Summary
Presentation restructure: detailed guidance converted to AI summary format with actionable steps. No new requirements introduced; same evidence standards and grading framework apply.
Why it matters
Sellers may find condensed format harder to reference specific evidence requirements during disputes. Navigation clarity improved but detailed examples now less visible.
Recommended action
Review new summary format for gaps in evidence detail needed for your dispute strategy. Retain original full-text reference materials if detailed guidance is critical to your appeal process.
No new content was added in this update.
After-Sales Evidence Guide for Appeals and Disputes 02/26/2026 Manage Orders 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.
Handling appeals, disputes, and refund rejections requires strong and clear supporting evidence.
In many cases, the right proof determines whether an appeal is successful or whether a customer dispute is resolved in your favor.
These guidelines also apply when rejecting a customers' after-sales request.
Valid evidence helps protect your business and reduces unnecessary disputes.
In summary, following these guidelines helps you: Reject refund requests with confidence when valid evidence supports your decision Improve your chances of winning customer disputes 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 Reason What to Submit Product delivery is on schedule(Select this when the order has already been handed to the carrier and cannot be stopped)Tracking info (order ID, ETA)Proof of agreement if a replacement was discussed Products shipped in multiple packages(Select this when another item in the same order is still on the way)Tracking numbers for all packages Replacement has been shipped(Select this when both buyer and seller have agreed to a replacement)Proof of replacement shipment On-platform agreement screenshot Delivery attempt failed(Carrier attempted delivery but the buyer was unavailable)Carrier proof of delivery attempt Any instructions given to the customer Package successfully delivered to correct address(Select this when delivery was successful and the address matches the buyer’s information)Delivery proof from logistics partner Product-Related Issues Reason What to Submit Item is correct(Select this when the buyer misunderstood the product)Explanation of misunderstanding Supporting images/details Product functions well / Incorrect usage Instructions or demo showing correct usage Photo/video proving functionality Product is damaged or used Photos/videos of damage Proof item wasn’t damaged before shipment Unboxing video (if available)Missing products or parts Proof original package included all components Carrier receipt showing the package weight Package weight should match the weight listed on the PDPUnboxing video (if available)Returned product is not what was sent Proof of returned parcel + contents Evidence the original shipment included correct components Unboxing video (if available)Undelivered Return Items Reason What to Submit Did not receive the return package(Select this when tracking shows "Delivered" but you did not receive it, or 10 days have passed since drop-off)Return tracking screenshot with clear timestamps Other Reason What to Submit Reason is unclear / Lack of evidence(Select this when the customer’s explanation is unclear or missing key information)Explanation of what evidence is missing Request for more details Returns Grading Framework When reviewing return or appeal requests, you must assess the condition of returned products using the standardized Returns Grading Framework.
Affects: Seller
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: The specific order 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 Video Sample 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.
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