Trustap レビュー 115

Trustap からの回答

2025年12月18日

Hi Consumer,

Thank you for the 4 star review. We are delighted to hear that everything arrived quickly and that you had a positive experience.

It is perfectly natural to feel a bit of caution when navigating online transactions. In fact, providing a solution to that uncertainty is the very core of our mission at Trustap. We serve as a secure layer of protection for both parties, ensuring that every purchase is backed by comprehensive buyer protection.

Our platform exists to turn that initial hesitation into total peace of mind by holding funds securely until the transaction is successfully completed. We are glad we could provide you with a safe environment for your purchase and we look forward to protecting your future transactions as well.

Best regards,
The Trustap Team

Trustap からの回答

2025年11月3日 に更新

Dear Andrew,

We sincerely apologise for the frustration and distress you've experienced. This is absolutely not the experience we want any of our users to have, and we deeply regret that you felt unsupported during this process.

Trustap's mission is to prevent scams and provide genuine buyer and seller protection—not to enable fraud. We exist to help people like you conduct safer transactions, and we take your concerns very seriously.

Regarding your specific case: Our system sends an individual email for each transaction with a dedicated link to file a complaint. Our records show that you had 10 transactions, but a complaint was filed for only one of them through the email link provided. According to our Terms of Service, when no complaint is filed within the specified timeframe, the system automatically releases funds to the seller. We understand this may not have been clear, especially when dealing with multiple related transactions.

That said, we want to make this right. Our team is actively investigating your case and will be reaching out to you directly to provide support. Please keep a close eye on the email address associated with your transactions, as we are committed to working with you toward a resolution.

Your feedback has also highlighted an important gap in our communication process. We will be reviewing how we handle cases where users have multiple transactions related to the same complaint, as we recognise this is a rare but critical scenario that requires clearer guidance and better support.

We truly appreciate you taking the time to share your experience, and we are committed to earning back your trust.

Warm regards,
The Trustap Team

Trustap からの回答

2025年9月29日

Hi Orhan Uzdu,

Thank you for the fantastic 5-star review! We absolutely love the enthusiasm.

Our entire goal is to make the payment and transaction process so seamless and secure that it empowers our partners to focus on their own business. Hearing such energetic and positive feedback lets us know we're hitting that mark.

We are delighted to have you as a partner and are committed to continuing to provide a 'super' experience for you. Thanks again for your support!

Best regards,

The Trustap Team

Trustap からの回答

2025年9月18日

Dear Thijs Roelofs,

Thank you for the outstanding 5-star review! We are so proud to be your partner.

Hearing that our Merchant of Record service has "completely transformed" how you grow your business is the best possible feedback we could receive. This is precisely the impact we aim to create for our partners.

Our mission is to streamline the entire transaction process from start to finish, removing the burden of hidden fees and operational hurdles. This allows you to focus your energy where it matters most—on innovation and your customers. Making international expansion "simple and hassle-free" by managing the legal complexities is a challenge we are passionate about solving.

Seeing you thrive is a testament to what a great partnership can achieve. We are incredibly excited to continue this journey with you and support your ongoing global expansion.

Warm regards,

The Trustap Team

Trustap からの回答

2025年9月17日

Thank you, Paolo, for this amazing 5-star review and for being such a valued partner.

We are absolutely thrilled to hear that using Trustap as your Merchant of Record has been a "game changer" for your business. Your words perfectly capture our core mission: to empower businesses like yours to scale effectively.

By managing the entire end-to-end transaction process, our goal is to absorb the complexities—eliminating hidden fees and navigating the legal headaches of international expansion—so you can focus on what you do best: growing your business.

Your success is the ultimate measure of our success, and we're proud to be part of your journey. We're excited to continue supporting your growth and look forward to a long and successful partnership ahead.

Warm regards,

The Trustap Team

Trustap からの回答

2025年8月19日

Hi Rens,

Thank you so much for the fantastic 5-star review and your kind words.

The feeling is mutual; we are absolutely delighted to have you as a partner. Partners like you, who use our plugin to build trust and make transactions safer for everyone, are at the very heart of what we aim to achieve.

We're proud to support your platform and wish you continued success. Here's to a long and prosperous partnership!

Best regards,

The Trustap Team

Trustap からの回答

2025年8月14日

Dear G Norton,

We were concerned to read your review and we understand how upsetting it must feel to lose money in a transaction. We take such matters extremely seriously and want to clarify the situation for both you and the Trustpilot community.

From the information you’ve provided, it appears your transaction was not conducted directly through Trustap, but instead via EpicNPC, one of our partners who uses our technology to process transactions on their own marketplace. In these cases, Trustap’s role is limited to providing secure payment processing, KYC verification, and moving funds from buyer to seller (or vice versa) on the instructions of the partner platform, EpicNPC.

Importantly, for transactions made through EpicNPC, they have full administrative control over dispute handling, release of funds, and application of their own Terms of Service. If EpicNPC decides—based on their policies and dispute resolution process—that a refund should be issued, we are contractually obliged to follow their instructions. We cannot override these decisions, as they are the governing party for transactions on their platform.

We are already in contact with EpicNPC regarding your case, but we also strongly recommend you engage directly with their support team to discuss the decision and any potential for appeal. If your transaction had been made directly through Trustap (outside of a partner platform), we would have been able to investigate the dispute in line with our own Terms of Service and provide you with a more definitive resolution from our side.

We want to reassure you—and anyone reading—that Trustap is not a marketplace, does not sell goods or services, and does not make unilateral decisions about who should be paid in disputes arising from partner transactions. Our job is to securely manage the movement of funds in line with the instructions of the platform where the transaction took place, in this case, EpicNPC.


Sincerely,
The Trustap Team

Trustap からの回答

2025年8月14日

Dear SnagxPF,

Thank you for taking the time to leave your feedback. We were very concerned to read your review, as a claim of "horrible customer service" is something we take extremely seriously. Providing responsive, effective, and professional support is a cornerstone of our service, and we are disappointed to hear that this was not the experience you feel you had.

We immediately attempted to investigate your case to understand what happened. However, due to the anonymous nature of the review and the lack of specific details, we've been unable to locate any corresponding transaction or support ticket under your alias. We understand that Trustpilot also requested further information, which was not provided, leaving us unable to identify the issue you encountered.

Our Commitment to Service
We are committed to continuous improvement, but actionable feedback is essential for us to identify and fix any potential issues. Vague comments, unfortunately, do not give our team the information needed to investigate or make things right.

For context, our dedicated support team operates 24/7 with an average response time of one hour. We are a regulated fintech company, and for the security and privacy of all our users, we must verify the identity of anyone we assist. This is why we handle all account-specific matters through official channels, never through public forums.

How We Can Help You
To allow us to properly investigate and address your concerns, we sincerely ask you to contact our support team directly at support@trustap.com. Please be sure to use the email address associated with your Trustap account so we can securely locate your information and provide you with the support you need.

We are confident that once you reach out through the proper channel, our team can address your issue promptly and professionally.

Sincerely,

The Trustap Team

Trustap からの回答

2025年8月21日

(Risposta in Italiano)

Gentile Caterina,

Siamo spiacenti di leggere la sua recensione e del problema che ha riscontrato. Prendiamo molto sul serio feedback come il suo.

La sua principale lamentela riguarda l'impossibilità di creare un account. Tuttavia, dopo un'attenta verifica, non siamo riusciti a trovare alcun tentativo di registrazione o transazione associata al nome o all'indirizzo email che ha fornito a Trustpilot.

Desideriamo chiarire che su Trustap.com e tramite la nostra app, la creazione di un account è un processo standard e disponibile per tutti. Siamo una piattaforma per la gestione sicura delle transazioni per e-commerce e marketplace, e offriamo ai nostri utenti la flessibilità di creare un account o di effettuare transazioni come ospite ("guest").

È possibile che la sua recensione fosse destinata a un'altra azienda o a uno dei partner che utilizza il nostro sistema di pagamento.

Se desidera creare un account con Trustap o se ha bisogno di assistenza, la invitiamo a contattare direttamente il nostro team di supporto all'indirizzo support@trustap.com. Saremo più che felici di guidarla attraverso il processo.

Cordiali saluti,

Il Team di Trustap

(English Response)

Dear Caterina,

We are sorry to read your review and learn about the frustration you experienced. We take feedback like this very seriously.

Your main concern appears to be the inability to create an account. After a thorough check, we have been unable to locate any registration attempt or transaction associated with the name or email you provided to Trustpilot.

We wish to clarify that creating an account on Trustap.com and through our app is a standard and straightforward feature available to everyone. As a transaction management platform for e-commerce, marketplaces, and individuals, we provide our users with the flexibility to either create a full account or transact securely as a guest.

Given that we cannot find any record of you in our system, it is possible that your review was intended for a different company, or perhaps for one of our partners who uses our payment processing services.

If you would indeed like to create an account with Trustap and need guidance, or if you believe there has been a misunderstanding, please contact our support team directly at support@trustap.com. We would be more than happy to guide you through the simple process.

Sincerely,

The Trustap Team

Trustap からの回答

2025年6月9日

Hi Ashleytheheart,

You are very, very welcome! And thank you so much for taking the time to leave us this fantastic 5-star review.

Knowing we were able to provide a positive and satisfactory experience for you is the best feedback our team can receive.

We appreciate your kindness and look forward to assisting you again in the future!

Best regards,

The Trustap Team

Trustap からの回答

2025年5月21日

Hi Hamster Cult,

Thank you so much for the fantastic 5-star review and for sharing your experience!

It’s especially rewarding to hear that your friend recommended us – word-of-mouth is the highest compliment, and it tells us we're on the right track in building a platform people trust and value enough to share with others.

We're thrilled you consider us 'the best store' and 'love it'! We work hard to create a straightforward and reliable experience. Knowing that you found 'everything was shown' and appreciated the clarity is wonderful feedback. We believe that transparency is key to a secure and positive transaction, and our platform is designed to ensure all parties have visibility and peace of mind from start to finish.

We're so glad you had a 'very good' experience and look forward to providing you with that same level of excellent service, clear information, and secure transactions whenever you use Trustap!

Warm regards,

The Trustap Team

Trustap からの回答

2025年5月20日

Wow! Thank you so much for this fantastic 5-star review!

Hearing that we're the "Best hands down" truly makes our day! We're absolutely delighted that you found the process "quicker then quick n flawless." That's exactly the kind of seamless and efficient experience we work hard to deliver for every user.

Our team is dedicated to ensuring every transaction is as smooth and swift as possible, and it's incredibly rewarding to know we hit the mark for you.

Thanks again for choosing Trustap and for taking the time to share your positive feedback! We look forward to assisting you again in the future.

Best regards,

The Trustap Team

Trustap からの回答

2025年5月28日

Dear Brandon,

We're sorry to hear you "didn’t receive anything" and are "having some major problems." We understand how frustrating this must be, and we take such reports very seriously.

Unfortunately, your review is quite vague, and we understand from Trustpilot that further identifying details were not provided when they were requested. This makes it impossible for us to locate any specific transaction or account related to your comment through this platform.

Trustap is a secure payment platform that facilitates transactions between buyers and sellers. It's possible your issue might be related to a purchase made from one of our clients who uses our payment plugin gateway on their e-commerce store, rather than with Trustap directly as the provider of the goods or services.

To help us understand the situation and see how we might be able to assist (for instance, through our buyer protection services, if your transaction is eligible), we strongly encourage you to contact our dedicated support team directly.

Please email us at support@trustap.com with specific details of your situation. This could include:

The name of the seller or website where you expected to receive something.
The date of the transaction.
Any transaction IDs or reference numbers you might have.
The email address you used for the transaction.
Once we have this information, we can investigate properly and provide the best possible support to help resolve your issue. We are committed to helping facilitate a fair resolution for transactions processed through our platform.

We look forward to hearing from you directly so we can look into this matter for you.

Sincerely,

The Trustap Team

Trustap からの回答

2025年5月12日

Dear Motivation Path,

Thank you for taking the time to share your feedback on Trustpilot. We were concerned to read about the negative experience you described with our platform.

We take all customer feedback seriously and have attempted to investigate the issues you raised regarding a lack of response and website bugs. However, we encountered difficulty in locating any specific transaction or support history associated with your review. We understand your review was posted under an alias, and Trustpilot informed us that identifying details were not provided when they requested them, which prevents us from investigating your specific case thoroughly through this channel.

Regarding our support responsiveness, we want to assure you and the Trustpilot community that our customer support team operates 24/7, striving to maintain an average response time of approximately one hour. We have reviewed our support logs and do not currently have any unanswered tickets that match the timeframe or nature of your complaint.

Concerning platform stability, Trustap processes over 10,000 transactions daily across our website, app, and plugin. We continuously monitor our systems and have not identified any widespread bugs or issues corresponding to your description. Sometimes, difficulties experienced can stem from specific account configurations or misunderstandings related to our terms of service.

As a regulated financial technology company, we operate under strict compliance and security protocols (including KYC/AML regulations) to protect both our users and our business. This requires users to provide accurate personal information and select the correct country of operation during registration. Using aliases or providing incorrect information, such as selecting a country where we may not currently offer certain services (for example, we do not currently support sellers based in Jordan), can unfortunately lead to operational difficulties, particularly concerning payouts, as it conflicts with our mandatory regulatory obligations and terms of service.

We strongly encourage you to reach out to our dedicated support team directly via email at support@trustap.com. To allow us to assist you effectively and address your specific concerns, please ensure you contact us using the email address officially registered with your Trustap account. For security and data privacy reasons, we cannot discuss account-specific details or provide support via public forums or through emails not linked to an existing account.

We are confident that our support team can clarify any misunderstandings or address any genuine issues you may be facing once you contact them through the correct channel with the necessary verifiable information. We are committed to providing a secure and reliable service for all our users.

Sincerely,

The Trustap Team

Trustap からの回答

2025年5月6日 に更新

Hi Dave,

Oh, this is music to our ears! It's fantastic to hear that Trustap is working so well for your marketplace community. Knowing that our transaction handling is running smoothly for you and that our support team is hitting the mark with their speed and responsiveness makes our day here in Cork!

We understand how crucial seamless transactions and reliable support are for a thriving marketplace community, and we're thrilled that Trustap is delivering on both fronts for you. It’s always rewarding to see how a well-structured approach to managing payments can really empower online communities and foster trust among their members.

Thank you so much for the recommendation! It truly means the world to us. We're committed to continuing to provide that top-notch service and support to help your community flourish. If there's ever anything more we can do to streamline your transaction processes or enhance the experience for your users, please don't hesitate to reach out!

Trustap Support Team.

Trustap からの回答

2025年5月6日

Dear Baomix Team,

This is absolutely fantastic feedback! We're so thrilled to hear that Trustap has been such a reliable and satisfying payment gateway for biologiquement.shop, especially for securely processing Visa and Mastercard payments.

It warms our hearts to know that you've found our platform easy to integrate and, most importantly, that our customer service has stood out. A massive thank you for the special mention of Jonny! We're incredibly proud of his responsiveness, professionalism, and proactive approach. It's wonderful to hear that his support has made a real difference and that you feel his genuine care for your success as a merchant. We believe that having a human touch when it comes to support is paramount in building strong partnerships for businesses looking for reliable payment solutions.

We'll be sure to pass on your kind words to Jonny and the entire Trustap team. We all strive for that speed, clarity, and efficiency you mentioned, as we understand how crucial a dependable and supportive infrastructure is for online businesses looking for a seamless way to handle their transactions and focus on growth. For any e-commerce platform seeking a straightforward and secure method to manage their customer payments, we're here to help.

Thank you wholeheartedly for recommending Trustap as a secure, user-friendly, and human-centred payment solution. We aim to be more than just a gateway; we want to be a trusted partner that businesses like yours can truly count on for all their payment processing needs.

Best regards,

Trustap Support Team

Trustap からの回答

2025年5月1日

Dear Toby,

This is absolutely brilliant to hear! We're so happy that Trustap has been a great experience for you right from the start. Our team truly prides itself on being supportive, friendly, and understanding, especially when it comes to the dynamic world of startups.

We're particularly delighted that Eamonn made such a positive impact during your integration process. Your kind words about his patience and willingness to help mean a lot to us, and we'll be sure to share this fantastic shout-out with him!

It's fantastic to know that you found our platform robust and the integration process smooth, thanks to our documentation and responsive support. We aim to make it as easy as possible to build secure and trustworthy transactions into any platform, and your feedback confirms we're on the right track.

Thank you so much for the high recommendation! It's incredibly rewarding to know we've been a valuable partner in building trust and security into your platform.

Trustap Support Team,