Advice on Trademe trust team

gotmilk on 13/05/2021 - 08:10

Just genuinely want advice please.

A few weeks ago I was asked by Trademe to verify I actually had some games I was selling otherwise they'd cancel the auctions, sent them photos and receipts and no reply. The auctions all got canceled even though they met reserve.

Now, I have sold a few things over Ping and they're withholding the money until I've sent them photo ID as I've breached the terms of general membership. I'm so confused. I haven't been selling anything illegal (mostly games, some garden and DIY gear etc.) and not in trade - they're all pretty average, not super expensive stuff, selling maybe 2-3 items per week. I've complied with all their requests for info (2 emails asking for proof).

I thought I was just flagged by some bot at first and that I'd replied to an unmanned account, but now this seems to have escalated? They're holding a few hundred dollars in Ping. I'm not keen on sending the items until Trademe can confirm they will give me the money for them. Should I send them my ID? They're treating me like a scumbag when I haven't done anything wrong. Has anyone else been having issues with Trademe?

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  • kiwical on 14/05/2021 - 07:47
    +3

    A common issue. I have been a full time professional seller on TM for 12 years. Firstly did you have photos of the actual items for sale? Or just generic ones you grabbed from the internet? That's what can trigger it. That or not having NZ classification labels. Anyway that's in the past. It is strange they didn't reactivate your listings after you provided the proof they required. (Assuming your games were actually legit) But lately they have low staff and massive amounts of emails. So it's likely they just didn't get to your email in time before they were pulled. How long was there between you providing evidence and the auctions closing? This is an automated process, bots remove the listing in the last second if they haven't got the proof they need. Follow the above idea and use live chat. The live chat button pops up most days if people are around. Usually working hours only. Sometimes not until 10am. They do get to emails, but the response time can be upto 2 weeks in some cases. There is a second (more unlikely) explanation that they have discovered some unusual activity on your account. Like someone logging in, or even attempting to log in from an overseas IP. And they have concerns your account has been compromised.

    PS: TradeMe does have it's own messageboard. TM staff don't generally go there, but lots of knowledgeable users do. You could also try a post on there. But I think the best advice is going to be try live chat to see what has happened. https://www.trademe.co.nz/Community/MessageBoard/Threads.asp…

    • kiwijunglist on 14/05/2021 - 08:47
      +1

      Based on above comment about overseas login ip address. Maybe you have been using a VPN, and that might flag you as being overseas which might trigger some automatic bot to investigate you?

    • gotmilk on 14/05/2021 - 16:21

      This is such a thoughtful, helpful reply. Thank you.

      I finally got an email back from an actual person who helped sort it out, but if it happens again or to anyone else reading this - Trademe chat seems like the way to go.

      I'd used a screenshot of a game as the main photo, my ones are pretty tattered. That's probably what triggered it. Just got my back up but you're probably right in that they didn't get to my emails in time. Thanks for the reply - what an awesome, decent human being!

      • Alan6984 on 14/05/2021 - 17:16
        +1

        That does make sense I guess - a prospective purchaser would probably want to know the condition of the item, and there was a risk of them being misled and getting a 'pretty tattered' one, rather than a nearly new one.

        I'm not saying that was deliberate at all, just that I can understand TradeMe's potential concern in that respect.

        I have also listed things with stock photos sometimes - I will have to learn from your experience too!

        Alan.

        • gotmilk on 14/05/2021 - 18:05
          +1

          Thanks. I did put the actual photos of the games as well, just the main photo was a pic of the game itself from the net (not of the game). Lesson learned for next time!

  • icecold on 14/05/2021 - 07:26
    +1

    Have you tried reaching them via the live chat?
    Might expedite a response and get it cleared up.

    https://help.trademe.co.nz/hc/en-us/articles/360046907671-Co…

  • Alan6984 on 13/05/2021 - 16:05

    Never had an issue with TradeMe in more than twenty years.

    • gotmilk on 13/05/2021 - 16:25

      This series of incidents is the first issue I've had with them in 16 years. I'm completely bamboozled.

      • Alan6984 on 13/05/2021 - 16:37

        Not sure what to suggest, since I've never needed to contact them.

        How are they communicating with you? Maybe discuss with them to find out what the issue is?

        Alan.

      • Dunno on 13/05/2021 - 17:12

        They have to ensure they are paying the right person, asking for ID isn't unreasonable. ie if you deposit on myLotto or the TAB and win they require ID before paying out.

        As for asking for proof of goods that could be a number of things, they no longer seem to offer the "address verified" service so they might have new rules in place to check proof of goods and ownership, likely a 1 time thing. It could also be a high fraud category(ie lots of people selling PS5/Xbox Series X have been asked immediately for proof of goods/owner despite having great feedback) and they are taking a proactive approach.

        • Alan6984 on 13/05/2021 - 22:17

          Have they stopped 'Address Verified' now?

          I still show as 'Address Verified' but maybe they have said that it has been discontinued and I didn't spot that?

          There is also 'authenticated', but that's almost trivial to achieve, as you only have to:

          • top-up your account with $1.00; or
          • purchase using buy now and pay via Ping

          Alan.

  • Dunno on 13/05/2021 - 16:45

    They have obligations with AML/KYC regulations in place that need to be met, you are probably dealing with 2 different groups on unrelated issues imo.

    • Alan6984 on 13/05/2021 - 16:53

      Do you think that the AML / CFT regulations would apply to TradeMe?

      Which applicable sector do you think they fall under?

      Alan.

      • Dunno on 13/05/2021 - 17:05

        They used to have obligations under the Financial Transactions Reporting Act that now fall under the AML legislation that replaced it. Probably more to do with keeping long term records of transactions of their customers that could be queried at a later date if required.

        • Alan6984 on 13/05/2021 - 17:41

          All taxpayers have to keep records for seven years I think.

          I doubt that TradeMe falls under any of the AML / CFT sectors though.

          Alan.

      • The Hound on 13/05/2021 - 17:08

        Anti money laundering allegations what, lol? If selling games, maybe they just want to check if they are genuine or not. Shrugs.

  • The Hound on 13/05/2021 - 17:14

    Last time I check, Trademe HQ is still in Wgtn NZ (eventhough now owned by a multinational) so they have to tell you straight up why they want to see your ID. They will have to tell you what allegations are being made about you. Might be best to ring them and ask.

    • Alan6984 on 13/05/2021 - 17:43
      +1

      Might be best to consider writing to them (snail mail). I cannot see an email you can send to (although the OP might have gotten one at some point in this tale), and they seem to only publicise a premium rate phone number?

      Maybe I missed one or the other though.

      Alan.

      • gotmilk on 13/05/2021 - 18:51

        Thanks Alan. I might do that. Genuinely puzzled and no replies.

  • 2cheap on 25/05/2021 - 11:37

    Glad you got it sorted. I've had a few issues in the last few years and everything was fair and easy with refunds etc. But, years ago, pre-chat had a listing removed and an email it violated their T&C's. It didn't. Was a funny email address - there were only prohibited items at the time like alcohol etc. Never got a response and wasn't able to relist.

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