Item not received: what the platform decides on and what to submit
On marketplaces a carrier “delivered” scan is not enough when the buyer says the item never arrived. Here are the decision points platforms and courts apply, the proof of delivery you need, and where to submit on each platform.
The buyer says
“I never got it. Tracking says delivered, but I did not sign.”
What decides it
Whether the parcel reached the buyer in person, or a proxy the buyer agreed to in advance.
Decision points
Platform rules and court positions, with sources.
Pinduoduo dispute rules: for “not received”, the merchant must prove the buyer or a receiver appointed by the buyer signed for the item; a carrier “delivered” status alone is not enough.
拼多多争议处理规则（转载）Express Delivery Market Regulation, art. 28 (from 2024-03-01): without the user’s consent a courier may not confirm receipt on their behalf nor deliver to a locker or service station.
新华报业 · 办法实施报道Courts: a “delivered” scan at a station or doorstep is not lawful delivery; unauthorised proxy delivery that causes loss is compensable.
澎湃新闻 · 法院明确
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 order was dispatched (waybill belongs to this order) | A dispatch record with waybill and order numbers |
| Signed for by the buyer or a receiver the buyer appointed | Carrier-stamped proof of delivery (waybill, recipient, courier, date handwritten), or the locker / station pickup record |
| The buyer agreed to station / locker delivery, or collected the parcel | Chat where the buyer agreed to proxy delivery, or the station outbound / pickup-code record |
| Delivery address matches the order | Order shipping address and the carrier’s full delivery address |
| Communication with the buyer | The after-sales chat |
Recommended evidence modules
- Order & payment
- Dispatch record
- Proof of delivery
- Address match
- 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 “Item not received”?
The claims to prove are: The order was dispatched (waybill belongs to this order); Signed for by the buyer or a receiver the buyer appointed; The buyer agreed to station / locker delivery, or collected the parcel; Delivery address matches the order; Communication with the buyer. The materials that carry them: A dispatch record with waybill and order numbers; Carrier-stamped proof of delivery (waybill, recipient, courier, date handwritten), or the locker / station pickup record; Chat where the buyer agreed to proxy delivery, or the station outbound / pickup-code record; Order shipping address and the carrier’s full delivery address; The after-sales chat.
How do platforms and courts decide?
Pinduoduo dispute rules: for “not received”, the merchant must prove the buyer or a receiver appointed by the buyer signed for the item; a carrier “delivered” status alone is not enough.（拼多多争议处理规则（转载）） Express Delivery Market Regulation, art. 28 (from 2024-03-01): without the user’s consent a courier may not confirm receipt on their behalf nor deliver to a locker or service station.（新华报业 · 办法实施报道） Courts: a “delivered” scan at a station or doorstep is not lawful delivery; unauthorised proxy delivery that causes loss is compensable.（澎湃新闻 · 法院明确）
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.