How to dispute a buyer's return request?

After a buyer submits a return request, you could reject return request. When the buyer does not agree with your decision, the buyer has the right to raise a dispute within 7 days of their return request or returned item being rejected.

These dispute cases will be handled by a dedicated Seller DRTM Dispute team who evaluates each case as a neutral party and provide an unbiased resolution to the dispute. For a better seller and buyer experience, dispute cases should be resolved quickly. The dispute team may reach out to you and the buyer for additional information so that they can make an informed decision. Please ensure you respond to the Evidence requests within the deadlines indicated in the request.

If the dispute team does not receive necessary information from either party, the decision will be made based on the available information.

Every dispute case must be resolved with one of the below outcomes:

1/ Reject - Dispute team finds that the buyer claim is invalid. The buyer does not receive any refund.

2/ Return (only if the item is still with the buyer) - Dispute team finds that the buyer claim is valid and asks the buyer to return the item to the seller. The seller is still required to receive the item and provide a QC outcome.

a)  If the item is with the buyer, the buyer will receive the refund and not have to return the item.
b)  The amount charged to seller for any refund to the buyer, will be based on the dispute negotiation.

The dispute team will also provide the reason explaining the decision of the resolution.

<Updated: 2022-03-11>
<Published: 2019-05-20>