program is designed to ensure that every purchase you make is covered against potential issues.

What Buyer Protection Covers

Our comprehensive Buyer Protection program covers the following situations:

• Item Not Received: If you've paid for an item but never received it within the seller's stated delivery timeframe
• Significantly Not as Described: If the item you received is substantially different from the seller's description or images
• Counterfeit Items: If you receive an item that is proven to be counterfeit or unauthorized replica
• Damaged During Shipping: If your item arrives damaged due to inadequate packaging by the seller
• Missing Parts or Quantities: If your order is incomplete compared to what was advertised
• Digital Product Issues: If digital products don't work as described or download links are invalid

What Buyer Protection Does Not Cover

There are certain situations where Buyer Protection may not apply:

• Buyer's Remorse: Simply changing your mind about a purchase
• Unauthorized Purchases: Transactions made from your account by someone you authorized
• Minor Discrepancies: Slight variations in color, size, or other attributes that are within reasonable expectations
• Transactions Outside Trandau: Any payments or arrangements made outside the Trandau platform
• Prohibited Items: Items that violate Trandau's terms of service or prohibited items policy
• Expired Claims: Issues reported after the protection period has ended

Before Opening a Dispute

Before initiating the formal dispute process, we recommend taking these preliminary steps:

1. Contact the Seller Directly

Many issues can be resolved through direct communication with the seller. To contact a seller:

1. Go to "My Orders" in your account dashboard
2. Find the order in question and click "Contact Seller"
3. Clearly explain the issue you're experiencing
4. Include any relevant photos or evidence
5. Suggest a reasonable solution (refund, replacement, partial refund, etc.)

2. Check Order Status and Tracking

Before assuming there's a problem with your order, verify its current status:

• Review the estimated delivery timeframe provided by the seller
• Check the tracking information if available
• Verify that your shipping address was entered correctly
• Confirm with other household members that the package wasn't already received

3. Review the Seller's Policies

Each seller on Trandau may have specific policies regarding:

• Returns and exchanges
• Shipping timeframes
• Refund processing
• Handling of damaged items

You can find these policies on the seller's shop page under "Shop Policies" or in your order confirmation.

The Dispute Resolution Process

If you've attempted to resolve the issue directly with the seller but haven't reached a satisfactory solution, you can open a formal dispute through Trandau's resolution center.

Step 1: Opening a Dispute

To open a dispute:

1. Go to "My Orders" in your account dashboard
2. Find the order in question and click "Open Dispute"
3. Select the reason for your dispute from the dropdown menu
4. Provide a clear, factual description of the issue
5. Upload supporting evidence (photos, screenshots of conversations, etc.)
6. Specify your desired resolution (full refund, partial refund, replacement, etc.)
7. Submit the dispute

Step 2: Seller Response

After you open a dispute:

• The seller will be notified and has 3 business days to respond
• You'll receive a notification when the seller responds
• The seller may accept your proposed solution, offer an alternative solution, or decline the dispute
• If the seller accepts your solution, the dispute will be automatically resolved according to your request

Step 3: Negotiation Period

If the seller offers an alternative solution:

• You'll have the opportunity to accept or decline their offer
• You can continue to negotiate through the dispute messaging system
• This negotiation period lasts for 5 business days
• Many disputes are successfully resolved during this phase

Step 4: Trandau Mediation

If you and the seller cannot reach an agreement during the negotiation period:

• The dispute will automatically escalate to Trandau's support team for mediation
• You may be asked to provide additional information or evidence
• Our support team will review all communications, evidence, and the transaction history
• This review process typically takes 5-7 business days

Step 5: Final Decision

After reviewing all aspects of the case, Trandau's support team will make a final decision:

• The decision will be based on Trandau's policies, the evidence provided, and marketplace standards
• Both parties will be notified of the decision via email and in-platform notification
• If a refund is granted, it will be processed within 1-3 business days
• The decision is final and concludes the dispute process

Tips for a Successful Resolution

For Buyers

• Communicate clearly and respectfully with sellers before escalating to a formal dispute
• Document everything - take photos of damaged items, screenshots of product descriptions, etc.
• Be specific about your desired outcome rather than just expressing dissatisfaction
• Respond promptly to any requests for information during the dispute process
• Be reasonable in your expectations and open to fair compromises

For Sellers

• Respond quickly to buyer inquiries and concerns
• Provide accurate product descriptions and images to prevent misunderstandings
• Package items securely to prevent shipping damage
• Use tracking numbers for all shipments
• Be proactive in resolving issues before they escalate to formal disputes
• Maintain clear policies that are easy for buyers to understand

Frequently Asked Questions