Not as described or damaged on arrival: what to submit
The buyer says the item differs from the listing or arrived damaged. You need the listing as it was at purchase, condition at dispatch, and the buyer’s photos with timing. Checklist and where to submit.
The buyer says
“This is not what the listing showed.”
What decides it
Whether the listing at purchase matches what was sent, and the timeline of the buyer’s evidence.
Claims to prove and the materials that carry them
The workbench’s evidence check marks each of these supported or missing.
| Claim | What proves it |
|---|---|
| The listing as it was at purchase | A screenshot of the listing at the time of purchase |
| Item condition at dispatch | Photos or video before dispatch |
| Buyer’s problem photos and timing | The buyer’s photos and the chat |
Recommended evidence modules
- Order & payment
- Listing description
- Dispatch record
- Item condition
- After-sales chat
- Platform rules
- Similar cases
Where to submit on each platform
Taobao
- Open the dispute under Qianniu → After-sales → Platform intervention
- Paste the statement into the evidence description
- Upload attachments in numbered order; keep videos unedited
- Save the submission receipt
Current image/video count and size limits are unverified; follow the evidence page
Tmall
- Open the dispute in Qianniu
- Paste the statement and upload attachments in order
- Save the receipt
Current limits unverified; follow the evidence page
Pinduoduo
- Open Merchant backend → After-sales → Platform intervention
- Paste the statement, upload attachments in order
- Save the receipt
Attachment limits of the merchant appeal entry are unverified
JD.com
- Open the dispute in JD Jingmai → Disputes
- Reply item by item and upload attachments
- Save the receipt
Attachment limits unverified
Douyin Shop
- Open Douyin Shop → After-sales → Platform intervention
- Paste the statement, upload attachments
- Save the receipt
Limits unverified
TikTok Shop
- Seller Center → Orders → Returns/Refunds → Appealed / Disputed
- Paste the statement; upload the original video and images
- Save the receipt
Unboxing / packaging video must be continuous, clear and unedited (US evidence guide)
After-Sales Evidence Guide for Appeals and Disputes (US)Requirements for After-sales Dispute Escalations (US)
eBay
- Open the dispute in Seller Hub → Payments → Disputes
- Paste the statement; upload image attachments
- Save the receipt
Payment-dispute entry: JPEG / PNG, up to 5 files, under 1.75 MB total
Amazon
- Seller Central → Performance → A-to-z Guarantee Claims
- Paste the statement into the appeal box
- Submit attachments as instructed; save the receipt
A-to-z appeal text is limited and attachments use a separate path; figures unverified
A-to-z Appeals Made Simple (Amazon moderator)Reimbursement for seller-fulfilled orders (SAFE-T)
Shopee
- Open the dispute in Seller Centre → My Orders → Return/Refund
- Paste the statement; upload attachments
- Save the receipt
Limits differ per market; unverified
Questions
What do I need for “Not as described / damaged”?
The claims to prove are: The listing as it was at purchase; Item condition at dispatch; Buyer’s problem photos and timing. The materials that carry them: A screenshot of the listing at the time of purchase; Photos or video before dispatch; The buyer’s photos and the chat.
Can I submit with gaps?
Yes, but know which point is missing and whether it decides the case. Rebuti’s evidence check marks each point supported or missing before generating and says what would close the gap; if you cannot, you can generate with the gap and the statement will not invent anything.