Returned item is damaged: proving condition before and after
The returned item is damaged and the buyer says it arrived that way. You need condition at dispatch, condition on return and the return logistics record. Checklist and where to submit.
The buyer says
“It was broken when it arrived. I returned it as is.”
What decides it
Whether a pre-dispatch condition record exists and how the returned condition differs.
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 |
|---|---|
| Item condition at dispatch | Photos or video of the item before dispatch |
| Item condition on return | An unboxing video or photos of the returned item |
| The returned parcel belongs to this order | The return receipt or a readable return waybill |
| The buyer’s stated reason and timing | The after-sales chat |
Recommended evidence modules
- Order & payment
- Dispatch record
- Item condition
- Unboxing video
- Return logistics
- 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 “Returned item is damaged”?
The claims to prove are: Item condition at dispatch; Item condition on return; The returned parcel belongs to this order; The buyer’s stated reason and timing. The materials that carry them: Photos or video of the item before dispatch; An unboxing video or photos of the returned item; The return receipt or a readable return waybill; The after-sales 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.