Louis Bosman, Community Success Manager of Gumtree South Africa, speaks about why and how Gumtree prioritises trust and safety on South Africa’s favourite online marketplace.
Online marketplaces such as Gumtree are an integral part of the digital economy, giving South Africans the opportunity to build a side hustle or business through the vast Gumtree network of users.
Obviously, trust and safety are vital for this to be done successfully, which is why Gumtree SA has made these aspects a proactive cornerstone of its operations.
A dedicated focus on trust and safety
Since its inception, Gumtree has prioritised trust and safety. Unlike many other platforms, Gumtree boasts a dedicated, South Africa-based team that actively monitors and addresses fraudulent activities. This hands-on approach contrasts sharply with platforms that rely solely on automated systems. And because Gumtree has such an established, active community, user reports and community feedback play a crucial role in monitoring the safety aspect of the platform, they enable the team to respond swiftly to potential threats.
Leveraging technology for enhanced security
Gumtree integrates advanced technology to assist its team in identifying and mitigating fraudulent activities. While automated systems are in place, they serve as tools to aid the team rather than replace human oversight. This combination ensures that both obvious and subtle scams are detected and addressed effectively.
Introducing mobile and ID number verification
To further enhance the safety of its platform, Gumtree recently introduced mobile and ID number verification as a new feature. This latest verification step adds another layer of security for users.
When a customer's mobile number is verified on Gumtree, it means that the number used is valid, reachable and accessible, confirmed through an OTP (One-Time Password) process. ID verification can be completed on mobile web and the Gumtree App, and gives buyers the peace of mind that they are dealing with the person that owns the account. Users are asked to enter their ID number which is followed by uploading a selfie. Once both ID and Mobile Number verification have been completed, the customer’s profile is then marked as ‘Verified’, giving buyers and sellers more confidence and trust in transacting with them.
Understanding fraud
Fraud on Gumtree typically takes place in two primary forms: buyer scams and seller scams.
Buyer Scams: Scammers pose as legitimate buyers, often targeting high-value items. They may send fake Electronic Funds Transfer (EFT) confirmations to trick sellers into releasing goods without payment. Gumtree advises users to verify actual bank deposits with their banks before handing over items, regardless of received proof of payment, which can be faked.
Seller Scams: Here, the scammer is the seller, offering items they don’t intend to deliver. They may ask for full payment upfront or a deposit, often making up stories of previous scams to gain trust.
Gumtree cautions buyers to be wary of sellers who avoid face-to-face transactions or pressure for upfront payments.
The rise of phishing scams
The number of phishing scams has surged, particularly in the aftermath of COVID-19. Scammers send messages claiming payment has been made, prompting sellers to click on links and enter their credit card details. This allows scammers to access and misuse the seller’s financial information.
Gumtree advises users to report such incidents to their banks immediately and seek to reverse any unauthorised transactions. Gumtree suggests that users communicate with buyers and sellers on Gumtree’s messenger, which is integrated into the app and website.
Introducing Pay and Ship – a secure transaction solution
Gumtree is about to launch an innovative solution called Pay and Ship. This service will enhance transaction security by introducing an escrow system. The buyer’s payment is held securely by a trusted third party until the item is received and inspected. Only then are the funds released to the seller. This system protects both parties and ensures a safer trading environment.
It also includes shipping, facilitated through the Gumtree app for the first time to increase the geographical scope for both buyers and sellers.
The importance of reporting and escalation
In cases of fraud, Gumtree emphasises the importance of prompt reporting. Users are encouraged to contact Gumtree’s helpdesk, provide detailed information about the incident and follow through with law enforcement if necessary. Gumtree collaborates closely with police to ensure that any available information on fraudsters is shared for investigative purposes.
Trust and safety are not just buzzwords at Gumtree – they are integral to the platform’s ethos and integrity. Through a combination of dedicated personnel, advanced technology and proactive user engagement, Gumtree strives to create a secure environment for all its users. As online transactions become increasingly common, platforms like Gumtree must continue to innovate and uphold the highest standards of trust and safety.
While no marketplace can completely eliminate fraud, Gumtree's committed trust and safety team combined with new solutions like Pay and Ship demonstrate our unwavering focus on fostering a trusted community. We will never stop enhancing our capabilities to keep Gumtree a safe place to buy and sell.
Gumtree’s Key Safety Tips
-
Keep the conversation on Gumtree.
-
Remember the golden rule: Don't do anything online that you wouldn't do in real life!
Sellers:
-
Don’t hand over your item before payment reflects in your account.
Buyers:
-
Don’t pay a holding deposit no matter how good the deal.