Traderbase is a marketplace operated by TRADEBASE (PTY) LTD. Sales are concluded directly between buyers and sellers — Traderbase is not a party to the sale. This policy explains how to raise an issue, what evidence helps, and the limited role Traderbase plays in resolving disputes.
Most problems (a delayed shipment, a question about condition, a wrong address) are resolved fastest by messaging the other party directly. Open the order in Traderbase and use messaging. Be clear, factual and prompt — many issues have time limits (see chargebacks below).
If you can't resolve it directly within a reasonable time, contact us at support@traderbase.co.za with:
Traderbase can help by sharing order and timeline information, facilitating communication, and — where eligible — cancelling an order and processing a refund. But Traderbase is not party to the sale, is not the carrier, and does not adjudicate who is "right". We may offer a view to help you settle, but the contract of sale, the goods, and any money owed once a payment has settled or an order has shipped remain matters between buyer and seller.
Whether Traderbase can refund you depends entirely on order status and settlement — see Refunds & Returns. In short: Traderbase processes a refund only while the order is pre-ship (pending/confirmed) and the payment is unsettled. Once shipped or settled, refunds are arranged privately with the seller.
Check tracking first. If the courier shows non-delivery and the order is still pre-ship/unsettled, you may be eligible for a platform refund. If it has shipped/settled, work with the seller and courier; tracking is your evidence.
Contact the seller promptly with photos. Sellers must list accurately; resolution (return, partial refund, replacement) is agreed with the seller, with our facilitation. Your Consumer Protection Act rights apply against the seller as supplier.
Report immediately to support@traderbase.co.za. Counterfeiting and fraud breach our Acceptable Use Policy and may lead to listing removal, account suspension and withheld payouts pending investigation.
If a card payment is disputed with your bank, the chargeback is handled under the card-scheme rules and the processes of our payment partner, Paystack, including their evidence requirements and timelines. A chargeback runs in parallel to this policy and may override platform steps. Please contact us and the seller first — direct resolution is usually faster, and abusive or fraudulent chargebacks may lead to account action.
If a dispute can't be resolved through these steps, you retain your rights under South African law. Depending on the matter you may approach the National Consumer Commission or relevant ombud/tribunal, your bank or card scheme (for payment disputes), or the courts. Traderbase will provide the order and transaction records reasonably needed to support a legitimate process.
support@traderbase.co.za — include your order reference.