Frequently Asked Questions

Contents

Setting up and managing an account
Buying
Selling
Approvals by responsible adult
Payment
Delivery
1. Post
2. Local collection
Faulty items and returns
Chatting with other users
Worries and seeking Tradem involvement
Free membership
How schools can use Tradem
Feedback

Setting up and managing an account

Q: How do I open a Tradem account?

A: If you are under 18 and you want a Tradem account, ask your parent or guardian to go to the Tradem website and click on ‘Start your free trial’.
If you are a parent or guardian, click on ‘Start your free trial’ in the top right hand corner of the Tradem homepage and follow the instructions from there.

Q: How do I open a child account from the parent dashboard?

A: Go to ‘Child accounts’ from your dashboard and click on the ‘+’ sign on the top right hand corner of the page. Follow the instructions from there.

Q: Why do I have to pay a membership fee?

A: Tradem is unlike other online marketplaces because we don’t charge you for:

Adding items to your shop
Processing payments
Transactions
Any services within the marketplace

This means that the money you make from selling your item is all yours!
Tradem is a membership-based service where parents or guardians can sign up the whole family for a set fee.
We want all children to be able to trade and learn on Tradem. Families, who are unable to afford the fee, can contact Tradem to get a free membership.

Q: What does Tradem do with my monthly fee?

A: There is a lot happening behind the scenes to make sure that Tradem keeps running, is safe, and is always improving. All of this costs money. Plus, we want to be able to pay for families who cannot afford the fee and give 1 in every 5 pounds we earn to disadvantaged children. Importantly, we do not show you advertisements or share your personal information with anyone.

Q: How old do my children have to be to have an account?

A: Children from 4-17 can have a Tradem account. Children, as young as 4, can start learning about money, with support from an adult. Their account will be closed on the eve of their 18th birthday!

Q: I am not a parent, can I open an account for a child?

A: Yes you can, provided that the parents or adult responsible for the child agree. People can set up accounts for their grandchildren, nieces and nephews, and even godchildren. It is a responsible job though, so make sure you hold up that responsibility. You have to be able to comply with our Terms and Conditions, which require you to actively monitor the child’s activity on Tradem.

Q: How can I change my child account profile?

A: Contact us at Tradem if you would like to change the name of your account and shop. You can change the look and feel of your shop by going to your Shop page and clicking on ‘Edit shop’ at the top right hand side of the page.

Q: I have forgotten my pin code, what should I do?

A: Don’t worry. Ask your responsible adult to reset it from their dashboard.

Q: Is it possible to set up multiple bank accounts for one family account?

A: Yes, you can add as many accounts as you want. You will then be able to choose which account to receive the funds in on each withdrawal. Please note that banking legislation requires us to ask you for a photo ID before processing your first withdrawal.

Q: How do I know what control settings to use for my child?

A: We have written a guide to advise you on what we feel are appropriate settings for each age group. You can find it here

Q: Can my child top up their own eWallet from their bank account?

A: Unfortunately at this time we do not allow children to top up their own eWallet from their bank account. If this changes, we will let you know.

Q: How do I turn off my location setting?

A: Generally, other users can see which area your Tradem shop is located. This can help them to decide whether they want to buy something from you, especially if they want to collect in person. We use the first part of your postcode for this. We never share your full address on the website, and only share it with another user if they need to send you an item. We do not keep track of the location of the device you use to access Tradem. If you don’t want other users to know in which area your shop is, you will soon be able to turn this off by going to: My profile > location and select ‘Turn off’ (we are busy designing this facility). Or your responsible adult can turn it off by going to your profile > location > Turn off

Q: What is my personal data being used for?

A: We never share any personal data unless required to do so by law, so be assured that any information we have about you is safe and only used to improve our services to you. See our privacy policy for more information. You can find out exactly what information we have on you and how we use it by visiting your account. If you are under 13 you can ask your responsible adult to request this information. If you are 13 or older, send us an email at privacy@tradem.com or click on ‘ Contact us ’.

Q: How can I turn off my mobile phone notifications?

A: You can ask your responsible adult to turn off your notifications at any time. If you are a parent or guardian, you can adjust your notifications on your child’s control page.

Q: What do the control settings do?

A: There are a number of controls that we have put in place which your responsible adult can alter as they feel appropriate. We provide them with guidance on what settings might be best, based on different ages, but it is ultimately their responsibility. If you feel they need to be set differently, we recommend that you speak to your responsible adult.

Control	Setting	What does this mean?
Location visible	Unlocked	Your responsible adult will soon be able to set the level of visibility that they are happy with (for example, the first letters of your postcode, city or nothing). You will be able to decrease the level of visibility or turn off the location setting in your own profile
Mobile phone	Locked	Only your responsible adult can change this information
eWallet	Locked	Only your responsible adult can change payment information
Items for sale	Approve listings	Your responsible adult would like to approve all items you want to sell in your shop
	Approve offers (for every individual item that your responsible adult approves, they will be asked if they want to approve offers also)	Your responsible adult would like to approve all offers received for a particular item that you have added to your shop.
	Notify	Your responsible adult wishes to be notified of all items that you want to sell in your shop, and any offer that you accept
	No Control	Your responsible adult will only know what you are selling by looking in your shop or in their activity feed
Items purchased	Approve	Your responsible adult needs to approve everything that you wish to buy from the marketplace
	Notify	Your responsible adult wishes to be notified of all the items you have bought
	No Control	Your responsible adult will only know about what you are buying by looking in their activity feed
Local collection	Notify	Your responsible adult would like to be notified about any local collections
	No Control	Your responsible adult will only know about what you are buying by looking in their activity feed
Monthly spending limit		Your responsible adult can set a monthly spending limit. Anything you spend over this will need approval

Q: How do I close my child’s account?

A: You can close or suspend a child’s account at the bottom of the child’s information page. Click on ‘Block account’ and then you have the option to ‘Unblock’ as and when you would like.

Q: How do I close my family account?

A: We will be sorry to see you leave but understand that things change over time. To close your account Go to: My profile > Membership and click on the ‘Cancel account’ button. As per our Terms and Conditions, your membership will end on your next billing date.

Q: How can I see what data you have on me, and my family?

A: Your responsible adult can download the data that we have on you, by going into My profile > Download data.. If you are over 13 years old, you can email us at privacy@tradem.uk or go to ‘Contact us’ to request your data, and we will send it to you.

Buying

Q: Why should I buy on Tradem?

A: We are the first online marketplace designed specifically for children and young people. Tradem has all the features that you would expect from grown-up online marketplaces, but it offers more guidance and support, in a safe and secure environment. Only children can sell on Tradem, so you will find loads of exciting things to buy and at lower prices than if you went to a shop and bought them new. Every time you buy something on Tradem, you are not only helping the environment, you are also giving that item a new lease of life and making the seller’s day!

Q: How do I buy something?

A: There are a number of options should you want to buy something from a shop on the marketplace. Watch our ‘Buying tutorial’ for more tips.

If you:	What to select	Why
Are happy with the price and have enough money in your eWallet	Buy Now	If you are happy with the price and have enough money in your wallet (plus enough for delivery if you choose delivery via post), then you can simply select the ‘Buy Now’ button. Fill in the information needed to complete your order and confirm your deal.
Want to offer less money	Make an offer	If you like the item but want to offer less than the asking price, you can select ‘Make an offer’. Fill out the details of your offer and add a message to the seller. The seller has 7 days to accept or respond to your offer, or it will be cancelled automatically.
Want to offer less money, but also offer something from your shop	Make an offer	If you would like the item but want to offer less than the asking price AND also offer something from your shop, then you should select ‘Make an offer’. Fill out the details of your offer and add a message to the seller, explaining why you are offering your item too. The seller has 7 days to accept or respond to your offer or it will automatically be cancelled.
Want to swap or trade	Make an offer	This is the best option for those wishing to trade or swap cards, collectables, lego sets etc. It can just be a direct swap with no money involved, or include money if the item you are wanting is worth more than yours. Select the ‘Make an offer’ button and choose the item from your shop that you want to swap/trade. The seller has 7 days to accept or respond to your offer or it will automatically be cancelled.
Don’t have enough money in your eWallet or items in your shop to swap	Add to Wishlist	This is a good way to keep track of items that you really like but can’t afford and want to save for. You can also use it to compare different prices and conditions of the same or similar products. You can also share your Wishlist with your family so they know what you might like for birthdays!

Q: How can I search for the items I want on the marketplace?

A: When you are in the marketplace you will see a ‘Search’ box at the top of the page. You can use this to search for any items you are looking for. Alternatively, you can use the categories underneath to see what is available. You can narrow your search by selecting only recently listed items, looking only for items within a certain distance to your location or looking within certain price limits. See our ‘Buying tutorial’ for more tips.

Q: What can I buy on Tradem?

A: You can buy almost anything on Tradem and that is the way we want to keep it! You can get:
Toys and Games
Outdoor and Sports
Books
Clothes and Accessories
Musical instruments
Handmade
Electronics
Trading cards and Collectibles
Video games and Consoles
Back to school
If you think we are missing an important category on the website, do let us know!

Q: What is not available to buy on Tradem?

A: Some things are not available on Tradem because they are harmful or because they are illegal. Please take a look at our Rules of the marketplace for a complete overview. If you have any doubts, talk to your responsible adult. If you see something for sale that you think is not allowed on Tradem please report it to us.

Q: What should I do if I see something I really want to buy?

A: Make sure you have looked at the ‘condition’ of the item and read the full description written by the seller. Many of the problems buyers and sellers encounter are the result of simple misunderstandings about what exactly is for sale and the terms of the sale.
If you are happy with all the information and understand exactly what is for sale, then you should check the price to see if you can afford it. If you can - brilliant. You may just want to buy it there and then. If not, don’t worry, there are still some things that you can do. You could add it to your ‘Wishlist’; you could offer to ‘Swap or trade’ it for something else; or you could offer less money for it.
If you are in any doubt, then have a chat with your responsible adult and discuss your options. It is always good to have another person’s opinion.

Q: What happens if a seller rejects my offer?

A: There are lots of reasons why they might have done this. If they reply saying they only want the asking price, you should respect this by not sending them any more offers. Otherwise, you can always make them a new, more attractive offer. Or look for a similar item offered by a different seller.

Q: What happens if the seller doesn’t reply to my offer?

A: Any offer that isn’t accepted or declined by the seller within 7 days is automatically cancelled.

Q: What should I do if the seller rejects my offer but suggests a different price and/or product from my shop?

A: You can either continue negotiating or look for another deal on the marketplace. If you decide to continue negotiating you can try making another offer with a better price and/or include the products from your shop that the seller said they would like to receive. Be quick though… if another buyer comes in and selects ‘Buy now’ they will get the item instead of you.

Q: I was chatting to a seller about an offer and suddenly the item has been sold - what happened?

A: This can happen if another buyer has selected ‘Buy now’ for the same product. ‘Buy now’ is the quickest way to get a product.

Q: How do I cancel my order?

A: Once you have agreed a deal with a seller, it is generally not possible to cancel the deal. However, in case of a delivery via post, you can contact the seller to check if they have posted it already. If they haven’t, you can ask them not to post the product and your money will return to your eWallet in 10 days after the date on the order confirmation.
If the item has already been posted, the seller will not be able to cancel your order.
Note that you are always allowed to refuse an item that is not how the seller described it. Contact us if this happens.

Q: Why is there an ‘Item received’ button?

A: With this button you can let us know that you received the item you bought, so we can pay the seller. It is very important you click on ‘Item received’ as soon as you get the item to avoid any problems. If we don’t hear from you, we will pay the seller 10 days after the item was marked as shipped, or, in case of local collection, within 20 days of the purchase date.

Selling

Q: How do I sell something on Tradem?

A: You can watch all of our Tradem tutorials to help you be the best salesman you can be. Start with our‘Selling tutorial’ . This will take you, step by step, through the selling process. Also look for the ‘?’ sign on the ‘Add new product page’ for tips when adding a new product.

Q: What can I sell on Tradem?

A: You can sell almost anything on Tradem and we want to keep it that way. For the complete list of items that you are NOT allowed to sell, please see the Rules of the marketplace. If you feel that an important category is missing on the website, do let us know!

Q: What can I not sell on Tradem?

A: Due to Tradem rules or legal restrictions, there are some items that we don't allow or that can only be put in your shop under certain conditions. If you're not sure whether you are allowed to sell your item, check the following subjects in the Rules of the marketplace.
Banned/restricted items:
Concert and event ticket policy
Autographs and autographed items
Copyright policy
We will remove anything from a shop that is on the restricted items list.

Q: What happens when someone has bought an item in my shop?

A: You will get a message in Chat to let you know that someone has bought your item. The message will include how the buyer would like to receive the item and the address to send it to.
If your responsible adult provided us with your mobile number, you will also receive notifications this way. You can ask them to turn this off at any time. It is good business practice to message the buyer to let them know that you have received the offer. You should also indicate when you intend to post the item (if selected delivery via post) or offer them times and locations to meet (if they selected to collect locally).

Q: What does it mean that my item is ‘under review’?

A: Tradem checks all items that are posted to the marketplace, to make sure that our users stay safe and follow the rules of the marketplace. When your item is ‘under review’ it means that our system told us to check if something is wrong with the photos that you posted or the language you used. We will then take a look and make sure everything is ok before we approve your item to be posted. We try to do this as fast as possible; if it is taking too long, please get in touch.

Q: My item is no longer in my shop, where has it gone?

A: If you find that your item has been removed from your shop, it might be because we took it down. We will remove anything we find that goes against our rules. We will always send you and your responsible adult a message to explain why. We want to keep Tradem safe.

Q: How do I make my item for sale stand out from other people’s similar items?

A: We have created a tutorial on entrepreneurship to help you. It looks at three important aspects of selling an item - the product itself, the price and the marketing.

Q: Can a buyer cancel a deal?

A: Deals cannot be cancelled.
However, if your buyer has opted for delivery via post and the item has not yet been sent, you could both agree to cancel the order. In this case, do not send the product and make sure you do not click on ‘item posted’. The money will then go back to the buyer’s e-Wallet in 10 days.
Note that a buyer is allowed to refuse an item if it is not how you described it. If this happens they can contact us and we will deal with it under the Tradem Protection scheme.

Q: What do I do if someone makes me an offer?

A: Tradem has been designed to provide various buying and selling options. As a seller, you might receive a lower offer for an item. You will find this offer in a message in your Chats. There are lots of reasons why someone might be asking for a lower price. Spend some time thinking about whether it is a good deal or not, and make sure you respond within 7 days of the offer. If you don’t, the offer will be automatically cancelled.

Q: What do I do if I want to accept an offer?

A: If you would like to go ahead and accept the offer, you can simply click ‘Accept offer’ and the buyer will be informed. You can then indicate when you intend to post the item (if selected delivery via post) or offer them times and location options to meet (if they selected to collect locally). Make sure you organise delivery or collection on time to avoid any problems.

Q: What do I do if I don’t want to accept their offer?

A: Just click ‘Decline offer’ and the buyer will be notified.
When you decline an offer, it is still good business practice to add a message to the buyer saying that you received the offer and explain your reason for declining it. It might be that you thought their offer was too low.
You can always suggest a new price in Chats. Should the buyer agree to this new price then they will need to submit a new offer at the suggested price. They cannot change the original one.

Q: How do I stop people from making lower offers for an item?

A: If you only want to receive the full price for an item then we recommend that you write this in the ‘Description’ box when you put your item up for sale.

Q: What if someone is in the middle of making an offer for something in my shop and then someone else buys it?

A: If a buyer selects ‘Buy now’ then the offer is automatically accepted and confirmed. This might have an impact on another buyer that is midway through working on an offer with you. In situations like this the ‘Buy Now’ offer will stand and the person who is making an offer will lose out.
When this happens, it is polite to send a message to the buyer who made an offer, explaining what has happened.

Q: What do I do if someone offers me a lower price and/or something from their shop?

A: Once you receive the offer, spend some time thinking about whether it is a good deal or not. If you would like to go ahead and accept the offer, you can simply click ‘Accept offer’ and the buyer will be informed. You can then make arrangements to meet with the buyer to swap the items.
However, if you don’t like their offer, you can click ‘Decline offer’ and the buyer will be notified. It is good business practice to send the buyer a message to explain why you declined the offer. You can always suggest an alternative price or product from their shop. If the buyer agrees to your counter offer they will need to submit a new offer at the suggested price and/or with the new product(s) you suggested. You cannot edit an offer.
Whatever you choose to do, you must contact the buyer within 7 days. After this the offer will be cancelled.

Q: What do I do when someone offers to pay me in cash, via bank transfer or other method instead?

A: We only allow payment from your eWallet, through our Tradem online payment system. This is to protect all our users. Remember to never share your bank or personal details with anyone, as this is not safe.

Q: I don’t like the terms the buyer is offering but I feel under pressure to accept the offer, what should I do?

A: Always make sure that you use the ‘Chats’ function on Tradem when you talk with the buyer, so your responsible adult or Tradem can help out if necessary. You should never feel under pressure to accept an offer. If you don’t like the terms of the deal, then you can walk away – chances are that another offer will come along. If you are worried or concerned, speak to your responsible adult or contact us.

Q: What if the buyer forgets to click on ‘Item received’ after they received the item?

A: It is always a good idea to contact the buyer and ask them to click on ‘Item received’ so you can get your money. In case the buyer forgets to do this, does not raise an issue about the deal and does not respond to the reminders we send them, we will release the money paid for the item to your account within 10 days, after you marked the item as shipped or, in case of local collection, within 20 days of the purchase date.
Approvals by responsible adult

Q: How long do I have to wait for my responsible adult to approve a purchase, listing or offer?

A: Your responsible adult may have decided to approve your purchases, listings or offers on the marketplace. As soon as you press ‘Buy now’ or ‘Publish’ or ‘Make an offer’ they will be sent a request to approve or decline the action. They have 7 days to respond before it is automatically cancelled so do keep asking them to check their ‘Chats’ and ‘Activity feed’.

Q: How can I hurry up the approval time?

A: You might want to ask your responsible adult to help you by responding quickly to the approval messages. You can send them a message in ‘Chats’ or speak to them in person.

Q: What happens if my responsible adult is too slow in approving a purchase and the item has been sold?

A: If your responsible adult is too slow to approve your buying, then yes, someone else can buy the item. We understand that this is very frustrating but we need to make sure that a seller isn’t left hanging for too long. So make sure your responsible adult knows this too.

Q: What happens if my responsible adult takes too long in approving a purchase and it is cancelled?

A: Offers are cancelled automatically if not approved within 7 days. If the offer has been cancelled before the adult approves, you can put the offer through again if the item has not been sold.

Q: How long do I have to wait for my responsible adult to approve putting up an item up for sale?

A: If your responsible adult needs to approve your items put up for sale they can do so as soon as you have saved and published an item. They will be informed through ‘Chats’ and in their ‘Activity feed’ that a new listing is waiting for their approval.
You can always talk to them or send them a reminder via ‘Chats’, asking them to approve.

Q: How long do I have to wait for my responsible adult to approve an offer I received?

A: If your responsible adult chose to approve offers on an item that you put up in your shop, they will get a request in their ‘Chats’ and ‘Activity feed’ to approve one as soon as you have accepted it. They have 7 days to approve it before it will automatically be cancelled.
You can always talk to them or send them an approval reminder in ‘Chats’.

Q: What happens if my responsible adult takes too long to approve an offer?

A: Offers are automatically cancelled if not approved within 7 days. If this happens, you can always contact the buyer and explain what has happened, asking them to send their offer again.
Payment
Q: Do I have to pay taxes on the money I earn on Tradem?

A: We are not tax experts and we cannot give tax advice. If you make a certain amount of money and/or your trade on Tradem is considered to be a business activity, you or your responsible adult may have to pay taxes. Make sure your responsible adult understands what taxes are applicable to you and your activity on Tradem.

Q: How can I pay for items I buy on Tradem?

A: We require all payments to be done using your Tradem eWallet. This way you are protected under the Tradem Protection Scheme.
Q: How do I get funds into my eWallet?
A: There are two ways to get funds into your eWallet:
1. Ask a responsible adult to top-up your account
2. Sell something on the marketplace - view our Selling tutorial for more information on selling items on Tradem
Q: How long after my offer is accepted or after I click on ‘Buy now’ does my money leave my eWallet?

A: The money will leave your eWallet as soon as you click on ‘Buy now’ or an offer is accepted. Tradem will release the money to the seller once we have confirmation that the item has arrived (when you select ‘Item received’).
If you don’t click on ‘Item received’, we will release the money to the seller 10 days after date of shipment or, in case of local collection, 20 days after the date of purchase. It is important that you always select ‘Item received’, as soon as you have got your item, so we know all went well and the seller can receive their money.

Q: Can I get a refund?

A: We currently do not allow for returns or refunds, other than in cases where an item is damaged or lost during delivery, or where an item significantly differs from the description by the seller. In these cases you can make claim under the Tradem Protection scheme to get your money back.

Q: Can you recommend a children’s saving account for me to put my child’s ewallet money into?

A: We are not independent financial advisors so are unable to recommend a particular savings account for your child. However, the Money Advice Service does offer free guidance and you can use comparison sites to get a list of children saving accounts.

Q: Are there any add-ons that children can buy within the site?

A: No, we do not allow any add-ons or loot boxes on this site.

Q: Can we give the money from our eWallet to charity?

A: Yes. You can certainly give money to charity from your eWallet, but you will need to ask your responsible adult to withdraw the money to their bank account first, and then transfer to the charity of your choice.

Q: When do I receive the money from a sale?

A: Once you have sent the item (or it has been collected) and your buyer has confirmed that they received the item, you will receive the money in your eWallet within 24 hours.
If, for any reason, the buyer fails to confirm that they received the item, and they don’t raise any issues about the deal, you will still receive the money within 10 days from the date you marked the item as shipped (in case of delivery via post) or within 20 from the date of purchase (in case of local collection).
Remember to always click on ‘Item posted’ when you have posted the item, otherwise you may not receive your money and the deal will be cancelled automatically.
Q: What happens if my item has been received but I haven’t had payment?
A: If the item has been delivered and there are no issues, then you can ask the buyer to select ‘Item received’. You will usually receive money in your eWallet within 24 hours.
If the buyer does not click on ‘Item received’ and does not raise an issue about the deal, you will receive the money within 10 days from the date you marked the item as shipped (in case of delivery via post) or within 20 days from the date of purchase (in case of local collection).
Sometimes Tradem may need to put funds on hold if:
- We find any risk in the transaction
- The buyer reports an issue
- We see unusual activity on your account
Following any of the above, we will put your funds on hold until we have resolved the issue or confirmed the transaction with you. Please contact us if you have any concerns or questions about your payment.
Q: What happens to my payment if a claim has been made under the Tradem Protection scheme?

A: If a buyer reports an issue to us, we will put your funds on hold until the issue has been resolved. Once the problem has been sorted and if it goes in your favour, we will put the money into your eWallet within 24 hours. Please check the rules of the Tradem Protection scheme here .

Q: Can I ask for ask the buyer to pay in cash?

A: We do not allow any methods of payment, other than the Tradem eWallet, when selling your items. This way, you are protected under the Tradem Protection Scheme .

Q: What are my options for paying for an item?

A: We only allow using the online Tradem eWallet to pay for items, so that you are protected under our Tradem Protection Scheme . You can use this whether you want the item delivered via post or if you want to arrange a local collection.
Delivery

Q: What are the delivery options available?

A: When you have found an item that you would like to buy, have a look at the method of delivery that the seller is offering. They will have offer: ‘Via post’ only, or the added option of ‘Local collection’. You can select the option that works best for you. You can then discuss the details of shipping or collection with the seller. When you opt for local collection, make sure you are comfortable with the meeting arrangements before agreeing to meet and always take a responsible adult with you, or at least tell them where and when you are meeting.
1. Postage
  Q: How do I change my delivery address?
  
  A: Please ask your responsible adult to add or change any addresses for you.
  
  Q: How do I change my delivery address after an offer has been confirmed?
  
  A: Once an order has been confirmed, you cannot change the delivery address. If you ask the seller to send to an alternative address, they will be advised not to send the item. If you have selected the wrong address and the seller hasn’t sent your item yet, then you can ask them not to send it and wait for 10 days for the deal to be automatically cancelled. You can then remake the offer using the correct address. However, they are under no obligation to wait for your sale again and they can still send the item if they wish.
  Q: How do I post an item?
  A: When you are posting an item, make sure:
  
  It is well packaged so no damage can be caused during delivery
  
  The delivery address is clearly written on the front
  
  You have paid the correct postage
  
  You have used a tracked delivery option or have proof of postage
  
  You have shared this tracking reference number or proof of postage with the buyer
  
  You have clicked on ‘Item posted’ after you have sent it
  
  You send the buyer a message in ‘Chats’ to let them know you have posted the item and when they should expect delivery
  
  By tracking the package, you provide your buyer with more confidence that the item will reach them. You're also protecting yourself in case your buyer doesn't receive the item.
  Q: What should I do if the buyer asks to change the delivery address?
  
  A: Never agree to this. You should only deliver to the address provided in the order confirmation. This is to help protect you against fraudulent activities and scams. If the buyer is persistent and the item has not been posted yet, then suggest cancelling the order and they can then put in a new offer using an updated address in the system.
2. Local Collection
  Q: How do I pay for items to be collected locally with the Tradem online payment system?
  
  A: When you click on ‘Buy now’ or when the seller agrees to your offer, we will take the purchase amount from your eWallet and hold it. When you collect the item, make sure you click on the ‘Item received’ button, after which we will release the money into the seller’s eWallet.
  If you don’t click on ‘item received’ and you don’t notify us of any issue with the deal, we will release the money to the seller’s eWallet within 20 days after the purchase date.
  
  Q: I don’t like what the seller/ buyer is suggesting for collecting in person - what should I do?
  
  A: Always make sure that you use the ‘Chats’ function on Tradem to communicate with the other person. Once your offer has been agreed and confirmed, neither you nor the seller/buyer can change the deal. If you are worried or concerned, speak to your responsible adult or contact us.
  You should always speak to your responsible adult if you are choosing to collect an item in person. Always take a responsible adult with you, or at least tell them where and when you are meeting.
  
  Q: How do I arrange where to meet when we have agreed on a local collection?
  
  A: Once you have received the order confirmation, the seller should be in touch with the buyer on Chats to organise the local collection. They will suggest a time and place for the collection. Make sure you are comfortable with both decisions before agreeing to meet and always take a responsible adult with you, or at least tell them where and when you are meeting.
  
  Q: Where should we meet for a local collection?
  
  A: Tradem recommends that you choose somewhere busy to meet, a place where you are not alone. Maybe you could meet in a coffee shop, the post office or a shopping centre. You should also consider taking someone with you, ideally your responsible adult. You don’t know the person who you are buying from and sadly, not everyone has good intentions like you. We want you to stay safe.
  
  Q: Can I still buy from people if I can’t collect locally?
  
  A: Yes, you can still buy from people even if you can’t collect locally. Local collection is just one option that sellers can select when uploading an item onto their shop. Everyone has different preferences, so find a seller who is willing to deliver by post.
  Q: How can I prove that an item was collected in person?
  A: It is important that you get proof of collection from the buyer to protect yourself against cases where the buyer claims they did not receive an item. This would include either:
  
  A ‘Item received’ confirmation on Tradem
  
  A confirmation message from the buyer, in Chats
  
  A signed receipt/invoice
  
  A photo of the buyer with the item
  
  Remember, the buyer can refuse to accept an item because it's faulty or it isn't as described in the listing. However, if the buyer simply changed their mind, they should accept the item. Contact us if you run into any problems.
Faulty Items and Returns
Q: Can I return an item?

A: Tradem doesn’t allow returns unless the item is faulty, damaged or not as described. In these cases, you can make a claim under the Tradem Protection Scheme . It is important that you check all the details about the product that the seller has given before you decide to buy it or make an offer.

Q: I didn’t receive a product I paid for, what should I do?

A: If you don’t receive an item, you will need to contact the seller. If you don’t get a response from them or if you disagree with them about a solution, you can ask Tradem to step in. Please go to the Tradem Protection Scheme page to see how you can do this.

Q: What should I do if the item I received isn’t as described?

A: If the item you bought arrives and you don’t think that it matches the details and photos in the description of the product (including if the item is faulty or damaged and that wasn’t mentioned), you can contact the seller to see if you can agree to a solution together.
This can be done up to 5 days after the product has been collected or received and you have selected ‘Item received’ online. If ‘Item received’ has not been selected a report can be raised up to 15 days after the purchase date (date on the order confirmation). Hopefully, you and the seller can come to an agreement about what to do. Otherwise, you can ask Tradem to step in under the Tradem Protection scheme.

Q: What do I do if I arranged a local collection and I have a problem with the item?

A: If the item that you bought is faulty, damaged or not as described, you are allowed to refuse the item. Contact us immediately so we can look into it and give you your money back. You should take photos of the item, showing where the item is not as described or highlighting any faults/damage not mentioned in the description. If you decide that you want the item anyway, you can collect it and select ‘item received’ so we can pay the seller for the item.

Q: What should I do if I didn’t receive an item?

A: If you don’t receive an item, you will need to contact the seller. This can be done up to 15 days after the item was purchased (as per the date on the order confirmation) or after the estimated delivery date, whichever is later.
Hopefully the seller will respond quickly and provide an update on the delivery status. This might include uploading the tracking reference number, if not previously provided, or proof of delivery. If they think that the item is lost in the post, then you should contact Tradem.

If you ask for Tradem’s help in sorting out a matter, we will review the information from both you and the seller. We will look for evidence of a successful delivery to your address (as provided in the Tradem order confirmation), or proof of collection by you.
If we determine that the item wasn't successfully delivered, we will refund the full cost of the item and original postage via eWallet.

Q: Should I accept a return if a buyer doesn’t like the item?

A: If an item that a buyer has purchased is faulty, damaged or not as described, they are within their rights to ask for a return under the Tradem Protection Scheme . We do not accept returns for any other reason.

Q: What should I do if a buyer is saying they haven’t received the item?

A: If a buyer hasn’t received an item, they should contact you. This can be done up to 15 days after the item was purchased (as per the date on the order confirmation) or after the estimated delivery date, whichever is later.
You should respond quickly and provide the buyer with an update on the delivery status, if possible. This might include uploading the tracking reference number or proof of delivery (if not previously provided). Check also with the post office or courier company what happened to the item. If you think that the item is lost in the post, then you should contact Tradem so we can deal with it under the Tradem Protection Scheme
Q: What happens when a buyer asks Tradem to step in when an item has not arrived?
A: The buyer may ask Tradem to help if they don’t receive a response from you or they aren’t happy with what you have said.
If asked to help, we will review information from both you and the buyer. We will look for evidence of a successful delivery to the buyer's address (as provided in the Tradem order confirmation), or proof of collection by the buyer.
To prove a successful delivery you can provide us with the following:
- Tracking reference number
- A delivery status of ‘delivered’ by the courier
- The date of delivery
- The recipient's address, showing at least the city/county or postcode that matches the one found on the 'Order Confirmation' page; and
- Signature confirmation, if an item has a total cost of £250 or more.
If we determine that the item wasn't successfully delivered or collected, the buyer will be refunded the full cost of the item and original postage via eWallet. If you have insufficient funds in your eWallet to pay for the refund, the money may be collected from your responsible adult.
Q: What do I do if a buyer is saying that the item they received is broken or faulty?

A: If the buyer is saying that the item is faulty or damaged, and it wasn’t mentioned in the description, then they should contact you so you can try to resolve the issue. They should provide as much information as they can and send photos – if they haven’t, you can ask for this information.
The buyer can do this up to 5 days after the product has been collected or the item has been received and ‘Item received’ has been selected. If ‘Item received’ has not been selected, a report can be raised up to 15 days after the purchase date (date on the order confirmation).

Hopefully, you and the buyer can come to an agreement about what to do.

You can ask Tradem to help if they aren’t happy with the solution offered. You may well be protected under the Tradem Protection Scheme .

Q: What do I do if an item I sent is lost during delivery?

A: If an item has been lost during delivery, you will need to contact the post office or courier company that you used to deliver the item (using the tracking information, if possible) and ask them to investigate where it has gone. If the item has been lost, you will need to the follow the advice given by the post office or courier company and see if they can pay you or the buyer to make up for your loss (we call this compensation). Otherwise, contact Tradem because you may be protected by the Tradem Protection Scheme .

Q: What do I do if an item I sent is damaged during delivery?

A: If a buyer receives an item that has been damaged, they will contact you. It is a good idea to ask the buyer for as much information as possible, including photos, so you can tell what might have caused the damage and learn from it for the future.
If you believe the damage was caused by the postal service or courier company used, then you should look on their website to find out if they could pay you to make up for your loss (we call this compensation). Otherwise, contact Tradem as you may well be covered by the Tradem Protection Scheme .

Q: We arranged a local collection and the buyer has a problem with the item

A: If you arrange a local collection and the buyer finds the item is faulty, damaged or not as described, then they are allowed to refuse to accept the item. They should then contact us immediately, which means that we will put payment into your eWallet on hold and look into the issue.
If the buyer decides to take the item after all, it is important that you get proof of collection. This would include an ‘Item received’ confirmation on Tradem, a photo of the buyer collecting the item or a signed receipt/invoice.
Communicating in Chats

Q: How can I talk to a buyer or seller?

A: Always use Tradem Chats to communicate about a deal with a buyer or seller. This way, we can help if you run into any problems.
The best policy is to be honest if there is a problem; quite often the other person will understand and you can agree on a solution together.
If they complain and give bad feedback, try to find a solution to fix the problem and explain what you have done.
If you do get into a disagreement, we are always here to help.
Worries and how Tradem can help

Q: What do I do if I am worried about something or someone?

A: If you are ever worried about something or someone on Tradem, please contact us and/or speak to a responsible adult. We can help to sort it out.
Sometimes small things can turn out to be really important so please share any of your concerns.

Q: I have a disagreement with another user, who can I contact to help?

A: Talk to your responsible adult to see if they can help you. Or you can let us know and we will take action, if necessary.
Free Membership

Q: What do I do if we can’t afford the membership fee?

A: We think ALL children should have the opportunity to use Tradem. If you can’t afford the membership fee, then please write to us to apply for free membership.
Schools

Q: How do I get my school involved?

A: We love working with schools and PTAs at schools. Please email us with your school’s details and we can contact them directly. Or feel free to show them our website!

Q: How do I sign my school up to Tradem?

A: Contact us at Tradem for more information. We have special school programs that we can recommend and lesson plans for the different Key Stages. Please contact marcelo@tradem.uk for more information.
Feedback

Q: What is feedback and why should we give it?

A: By giving feedback, you are telling someone else how you think they behaved during the sale. You can tell them what you liked, or you can give them advice about what they could improve. On Tradem, you can give feedback in the chat with the buyer or seller. We think feedback is very important because it allows others to learn and to become better traders. However, it is important to remember that leaving feedback is completely voluntary. At Tradem, all feedback is confidential and between you and the buyer.
As a seller, you can't demand positive feedback from buyers.

Q: What do I do when a buyer has messaged to say they have received the item?

A: Once the buyer has received the item, it is always good to thank them for buying your product and to leave a constructive feedback about the deal.

Q: What if I receive feedback I don’t agree with?

A: Receiving feedback is always good when a deal has gone well and the comments are positive, but it can be really hard when you get some negative feedback, especially if you think it went well.
If you receive some negative feedback, and you don’t think it is fair, you can respond to the feedback and give your side of the story.
If a buyer has left feedback that is aggressive, threatening or uses abusive language, then please contact us.