Required Evidence for Rejecting Buyer's Aftersale Requests
04/19/2024
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.
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.
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 |
|
| Reached an agreement with the buyer | The cancellation is requested by the buyer, and the seller has aligned with the buyer. |
|
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. |
|
| Reached an agreement with the buyer | The refund-only is requested by the buyer, and the seller has aligned with the buyer. |
|
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. |
|
| 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. |
|
| Item is correct | The product matches the description, and refund-only is not supported. |
|
| Products will be sent separately | The products will be sent in separate packages without missing items, and refund-only is not supported. |
|
| Product functions well / Buyer used it in the wrong way | The product is fully functional, and refund-only is not supported. |
|
| Reason is unclear or lack of evidence | The buyer's refund request is unclear or lacks evidence, and refund-only is not supported. |
|
| Reached an agreement with the buyer | The refund-only is requested by the buyer, and the seller has aligned with the buyer. |
|
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. |
|
| Products will be sent separately | The products will be sent in separate packages without missing items, and return & refund are not supported. |
|
| Product functions well / Buyer used it in the wrong way | The product is fully functional, and return & refund are not supported. |
|
| Reason is unclear or lack of evidence | The buyer's request lacks clarity or supporting evidence, and return & refund are not supported. |
|
| Reached an agreement with the buyer | The return and refund are requested by the buyer, and the seller has aligned with the buyer. |
|
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. |
|
| I haven't received the package | The seller has not received the package returned by the buyer. |
|
| 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. |
|
| 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. |
|