Something went wrong — start here

Whatever's gone wrong with your CrankMart order, this page is the front door. Pick the situation that matches yours.

My item hasn't arrived

If it's been less than 5 business days since the seller marked it as shipped, give the courier a chance — delays happen and most parcels arrive within that window.

If it's been 5+ business days with no movement, raise a dispute below. Don't confirm you've received it. If the seller marks it delivered anyway, click "SUBMIT ISSUE" in TradeSafe's email.

My item arrived damaged

1. Take photos immediately — packaging + the damage. Keep all packaging.
2. Do NOT click "YES, THANK YOU" in TradeSafe's email — click "SUBMIT ISSUE" instead.
3. Message the seller through CrankMart with the photos and ask whether they want to refund, replace, or partial-refund.
4. If the seller stops responding within 48 hours, raise a dispute.

An open issue stops TradeSafe releasing the funds until it is resolved, so your money stays safe.

The item is significantly different from the listing

"Significantly different" means: wrong model, wrong frame size, missing components mentioned in the listing, undisclosed damage.

Cosmetic differences you could have asked about before buying don't count — always request extra photos if anything's unclear at listing time.

If it is significantly different: do NOT click "YES, THANK YOU" — click "SUBMIT ISSUE" in TradeSafe's email, message the seller, and if no resolution within 48 hours, raise a dispute.

The seller has stopped responding

If you've messaged them and they haven't replied within 48 hours:

• Check their last-active timestamp on their seller profile (some people travel, get sick, life happens)
• If still nothing after 5 days, raise a dispute

If the seller never shipped: the dispute will result in a full refund.

I changed my mind / I want to cancel

Not paid yet? Use Cancel order on your order page.

If you've paid and the seller hasn't shipped yet: email support@crankmart.com with your order number; support arranges the refund through TradeSafe. Let the seller know too, so they don't ship.

If the seller has shipped, it depends on who the seller is:

• A private individual: a private sale generally isn't covered by the Consumer Protection Act's return rights or the 7-day cooling-off right in the Electronic Communications and Transactions Act (ECTA), so you're committed to the purchase. If the item isn't as described, click "SUBMIT ISSUE" in TradeSafe's email instead of accepting it.
• A shop (a business selling on CrankMart): you can cancel within 7 days of receiving the item without giving a reason (ECTA section 44), unless it was made or personalised to your order. The only cost you carry is the direct cost of sending it back, and the shop must refund you within 30 days of cancelling. If goods from a shop are defective, you can return them within six months under the Consumer Protection Act, at the shop's cost, and choose a repair, replacement or refund. Contact the shop first, then support@crankmart.com if it isn't resolved.

See Returns and cooling-off in our Terms for the full wording.

Lesson: message the seller with all your questions BEFORE clicking Buy Now.

I think this listing is a scam

Use the Report button on the listing page or email support@crankmart.com with the listing URL and what raised the flag. We aim to reply within one working day.

For your safety: do NOT pay outside the CrankMart / TradeSafe flow. If a "seller" asks you to EFT directly, that's the #1 scam pattern — block them and report.

Raising a dispute

To open a formal dispute:

• After delivery is confirmed: click "SUBMIT ISSUE" in TradeSafe's email (from support@tradesafe.co.za). That stops the release.
• Before that (item never arrived, seller not responding): email support@crankmart.com with your order number and what's gone wrong — be specific, attach photos if relevant.

What happens next:

• "SUBMIT ISSUE" stops TradeSafe releasing the funds; for an email to support, we contact TradeSafe to hold them
• Both parties get notified
• We reply within one business day and aim to resolve most disputes within a few business days, depending on how quickly both parties respond
• CrankMart mediates first-line; unresolved disputes are settled by TradeSafe

You can withdraw a dispute any time if it gets resolved between you and the seller directly.

What dispute resolution can't do

• Force a seller to do something physically impossible (e.g. find a part that's been damaged in shipping)
• Override a CPA / law-based exclusion
• Refund items that have been modified, or damaged through misuse after delivery (your statutory rights against a shop are not affected)
• Help with off-platform transactions

This is why we keep saying: pay through CrankMart, don't do an EFT outside. Off-platform = no protection.

Still stuck? Talk to a human

Email support@crankmart.com with your order number (shown on your order and in our emails). We reply within one business day.