Traderbase is a card-only marketplace for physical trading cards. Sales happen directly between buyers and sellers; Traderbase facilitates payment but is not a party to the sale. This policy explains the one situation where Traderbase will process a refund for you, and what happens in every other case.
Traderbase processes a refund only while both of these are true:
Once an order has shipped, OR once the payment has settled, Traderbase will not process a refund. From that point any refund or return is arranged privately between the buyer and the seller, and Traderbase is not responsible for it.
If you (or the seller, or our admin) cancel an order while it is still pending or confirmed and the payment has not yet settled, Traderbase will cancel the order and trigger a refund of that order's amount through our payment partner (Paystack). The reserved listing is released back to sale. Refund timing depends on Paystack and your bank, and typically takes a few business days to reflect.
Once an order is marked shipped, or once the payment has settled to the seller, Traderbase no longer moves money for that order and will not claw back settled funds. If you have a problem (item not as described, damaged in transit, not received), you must arrange any refund, return or replacement directly with the seller. We can help facilitate the conversation through our Dispute Resolution process, but the outcome and any money owed are between buyer and seller. Traderbase is not responsible for refunds in these cases.
| Order status | Payment | What happens |
|---|---|---|
| Pending / Confirmed | Unsettled | Traderbase refunds on cancellation; listing released. |
| Pending / Confirmed | Settled | Order can be cancelled, but refund is arranged privately with the seller — no money movement by Traderbase. |
| Shipped / Delivered | Any | Arranged privately with the seller. Traderbase not responsible. |
All items ship tracked. Sellers must record a courier and waybill/tracking number before an order can be marked shipped. Tracking is the primary evidence for "not received" or "delivered" claims, so keep your records.
Sellers must describe and photograph cards accurately. If an item arrives materially not as described or damaged in transit, raise it promptly with the seller and through Dispute Resolution, with photos and tracking. Your statutory rights under the Consumer Protection Act, 2008 still apply against the seller as the supplier of the goods.
Card payments are subject to the rules of the card schemes and our payment partner, Paystack. If you raise a chargeback with your bank, it is handled per those card-scheme rules and timelines, and may require evidence such as tracking and delivery confirmation. Abusive or fraudulent chargebacks may lead to account suspension. We encourage you to contact us and the seller first — most issues are resolved faster directly.
Open the order in Traderbase and use cancel (where eligible) or message the seller. For help, contact support@traderbase.co.za with your order reference.