TradePongo - FAQ

My Account

If you have forgotten your password, you can reset your password from the following page:
We will then send you an email with a link to reset your password.

Reset your password, but have not yet received an email?
Check your spam/junk mail folder.
If you're using Gmail, also check your Social and Promotions tabs.

If you have forgotten your username, you can send an email reminder to yourself from the following page:

Have you requested your username, but did not receive an email?
Check your spam/junk mail folder.
If you're using Gmail, also check your Social and Promotions tabs.

When you checkout on TradePongo, you will have the opportunity to use your default address, select an address from your address book, or add a new address. Additionally, you can access the same options at any time from the Members Area.

You can update your Primary Address here

Our goal is to ensure that we do not disrupt anyone from using TradePongo. However, in order to protect our community, we may occasionally need to restrict or suspend an account if we're concerned with issues which may negatively impact our members.

In the event that we place a restriction or suspension on your account, we will generally send you an email explaining what happened and what you need to do to have your account reinstated.

If we have placed a restriction or suspension on your account, it's generally for one of the following reasons:

  • Non-payment of orders you've placed (or auctions or offers that you've won)
  • Non-payment of selling fees to TradePongo
  • A compliance issue with our terms and conditions
  • Inability to verify your account information

How to have your account reinstated

First, if you are a Seller, ensure that any outstanding fees are paid. You can make a one-time payment from the Members Area using the "Credit Account" button.

Next, wait for any specific time period specified to pass before contacting us regarding an appeal. Unfortunately, if our email to you has indicated that your account with us is permanently suspended, you will not be able to appeal this decision.

Finally, contact our Support team to request an appeal of your suspension. In general, we'll need to be confident that any issues highlighted to you will not occur again, and any outstanding issues will be resolved.


If you currently sell on ebay, you can use our Sync from Ebay feature to keep your listings on TradePongo and ebay in sync. This includes syncing your current listing from ebay to TradePongo. Additionally, if you sell an item on one platform, it will automatically be removed from the other platform and/or the quantity updated accordingly for listings with multiple quantities.

Items Not Yet Purchased

All Sellers are required to set their shipping costs through the options that we provide. This helps to ensure that buyers can complete their purchases at any time, and ensures a smooth transaction. With this in mind, it is not possible for a Seller to change the shipping cost on an order before a buyer checks out and pays for store items, so it's important that you ensure your shipping costs are setup correctly through the options that we provide.

If you need additional assistance, please contact us.

What if a Buyer Asks for a Lower Shipping Rate?

If a buyer asks you for a lower shipping rate for an order they have not yet placed with you, you can update the individual prices of the items in question, and/or the individual shipping costs on the items in question.
Alternatively, you can also ask that the buyer make an offer on the items in question, which you can then accept to create an unpaid order. Once an unpaid order has been created, the shipping costs can be adjusted per below.

The most common sale created is a basic sale, which will discount your items by a specific percent. For example, you can set up a Basic Sale on a specific category to offer 15% off all listings in that category for one week. To create a basic sale, ie: your items will be displayed as a certain percent off their original price, enter your promotion code (ex: 1234567)" and just select "Percentage Discount" and All Matching Item(s)" for the Promotion Type, and enter in your "Reduction" percent. You can enter which listings your promo code applies to by IDs, or leave it blank if the promo applies to all of your listings.

Once you login, under "Members Profile" select "My Account" and then click on "Account Settings"

While TradePongo is a marketplace, we are not directly involved in any transactions, and all payment is made directly from each buyer to each seller. As a result, as we have no ability to collect payment from any buyers, we do not collect sales tax automatically.

Once you sell a product, and ship it, you need to update the Shipping Information for the purchase, that way the buyer is aware the product is on its way. Under "Members Area", you click on "My Sales" and then update the shipping info for the corresponding sale. It's explained here.