Contact Trokazo

The fastest way to sort out an order is the order itself: message the seller in the order chat, and open a dispute if they cannot fix it. For everything else, write to us by email.

Help with an order

Every order has its own chat with the seller. Open the order from your account or your messages to ask about delivery, share details the seller needs, or tell them something is missing. For offers delivered by a partner seller, your messages are passed to them and their replies appear in the same chat.

Keep the conversation and the payment on Trokazo. Deals moved to other apps or payment methods lose buyer protection. A seller who asks you to confirm delivery before you have received the order is breaking the rules: do not confirm, open a dispute instead.

Open a dispute

Disputes are opened from the order page with the Open a dispute button, any time before you confirm delivery. Choose the reason that fits and describe the problem in at least 20 characters. The reasons are:

Seller did not deliver in time.
I did not receive the delivery.
I received only part of the order.
It is not as described.
The account was taken back.
Something else.

While a dispute is open, the payment stays on hold and our team reviews the order and the chat. The outcome is either a refund to you or the payment released to the seller. If you confirm delivery during a dispute, it closes in the seller's favour. The refund policy explains what is covered.

Questions from sellers

Questions about a sale also start from the order: reply in the order chat, and mark the order as delivered once you have handed it over. Your orders are listed under sales in the seller panel.

Identity verification runs through the verification page. Your balance, sale payments on hold and withdrawal requests are on the balance page. Our team reviews every withdrawal request, and you get a notification when it is sent or rejected.

Email

Write from the email address on your Trokazo account, and include your order number if your question is about an order.

legal@trokazo.com for questions about the terms of service, fees, account rules and prohibited items.
privacy@trokazo.com for questions about your data, what is stored and how to remove it.

Never send passwords, account recovery codes or payment card numbers by email. Nobody at Trokazo needs them to help you.

Forgot your password? Request a reset link on the forgot password page and follow the email we send to the address on your account. If you have not confirmed your email yet, the link in the confirmation email finishes the job, and you can ask for a new one after signing in.

A restricted account cannot place orders, publish offers, send messages, top up or withdraw. Questions about account rules and restrictions go to legal@trokazo.com, sent from your account email.

Things you can do yourself

See every order and its status in your account.
Change your name or email, or delete your account, in account settings.
Clear notifications on the notifications page.
Check your balance, held sale payments and withdrawal requests on the balance page.
Pause, edit or delete your offers under your offers.

Answers that might help

Many questions are already answered in how buying works, how selling works, the refund policy, the terms of service and the privacy policy. To learn more about the marketplace itself, read about Trokazo.