How do I start a case for a problem with a purchase?

It is only possible to start a case if you have buyer protection.

When the deal has not gone as planned and you cannot find a solution together with the seller, we can help you move forward with the matter. On this page you will find information on how to open a case in case of problems with a purchase.

Are there any differences in buyer protection depending on the payment method?

• What differentiates the buyer protection when you have paid with Klarna or PayPal is mainly how you go about starting the dispute.
• If you paid with Klarna - The case is started from the Klarna website or app
• If you paid with PayPal - The case is started from PayPal's website or app
• Other payment methods with buyer protection - The case is started from Tradera, from the list Your purchases under "More actions"
• No buyer protection - You do not have the option to start a case, but you can report that you have not received your item.

How it works

• Find the item under "Your purchases."
• Click on "More actions" and select "Report a problem with the purchase.
• "Fill out the form describing the issue.
• Communicate with the seller and make a final attempt to find a mutual solution.
• If the issue remains unresolved, escalate the case to Tradera via the case page within 10 days.
• We will review your submitted information and make a decision regarding your case.

Klarna's buyer protection

To use Klarna's buyer protection, you need to start the case with Klarna. You will find more information on how to start a case on Klarna's website.

• Find the purchase in the Klarna app or on your account.
• Report a problem with the store.
• You will be prompted to contact the seller, if you have already been in contact with the seller or if they do not respond, mark that you have been in contact with them.
• Tradera is immediately notified about the case and will review it.
• Tradera might need to contact you and request more information about the case.
• We will review your submitted information and make a decision regarding your case.

PayPal Buyer Protection

When paying with PayPal, you need to use their buyer protection. All contact and handling regarding the dispute is handled by PayPal.