Guides
What the platform decides on, and what to submit
One page per dispute type: what the buyer says, the point platforms and courts decide on, the claims to prove with the materials that carry them, and where to submit on each platform. The same rules drive the workbench’s evidence check.
“I never got it. Tracking says delivered, but I did not sign.”
Item not received
Whether the parcel reached the buyer in person, or a proxy the buyer agreed to in advance.
Taobao · Tmall · Pinduoduo · JD.com · Douyin Shop · TikTok Shop …
Decision points and checklist“I sent back exactly what you shipped.”
Returned item does not match
Whether the item identity at dispatch and on return both tie to this order, with a continuous record of the return.
Taobao · Tmall · Pinduoduo · JD.com · Douyin Shop · TikTok Shop …
Decision points and checklist“Everything was in the box. You miscounted.”
Returned item is missing parts
Whether quantity records exist at both ends and tie to this order.
Taobao · Tmall · Pinduoduo · JD.com · Douyin Shop · TikTok Shop …
Decision points and checklist“It was broken when it arrived. I returned it as is.”
Returned item is damaged
Whether a pre-dispatch condition record exists and how the returned condition differs.
Taobao · Tmall · Pinduoduo · JD.com · Douyin Shop · TikTok Shop …
Decision points and checklist“This is not what the listing showed.”
Not as described / damaged
Whether the listing at purchase matches what was sent, and the timeline of the buyer’s evidence.
Taobao · Tmall · Pinduoduo · JD.com · Douyin Shop · TikTok Shop …
Decision points and checklist“You say you refunded. Nothing arrived.”
Refund not received
Whether the refund record ties to the original transaction and what its current status is.
Taobao · Tmall · Pinduoduo · JD.com · Douyin Shop · TikTok Shop …
Decision points and checklist“I did not make this payment.”
Payment not authorised
Whether authorisation and fulfilment signals point to the same person.
Stripe · PayPal · Shopify Payments
Decision points and checklist“I cancelled long before this charge.”
Charged after cancellation
How the cancellation time, the policy terms and the billing period relate.
Stripe · PayPal · Shopify Payments
Decision points and checklistPlatforms covered
- Taobao
- Tmall
- Pinduoduo
- JD.com
- Douyin Shop
- TikTok Shop
- eBay
- Amazon
- Shopee
- Shopify Payments
- Stripe
- PayPal