Returns & Disputes

Traidex operates the marketplace and a neutral escrow facility. We are not the buyer, not the seller, not the importer, not the carrier, and not an arbitrator. We do not inspect goods, do not take possession of stock, and do not decide who is right when buyer and seller disagree.

Our escrow does one thing: hold the buyer's payment until either (a) the 48-hour window lapses without a flagged issue, (b) both parties give us a matching written instruction, or (c) we receive a binding outcome from a mediator, arbitrator, or court of competent jurisdiction.

The clock starts the moment delivery or collection is recorded — a signed waybill, courier confirmation, or the buyer marking the order as received. During this window the buyer should physically inspect the goods against the listing: title, brand, model, quantity, condition, specs, and photos.

To flag a problem, the buyer opens the order in their dashboard and clicks "Flag issue" before the 48 hours elapse, attaching photos / video and a written description. This pauses the escrow release. It is not a claim against Traidex — it is a notice to the seller that the buyer intends to dispute the sale.

If the buyer takes no action within 48 hours, the order is treated as accepted, escrow is released to the seller (less the platform & payment processing fee and VAT on that fee), and the sale is final.

Once an issue is flagged, buyer and seller communicate directly through the order thread to reach an outcome. Typical outcomes include:

• Release in full — buyer accepts the goods after discussion.
• Partial refund — an agreed % or rand amount is refunded; the balance is released to the seller.
• Full refund & return — buyer returns the goods (logistics arranged between the parties); on safe return, Traidex refunds the buyer.
• Cancel & full refund — used where the goods cannot reasonably be returned (e.g. counterfeit / non-compliant) and the seller agrees.

When both parties confirm the same outcome in the order thread, Traidex executes the payout accordingly. This is the fastest, cheapest path for everyone.

If direct negotiation fails, the parties are encouraged to use a neutral third-party mediator before going to court. Mediation is voluntary, confidential, and usually resolved in days rather than months. In South Africa, options include:

• Arbitration Foundation of Southern Africa (AFSA) — commercial mediation under the AFSA Mediation Rules (arbitration.co.za).
• Tokiso Dispute Settlement or another reputable commercial ADR provider.
• A jointly appointed independent attorney or industry expert acting as mediator.

Mediation costs are typically shared 50/50 unless the parties agree otherwise. Traidex is not a party to the mediation. If a settlement is reached, both parties send Traidex a signed copy of the settlement and we execute the payout exactly as instructed.

If mediation fails, the parties may refer the matter to private arbitration (e.g. expedited commercial arbitration under the AFSA Rules — typically faster and more confidential than court) or to a court of competent jurisdiction in South Africa. The award or court order is binding on both parties.

On receipt of a final arbitration award or court order (or a sheriff's writ where applicable), Traidex will release, refund, or split the escrow strictly in accordance with that outcome. Where the order is appealed or stayed, escrow continues to be held until the position is finalised.

• The buyer must keep the goods safely stored, unused, and in the as-delivered condition until the dispute is resolved.
• Neither party may unilaterally instruct Traidex to release or refund — we act only on a matching mutual instruction or a binding legal outcome.
• Funds are held in a segregated escrow account; Traidex earns no interest on disputed funds for either party's benefit.
• Traidex may charge a reasonable holding fee for disputes that remain unresolved beyond 90 days, deducted from the escrow before final payout.

Once you've reached an agreement (directly, via mediation, or via a legal outcome), send us one of these in writing through the order thread or to escrow@traidex.co.za:

• Joint release instruction — both parties confirm the payout split (e.g. "Release 100% to seller", "Refund 100% to buyer", "70% to seller, 30% refund to buyer").
• Settlement agreement signed by both parties (with or without a mediator).
• Arbitration award or court order from a South African forum.

Traidex will execute the instruction within 3 business days. We will not vary, interpret, or second-guess the agreed split.

• Changed your mind / project cancelled / found a cheaper option.
• Cosmetic variation consistent with the listed condition (e.g. minor scuffs on "Used · Good").
• Performance differences from a brand-new spec, when the listing was for refurbished, B-stock, or used goods.
• Damage caused after delivery, by buyer handling, installation, or a 3rd-party freight provider booked by the buyer.
• Issues raised after the 48-hour window has lapsed.
• Goods that have been installed, commissioned, or modified after receipt — installation = acceptance.

Flagging a sale on these grounds does not pause escrow indefinitely; the seller can request release.

Sellers with a pattern of disputes (≥ 3 mutually-resolved against them in a rolling 90 days, or a dispute rate above 5%) may be unverified, suspended, or removed from Traidex. Buyers who repeatedly flag sales without basis may have offer / purchase privileges restricted. These platform actions are separate from any legal outcome between the parties.

Traidex is a B2B marketplace; the Consumer Protection Act ("CPA") generally does not apply to transactions between juristic persons in the ordinary course of business. Where the CPA, ECTA, or other legislation does apply by law, this policy operates in addition to — not in substitution for — those statutory rights.

The contract of sale between buyer and seller is governed by the law of the Republic of South Africa, and the parties submit to the exclusive jurisdiction of the South African courts (or arbitration as agreed). Nothing in this policy makes Traidex a party to that contract or to any dispute arising from it.

Escrow instructions: escrow@traidex.co.za
General support: support@traidex.co.za

Note: emails to Traidex about a dispute are for escrow administration only. We will not give legal advice, take sides, or recommend an outcome.