Gumtree Pay now supports shipping with integrated tracking, providing a safer and more secure way to buy and sell Australia-wide. Payment is securely held until the item is delivered and the buyer’s had the chance to inspect it. If something goes wrong, you may be covered by our Protected Shipping policy for eligible transactions.

Find out how it works with this guide.

How it works

For buyers

1. On shipping-applicable items, ask the seller to ship the item to you when arranging payment via Gumtree Pay. If a shipping price is not advertised, confirm the shipping cost with the seller in your conversation.

2. The seller will send you a payment request in your chat which includes the shipping cost. Click on "Pay Seller" to accept the request.
    
    

3. Enter your delivery address and ensure it’s correct before proceeding to payment.
    
    

4. You’ll see the shipping cost as its own line item at checkout. Complete your payment.
    
    

5. The seller has 3 days from payment to ship your item and add tracking.

6. Once the delivery provider marks your item as delivered, you will be prompted in your chat to confirm it has arrived and is as described within 3 days. Click on "Release funds" to release the payment to the seller. Remember to rate your seller to help improve trust & safety on our marketplace!
   
      

7. If something’s wrong with your delivery, click on "Pause payment & lodge dispute" within the 3 day inspection window to raise the issue with us. If no action is taken within this time (or if you click "Release funds") the order will be completed and the payment automatically released to the seller. For full details on eligibility for refunds and our dispute process, read our Protected Shipping Policy for Buyers.
   
    

For sellers

1. When a buyer asks you to ship the item, confirm the shipping price in your conversation with them if it’s not advertised. Then create your payment request in the chat as usual.

2. Select Shipping as the delivery method, then enter the shipping cost and select a delivery provider from the approved list. The buyer will see the shipping cost as a line item at checkout.
   
    

3. Once the buyer pays, you will see the update in your chat. Package your item securely and ship it with the delivery provider you selected.
   
    

4. Enter a valid tracking number within 3 days of payment. In your chat with the buyer, click on "Manage your order" then submit the tracking number to mark the order as shipped. If you don’t mark as shipped within 3 days of payment, the order may be automatically cancelled and the buyer refunded. We’ll remind you before the deadline.
   
    

5. Your payout is released once the buyer confirms the delivery, or automatically after the 3-day inspection window ends. You’ll need to have completed identity and bank verification (KYC) to receive it.

6. If a buyer has raised a dispute, your payment will be paused while we investigate the issue. For full details on what’s eligible for cover and our dispute process, read our Protected Shipping Policy for Sellers.

Frequently asked questions - buying

How do I ask for an item to be shipped?

Message the seller and ask them to ship the item when you’re arranging payment. The seller adds the shipping cost and delivery provider to the payment request they send you - you’ll see the shipping cost at checkout before you pay.

Please note the Make an Offer flow is not currently integrated with shipping. This is coming soon, stay tuned! 

How do I track my item?

The seller must enter tracking within 3 days of your payment. You’ll receive a notification when it’s marked as shipped. You can view the delivery progress by clicking "View full tracking history" on the order summary in your chat.

  

How long do I have to inspect my item?

You have 3 days to inspect and confirm your delivery from when the delivery provider marks it as delivered. During this time, you can complete the order and release the payment to the seller or raise a dispute if there’s an issue with your delivery. 

Is my purchase protected?

If you paid with Gumtree Pay and the item was delivered through the Shipping feature, you may be covered by our Protected Shipping policy for eligible purchases of $1,000 or under. A quick check: your checkout screen should show an itemised shipping cost. If there’s no shipping cost line item, the Shipping feature in Gumtree Pay isn’t being used and Protected Shipping won’t apply. For full eligibility conditions and what is and isn’t covered, read the Protected Shipping Policy for Buyers.

What issues are covered by Protected Shipping? 

If your item does not arrive, is lost in transit, or arrives significantly not as described (e.g. a different colour, damaged, or missing parts), you may be eligible for a refund if your transaction meets the conditions and eligibility criteria laid out in our Protected Shipping Policy for Buyers.

For items that are significantly not as described or arrive damaged, you must raise a dispute with Gumtree within 3 days of confirmed delivery to pause the seller’s payout from being released. If you don’t raise a dispute in this window, your payment is automatically released to the seller and you won’t be able to claim under our Protected Shipping policy. If you need more time, contact Gumtree Customer Support before the window ends - extensions may be granted at Gumtree’s discretion. You will be asked to provide clear photographs of the item as received to assist our investigation. 

For lost in transit claims, you must contact us as soon as possible after the estimated delivery date has passed to allow Gumtree to investigate effectively.

I entered the wrong delivery address. What now?

If the seller has already shipped with valid tracking to the address you gave, contact the delivery provider directly to redirect your parcel. Gumtree can’t guarantee a refund if the tracked shipping shows as delivered to your chosen address but you have not received it, so always double-check your address at checkout.

What happens after I raise a dispute? 

Our customer support team will get in touch within 48 hours to investigate the issue. If the dispute is resolved in your favour, a refund will be issued back to your original payment method. 

How do returns work?

If Gumtree approves a return, you must post the item back within 3 days of approval using a tracked service and share the tracking number with Gumtree. Keep the item in the condition it arrived in until the dispute is resolved. Your refund will only be issued once the seller confirms receipt of the returned item in its original state. For details on refunds and who covers return shipping costs, see the Protected Shipping Policy for Buyers. Note that change of mind isn’t covered - contact your seller directly to discuss options in that case.

Who can see my delivery address?

Your name and delivery address are shared only with the seller and the delivery provider, and only so your item can be shipped and tracked. Sellers aren’t allowed to use your details for anything else.

Frequently asked questions - selling

How do I ship an item with Gumtree Pay?

When a buyer asks you to ship, create your payment request in the chat, enter the shipping cost, and select a delivery provider from the approved list. Once the buyer pays, ship the item with your delivery provider and add the tracking number within 3 days.

Please note the Make an Offer flow is not currently integrated with shipping. If the buyer requests shipping once you have accepted an offer, you will need to create a separate payment request to enter shipping outside of the offer functionality. Stay tuned, we’ll be updating this soon for a more seamless experience. 

What approved delivery providers are available?

We’ve partnered with AfterShip to integrate tracking with delivery providers, including major providers in Australia such as Australia Post, DHL and more. You’ll find the full and current list when creating a payment request. Remember to ship only with a provider selected within the Shipping feature - shipping any other way means the transaction won’t be covered by our Protected Shipping policy.

 

 

What happens if I don’t add tracking in time?

You must enter a valid tracking number within 3 days of payment. If you don’t, the order may be automatically cancelled and the buyer fully refunded. We’ll notify you as the deadline approaches.

What if my item is lost or damaged in transit?

You’re responsible for the item from dispatch until the buyer confirms it’s as described, and Protected Shipping does not cover loss or damage in transit. We strongly recommend arranging shipping insurance for the full value of your item before you ship - see the Protected Shipping Policy for Sellers for details.

When do I get paid?

Once the buyer confirms the item is as described, or automatically when the 3-day inspection window ends without a dispute. Funds usually reach your bank account within 3–5 business days. 

Important: You must have completed identity and bank verification (KYC) first with Gumtree Pay to receive your payout - we recommend doing this before your first sale. You can learn more about the verification process here. 

What happens if the buyer raises a dispute?

Your payout is paused while Gumtree investigates. We will get in touch within 48 hours. 

Your listing photos are the primary evidence of the item’s condition, so clear, accurate photos protect you. See the Protected Shipping Policy for Sellers for how disputes and returns are handled.

Which items can be shipped?

Shipping is available in selected categories only, and some item types aren’t covered by the Protected Shipping policies. See the Protected Shipping Policy for Sellers for the full list of excluded categories and items.

Need more help?

Read the full Shipping Terms and our Protected Shipping Policy, or contact our support team via the Help Centre.