Summary
Added guidance clarifying how to handle disputes with unclear customer explanations or missing evidence: sellers should explain what evidence is lacking and request more details from the buyer.
Why it matters
Provides sellers with a procedural approach to dispute cases where customer claims lack clarity or supporting documentation. Helps sellers build stronger appeals by documenting the evidence gap, reducing arbitrary loss of cases due to insufficient customer documentation.
Recommended action
Review your dispute response processes to incorporate explicit requests for missing evidence when handling unclear customer claims. Document what specific evidence is needed to strengthen your position in appeals.
Reason is unclear / Lack of evidence(Select this when the customer’s explanation is unclear or missing key information)
No content was removed in this update.
Affects: Seller