Trust and safety

How you are protected

Three protections apply to a shipped purchase: you pay nothing before delivery; you can refuse, in front of the courier, an item that doesn’t match the listing when the carrier allows opening; and you have 48 hours after receipt to report a problem. If the problem is confirmed, you get back the price, shipping and Trokido fees. Covered cases and exclusions are detailed on the Buyer protection page.

How cash on delivery works

• You order: nothing is charged. The summary shows the exact amount to have ready.
• The seller drops off the parcel: within 5 working days. You receive the tracking number.
• The courier rings: you check the parcel, and open it in front of them when the carrier allows it.
• You pay in cash: the amount of your order, not a dirham more. A carrier doesn’t ask you for any code; a Trokido courier asks you, face to face, for the 4-digit code shown in your app.

Six scams to recognise

• The fake courier asking for a code. The sign: someone claims to be a courier and asks you for “the code you received by email” to hand over or collect a parcel. Your reflex: never give a code received by email, by message or by phone. Only two codes are shown, in person: the 6-digit handover code, to the seller, after you’ve seen and paid for the item; the 4-digit delivery code, to the Trokido courier standing in front of you with the parcel.
• Payment before shipping. The sign: the seller asks for a bank transfer, a money transfer or a branch deposit “to reserve” or “for shipping costs”. Your reflex: refuse. A shipped purchase is paid to the courier, on delivery. Tap “Report” in the conversation.
• The link to another messaging app. The sign: “Write to me elsewhere, it’s faster.” A number written with spaces, letters or emojis to get past the masking. Your reflex: stay in Trokido messages: in a dispute, they are the proof. Outside Trokido, there is no protection.
• The fake transfer receipt. The sign: at an in-person handover, the buyer shows you a screenshot of a transfer “already sent” on their phone. Your reflex: check the money has arrived in your own banking app, or take cash. Only enter their code after that.
• The recent iPhone at a very low price. The sign: this year’s phone sold at half its usual price, a seller in a hurry, few photos. Your reflex: ask for the IMEI and a photo of the screen switched on in the settings. Prefer an in-person handover in a public place, checking the IMEI and that the account is signed out.
• The advance for a car or housing. The sign: a flat too good for its price, an owner “abroad”, a deposit requested to secure the visit. Your reflex: no payment before you’ve visited or seen the vehicle. A request for an advance triggers a warning in the messages: report it.

What Trokido does behind the scenes

• Phone numbers, email addresses and links to other messaging apps are hidden in listings and messages; the recipient reads “[hidden]”. Three maskings in 24 hours restrict the sender’s messages for 24 hours.
• Only links to trokido.com are clickable in a conversation. Others are shown as text, labelled “Unverified external link”.
• A photo already seen on another account or elsewhere on the web blocks a housing listing and sends it for review.
• A recent phone at an abnormally low price goes to human review before publication.
• A new account linked to a banned account (same device, same payout method, same ID document) is blocked.
• The “Identity verified” badge only appears after a person on the team has checked the national ID card and a selfie.

What Trokido will never ask you for

Your password. A code received by email. A payment by bank transfer, money transfer or card outside an order. A photo of your bank card.

The only official account in messages is called “Trokido” and has an official badge. Any username resembling “trokido” or “تروكيدو” is reserved: no other account can take it.

Reporting a member, a listing or a message

Every listing, profile, message, review and video has a “Report” button (flag icon). Choose a reason; add a sentence if you want. The reported member doesn’t know who reported them. You follow the decision in your account, under My reports. Each decision states which rule is involved and until when it can be appealed.

Meeting safely

For an in-person handover: a public place, in daytime, with someone if possible, a relative informed, little cash on you.

• A public, well-lit place: a café, a station hall, a shopping centre gallery, a petrol station. The app suggests public places in your city and Point Trokido shops, with their opening hours. For a first meeting, never meet at either person’s home.
• In daytime: aim for a time before nightfall. During Ramadan, many meetings happen after ftour: then choose a lively spot, an open shopping arcade, a busy square.
• With someone if possible: come as two, especially for a phone, a computer or a large sum. It’s a common precaution, not a lack of trust.
• A relative informed: in the app, add one or more trusted contacts. On the day of the meeting, you can share your location with them during the meeting.
• Little cash on you: bring the exact agreed amount, no more. If you pay by instant transfer, the seller checks the money has arrived in their own banking app, never on a screenshot.

What the handover code does

When the meeting is confirmed, the buyer receives a 6-digit code, visible only on their side, behind the “Show my code” button. They can also present a QR code that the seller scans.

The code means the item is accepted. The buyer only gives it after examining the item and paying. The seller enters it: the sale is recorded, the listing switches to “Sold”, and each person can leave a review for 14 days.

If the item doesn’t match, the buyer taps “Cancel on the spot”, chooses a reason and takes a photo. No fees, the listing becomes available again.

At launch, the buyer pays the seller directly, in cash or by instant transfer from their banking app. Trokido doesn’t touch this money and takes no fee on an in-person handover. No deposit, no advance: a message asking for one (“avance”, “acompte”, “عربون”, “tsbiq”) triggers a warning in the conversation.

If something goes wrong

• The other person doesn’t show up: 15 minutes after the time, if you tapped “I’ve arrived”, you can report their absence. Repeated no-shows restrict their account.
• The item doesn’t match: “Cancel on the spot”, reason and photo.
• You feel in danger: leave, then use the “Alert” button on the meeting screen; it notifies your trusted contacts at the same time, with your location.
• Afterwards, you discover a fraud: report the member from the conversation or the meeting. Keep the messages: they are evidence.

Frequently asked questions

A courier asks me for a code before handing over the parcel: is that normal? With a carrier, no: you pay the order amount and that’s it. With a Trokido courier, yes, but only face to face, parcel in hand: it’s the 4-digit code shown in your order. Never by phone, never a code received by email.

A seller gives me their number in a listing: what should I do? The number is normally hidden. If they managed to slip it in, carry on in Trokido messages and report the listing.

I’ve already paid by transfer outside Trokido: can I get a refund? Trokido can’t give back money it never received. Report the member so they are blocked, keep the evidence and file a complaint with the police.

How can I tell if a message really comes from Trokido? It arrives in the app’s notification centre, or by email from an @trokido.com address.