Gumtree Pay with Protected Shipping Policy for Sellers

Effective Date: June 2026

Issued by: Gumtree AU Pty Ltd (ABN 33 616 996 840) and its related bodies corporate (referred to as “Gumtree”, "we", "us", or "our")

Sell with confidence and security. When you sell using Gumtree Pay and ship using an approved delivery provider selected from the Shipping feature within Gumtree Pay, you may be eligible for protection under our Gumtree Pay with Protected Shipping policy (see eligibility conditions below). 

Your Agreement with Gumtree: This policy forms part of your agreement with Gumtree, which also includes Gumtree’s Terms of Use, Shipping Terms and Privacy Policy. In the event of any inconsistency between this policy and Gumtree’s Shipping Terms, this policy prevails. Capitalised terms not defined in this policy have the meaning given in Gumtree’s Shipping Terms or Terms of Use.

What is Covered

• Secure Fund Handling: Gumtree holds buyer funds securely while your item is shipped and until the buyer has confirmed it to be as described in the listing; or after the 3-day inspection window expires. If the buyer raises a dispute within the 3-day inspection window, your payout will be paused while Gumtree investigates.

• Dispute Defence: For all items shipped using the Gumtree Pay Shipping feature with valid tracking, Gumtree will provide proof of fulfilment to assist sellers in disputing chargebacks where the dispute relates to non-delivery. However, Gumtree cannot guarantee that chargebacks involving claims of unauthorised payment (e.g., stolen payment credentials) will be resolved in the seller's favour, as these are determined by the card issuer or payment provider.

• Protection Against False Claims: If a buyer claims an item is significantly not as described but Gumtree's evaluation of photograph(s) and the original listing shows the claim is false, the payout will be released to you.

• Address Liability: If a buyer provides an incorrect address and you have already shipped the item with valid tracking to the address provided, the seller’s payout will not be withheld on this basis.

• Items sold for $1,000 or less.

How It Works

• The buyer has 3 days to inspect your item:

• Once the shipping provider marks your item as "delivered," the buyer has 3 days to inspect it and confirm it has arrived and is as described. 

• If the buyer does not raise a dispute within this 3-day period, your payout will be automatically released to you.

• The buyer may be entitled to an extension of time if they contact Gumtree Customer Support before the 3-day window expires. Extensions are granted at Gumtree's discretion.

• Resolution (whilst funds are frozen): If the buyer raises a dispute within the 3-day timeframe, Gumtree may require the buyer to contact you directly first to find a solution (such as a return or partial refund). Alternatively, Gumtree may liaise with you on the buyer’s behalf to make a determination. Where Gumtree intervenes, Gumtree may, in its discretion, offer a partial refund as a resolution, which both parties may be required to accept. Gumtree will aim to resolve all disputes within 30 days of the dispute being raised, but may extend this timeframe in exceptional circumstances.

• Resolution (after the funds have been released): Once funds have been transferred to you, the buyer will be unable to rely on the Gumtree Pay with Protected Shipping policy, but the buyer may still have rights against you under the Australian Consumer Law, including consumer guarantees that cannot be excluded by law, particularly if you are ‘in trade’. 

Your Obligations to Remain Covered

To be eligible for protection, sellers must comply with the below criteria.

• Use Approved Delivery Providers: 

You must ship only through supported delivery providers listed within the Shipping feature in Gumtree Pay, and you must complete the steps set out in the Shipping feature. A current list of approved delivery providers is available within the Gumtree Pay Shipping feature. Shipping through a different provider, or using a supported provider outside of the Shipping feature, will result in loss of all buyer and seller protections under this policy.

• Provide Valid Tracking:

• You must enter a valid tracking link on the Gumtree platform within 3 days of payment. Failure to do so may result in automatic cancellation of your order and a full refund to the buyer.

• You will be notified by Gumtree if your order is approaching the cancellation deadline.

• When entering your tracking ID, you must confirm that the tracking ID relates to this specific order and accurately reflects the item shipped to the buyer.

• If your item is not delivered, you will be required to comply with Gumtree’s instructions, otherwise Gumtree may facilitate a refund to the buyer. 

• Accuracy of Listings and photographs: 

Always create accurate listings, ensuring the listing description and photographs match the item exactly. At least one photograph of the item must be included in your listing where you have enabled the Shipping feature within Gumtree Pay. 

Important: Your listing photographs will be used as the primary evidence of the item's described condition in the event of a dispute. Please ensure your photographs are clear, accurate, and show all relevant features and any known defects of the item. Your eligibility for seller protection may be reduced or removed if no photographs were included in the listing at the time of sale.

• Your obligations as a seller are also set out in Gumtree’s Shipping Terms. You should read the Shipping Terms carefully before selling your item. Failure to comply with your obligations under the Shipping Terms may affect your eligibility for protection under this policy.

Returns and Refunds

• Return Shipping Costs:

• Gumtree Pay with Protected Shipping will not apply if the buyer changes their mind. The buyer may contact you directly to discuss and it is up to your discretion to accept the return in this scenario.

• If an item is found to be significantly not as described, Gumtree may contact you and may require you to pay for, or reimburse the buyer for, the cost of return shipping required for the item to be returned. You should arrange return postage for the buyer or provide a prepaid return label. If you are unable or unwilling to cover the cost of return shipping, this will be taken into account in Gumtree's refund determination and the buyer may be refunded without requiring the item to be returned.      

• Returns Process:

• If Gumtree approves a return, the buyer has 3 days to dispatch the returned item. If the buyer fails to dispatch within this period, you can expect that the dispute will be closed and your payout will be released. Gumtree may extend this period at its discretion where the buyer contacts Gumtree with a reasonable explanation.

• If your package has not returned within the expected timeframe, please contact Gumtree Support. 

• Once you receive the returned item you must assess the condition of the returned item against photographs provided by the buyer at the time of lodging the dispute. You must act reasonably and in good faith when assessing the condition of the returned item. If you identify a condition issue with the returned item that is inconsistent with the buyer's original complaint, you must notify Gumtree Customer Support within 3 days of receipt and provide photographic evidence of the condition issue.

• If a returned item arrives in a condition inconsistent with the buyer's original complaint, Gumtree may, in its discretion, adjust the refund accordingly.

• In exceptional circumstances (for example, where you have clearly sent a damaged or unusable item     ), Gumtree may, in its discretion, issue a refund to the buyer without requiring the return of the item.

Important Limitations

• Transit Loss not covered: Gumtree Pay with Protected Shipping does not cover loss of, or damage to, items during transit. Sellers who do not obtain adequate shipping insurance bear this risk entirely. See "Shipping Insurance" above.

• Not an insurance policy: Gumtree Pay with Protected Shipping is not an insurance policy, a warranty, or a guarantee. Gumtree has sole discretion to decide whether a transaction is granted protection  under Gumtree Pay with Protected Shipping and Gumtree reserves the right to change, suspend, or discontinue the programme at any time, for any reason. Gumtree will exercise its discretion under this policy reasonably and in good faith, having regard to the evidence provided by both parties. Gumtree will provide reasons for any adverse determination where reasonably practicable. 

• Transaction Value Limit: Gumtree Pay with Protected Shipping applies to transactions up to a maximum value of AUD $1,000. Sellers of items above this value should be aware that the seller and buyer protection cover does not apply to those items. Instead, if there is an eligible issue with an item, Gumtree will use its best endeavours to assist both parties in resolving any dispute (which may include facilitating a refund to the buyer) but cannot guarantee any particular outcome, subject to any applicable Australian Consumer Law obligations. The seller must still comply with its obligations under this policy regardless of transaction value.

• Programme changes: Where Gumtree makes changes to this policy that are adverse to you, Gumtree will provide you with at least 30 days' written notice before those changes take effect in relation to future transactions. Changes will not affect transactions already in progress at the time notice is given.

• KYC: Your payout cannot be released until you have completed identity and bank verification (KYC) in accordance with Gumtree’s Terms of Use. We encourage you to complete this process before sending your first payment request. 

• Excluded Categories: Gumtree Pay with Protected Shipping is only available for items listed in categories in which the ‘Shipping’ feature has been enabled. Without limiting the foregoing, Gumtree Pay with Protected Shipping is not available for the following types of items: