Key Points:

• You need strong evidence when handling appeals, disputes, or refund rejections. Good proof often decides whether a case is ruled in your favor.
• Providing clear, valid evidence helps you protect your business and avoid unnecessary disputes.

In summary, following these guidelines helps you:

1. Reject refund requests with confidence when valid evidence supports your decision
2. Improve your chances of winning customer disputes
3. Strengthen your appeals for higher success rates

Evidence Guidelines for Sellers

Please ensure you have valid evidence when submitting an appeal or rejecting a request. Below are examples of reasons and the supporting materials you may need.

Shipping & Delivery–Related Issues

Product-Related Issues

Undelivered Return Items

Other

Returns Grading Framework

When reviewing return or appeal requests, you must assess the condition of returned products using the standardized Returns Grading Framework.
From Manage Return/Refund in Seller Center, click Respond or Appeal. If you select either “Yes” options when asked if you received the product, you must grade its condition:

• Original
• Minor damage / Functional
• Severe damage / Unsellable
• Buyer shipped the wrong item

Based on the grade and case type, you may be required to:

• Issue a full refund
• Reject the request (with details and evidence)
• Appeal a speedy refund (with reason and evidence)

Example:

After-Sales Evidence Submission Guidelines

Ensure you provide valid, high-quality evidence when submitting an appeal or rejecting a request. Below are examples of strong evidence types.

Packing Video or Pictures

Provide a video of the packing process before handing the parcel to the logistics provider.
Your video should clearly show:

• Order information (order ID, tracking number, QR code, etc.)
• Correct product, full quantity, and intact/good condition
• Proper packing materials and methods, especially for fragile items. This step is important for return/refund reasons related to damage or breakage.

Requirements:

• Continuous, clear, unedited footage

Sample Video:Sample Photo:

Unpacking Video

Provide a video of the return package unboxing that shows:

• Return order information order number/tracking number/QR code, etc.)
• All six sides of the package
• The full unboxing process
• The issue you want to highlight (damage, missing items, wrong item, etc.)

Requirements:

• Continuous, clear, unedited footage
• Include functional testing if relevant

Video Sample

Screenshot(s) of Offline Agreement

Submit screenshots of any alternative resolution agreed upon with the customer.
Screenshots must show:

1. The specific order
2. The agreement terms

⚠️ Screenshots of off-platform conversations may be rejected due to editing or tampering risks.
Sample:

Product Demonstration Video/Pictures

Show how the product is intended to be used. This should show clear demonstrations of typical usage.
Sample VideoSample Picture

Quality Certificate or Inspection Report

Examples include:

• Safety marks
• Consumer safety reports
• Cosmetic safety reports

Proof Of Authenticity

This supports your claim that the product is authentic.
May include:

• Trademark ownership
• Proof of purchase
• Letter of authorization/distribution
• Brand certificates

Any Additional/Relevant Evidence

You may also provide evidence that could refute your customer's specific claims where relevant. This includes the following examples:

• If you are appealing against a customer's claim that the product material does not match the description, provide images of the product label or production documentation.