Summary
Updated guidelines emphasize that strong, clear, and valid evidence is essential in disputes and appeals, affecting how sellers must respond in the Seller Center and what evidence is acceptable.
Why it matters
Stronger evidence requirements increase sellers' obligations, putting their operations at risk if insufficient proof leads to lost disputes or rejected appeals, thereby impacting sales and reputations.
Recommended action
Sellers should review and comply with the updated evidence requirements, ensuring they prepare continuous, unedited videos and use the standardized Returns Grading Framework for all returns.
Clear, valid evidence is critical to win appeals, disputes, and refund rejections. Sellers should keep continuous, unedited packing and return-unboxing videos, use the Returns Grading Framework when responding in Seller Center, and provide supporting proof such as order-linked agreement screenshots, product demos, inspection reports, or authenticity documents. Weak or missing evidence can lead to rejected appeals or lost disputes.
One-line takeaway: Strong, clear evidence is essential to win appeals and reject requests fairly.
Required Materials:
① Packing/unpacking videos must be continuous, clear, unedited ② Include order info, all package sides, product condition, and issue shown ③ Add certificates, authenticity proof, agreement screenshots, or other relevant evidence
Actionable Steps:
① In Seller Center, Respond or Appeal from Manage Return/Refund ② If product received, grade return condition: Original, Minor damage, Severe damage, or Wrong item ③ Then refund, reject with evidence, or appeal speedy refund
Red Lines & Compliance:
① Must use the standardized Returns Grading Framework ② Off-platform chat screenshots may be rejected due to tampering risk ③ Weak or missing evidence reduces dispute, appeal, and rejection success
Immediate next action: Prepare valid evidence before submitting cases
Affects: Seller
