Required Evidence for Rejecting Buyer's Aftersale Requests

05/24/2024

Manage Returns & Refunds

This article aims to provide a comprehensive guide on how to effectively reject a buyer's return, refund, or cancellation request. It outlines the necessary evidence for each rejection reason, enabling you to process and handle requests seamlessly.

Evidence Required for Each Rejection Reason

When you receive an aftersale request from a buyer, whether it's a return, refund, or cancellation request, you have the option to approve or reject the application based on the provided reasons after engaging in communication with the buyer.

If you decide to reject the buyer's request, you will typically need to provide a rejection reason and present evidence to support your decision.

The table below provides detailed information on rejection reasons, their descriptions, and the necessary evidence for each reason.

Reject Cancellation Request

Rejection Reason	Description of Seller Rejection	Required Evidence
Product has been packed	The product has been packed and the order cannot be cancelled	Photos of the package or proofs related to packaging or shipment
Reached an agreement with the buyer	The cancellation is requested by the buyer, and the seller has aligned with the buyer.	Photos of communication record screenshot

Reject Refund Only or Shipped But Not Delivered Request

Rejection Reason	Description of Seller Rejection	Required Evidence
Unable to change address	The wrong address due to the buyer's mistake, and the product is in transit; refund-only is not supported.	Not required
Reached an agreement with the buyer	The refund-only is requested by the buyer, and the seller has aligned with the buyer.	Photos of communication record screenshots

Reject Refund Only Request (Item has been delivered)

Rejection Reason	Description of Seller Rejection	Required Evidence
Need to apply for refund & return	The product has been delivered and does not support refund-only; the buyer needs to apply for return & refund.	Not required
Buyer's responsibility for incorrect address	The wrong address due to the buyer's mistake, and the product has been delivered; refund-only is not supported.	Photos of the order address information screenshot Photos of logistics information screenshot Photos of communication record screenshot
Item is correct	The product matches the description, and refund-only is not supported.	Photos of shipped product Photos of the product description Photos of communication record screenshot
Products will be sent separately	The products will be sent in separate packages without missing items, and refund-only is not supported.	Photos of the separate shipment orders
Product functions well / Buyer used it in the wrong way	The product is fully functional, and refund-only is not supported.	Photos of the product function display
Reason is unclear or lack of evidence	The buyer's refund request is unclear or lacks evidence, and refund-only is not supported.	Reason of rejection
Reached an agreement with the buyer	The refund-only is requested by the buyer, and the seller has aligned with the buyer.	Photos of communication record screenshot

Reject Return & Refund Request (Item has been delivered)

Rejection Reason	Description of Seller Rejection	Required Evidence
Item is correct	The product matches the description, but the buyer's request is unclear and additional evidence is required.	Photos of shipped product Photos of the product description Photos of communication record screenshot
Products will be sent separately	The products will be sent in separate packages without missing items, and return & refund are not supported.	Photos of the separate shipment orders
Product functions well / Buyer used it in the wrong way	The product is fully functional, and return & refund are not supported.	Photos of the product function display
Reason is unclear or lack of evidence	The buyer's request lacks clarity or supporting evidence, and return & refund are not supported.	Reason of rejection
Reached an agreement with the buyer	The return and refund are requested by the buyer, and the seller has aligned with the buyer.	Photos of communication record screenshot

Reject the Returned Parcel (Return requests has been previously approved)

Rejection Reason	Description of Seller Rejection	Required Evidence
The product returned is not the product that was sent	The product returned by the buyer does not match the product sent by the seller, and the seller refuses to accept it.	Photos of the received product Photos of the product's packaging
I haven't received the package	The seller has not received the package returned by the buyer.	Not required
Product is damaged or used	The product shipped by the seller is in good condition, but the product returned by the buyer is damaged or shows signs of use, and the seller refuses to accept it.	Photos/videos of the defective product Photos of the product's packaging
Missing products and/or product parts	The product shipped by the seller is in good condition, but the buyer returns it with missing pieces, and the seller refuses to accept it.	Photos/videos of the defective product Photos of the product's packaging