When do funds release to the seller?
Once the item arrives, TradeSafe emails you to accept it — funds release when you click. Otherwise they auto-release when the inspection window ends.
The whole point of escrow is that the seller doesn't get paid until you've received your item. Here's the exact timeline — it works the same whether the item ships to you or you collect it in person.
How it works
Your payment is held by TradeSafe, an independent escrow service. Not CrankMart.
- The seller ships the item (or gets it ready for you to collect) and marks the order shipped.
- When you have it, tap "I've received it" (or "I've collected it") on your order page. The seller can also mark the order delivered (or collected), so a buyer who goes quiet can't hold up payment forever.
- That tells TradeSafe the item has arrived. TradeSafe emails you and opens its inspection window (TradeSafe's email shows when it ends).
- Clicking "YES, THANK YOU" in that email releases the payment to the seller. If you raise no issue before the window ends, TradeSafe releases it automatically.
The escrow timeline
| Stage | Order status | Where the money is |
|---|---|---|
| You pay | "Awaiting payment" | On its way to TradeSafe |
| Payment confirms | "Paid — in escrow" | In TradeSafe escrow |
| Seller ships (or makes it ready) | "Shipped — in transit" / "Ready for collection" | Still in escrow |
| You confirm you have it (or the seller does) | "Delivered — inspecting" / "Collected — inspecting" | Still in escrow; inspection window open |
| You click YES, or the window ends | "Complete — released" | Released to the seller; the bank payout follows |
The TradeSafe email — what to look for
After delivery is confirmed, TradeSafe emails you from support@tradesafe.co.za. It has two buttons:
- YES, THANK YOU (green) — releases funds to the seller. Click this when you have your item and you're happy.
- SUBMIT ISSUE (red) — opens a dispute. Use this if the item doesn't match the listing, hasn't arrived, or anything else is wrong.
If you can't find the email, check your spam folder or wait a few minutes.
If the seller marked the order delivered but you haven't got the item, click SUBMIT ISSUE — don't click YES.
How long does the bank payout take?
After release:
- TradeSafe → seller's bank: 1-3 business days (standard SA EFT)
- We email you both: the seller that their payment is on its way, you that the order is complete
Can I get my money back before release?
If the item hasn't been sent or made ready — yes. Email support@crankmart.com with your order number; support arranges the refund through TradeSafe.
If the item has shipped but hasn't arrived — wait for it, then confirm on your order page once you have it. If it never arrives, email support@crankmart.com with your order number.
If it's already been released to the seller — for a private-seller sale, that's when the sale is final. If you bought from a registered shop, your consumer-law rights (returns, defective goods, and cooling-off for online purchases where applicable) still apply. Use the dispute hub only for issues raised before release.