The Reality of Returns

Issues happen. Items arrive damaged, sizes run wrong, or products don't match listings. How you handle disputes determines whether you get your money back or waste weeks arguing.

Before You Escalate

Gather your ammunition first:

• Original listing screenshots with timestamps
• QC photos from your agent
• Specific measurements proving discrepancies
• Clear photos of any defects

Professional Communication Templates

For Wrong Size

"Ordered size [X], received size [Y]. Measurements: chest [XX]cm vs listed [XX]cm. Requesting exchange or refund. Photos attached."

For Quality Defects

"Product received with [specific defect]. This differs from listing photos and QC images. Requesting partial refund of [amount] or full return. See attached comparison."

For Wrong Item

"Ordered [item A], received [item B]. Order number [XXXXX]. Please arrange return shipping and full refund."

The Escalation Ladder

Follow this order:

1. Seller direct message - Give 48 hours response time
2. Agent intervention - They negotiate in Chinese
3. Platform dispute - Use Taobao/Weidian built-in systems
4. Payment dispute - Last resort, affects future purchasing

What Sellers Actually Accept

Realistic expectations based on common outcomes:

• Wrong item sent: Full refund, seller pays return shipping
• Size discrepancy (>3cm off): Exchange or refund, split shipping
• Minor defects: 10-30% partial refund
• "Not as expected": Rarely successful without concrete evidence

Return Shipping Economics

Calculate before deciding:

• Domestic China return: ¥10-20
• Item cost vs return cost ratio
• Partial refund often beats full return

If return shipping costs 50% of item value, negotiate partial refund instead.

Documentation That Works

Sellers respond to evidence, not emotions:

• Side-by-side photo comparisons
• Ruler/measuring tape in frame
• Screenshot timestamps proving timing
• Calm, factual language only

Red Flags That Weaken Your Case

Avoid these mistakes:

• Waiting too long to report (24-48 hour window ideal)
• Emotional or threatening messages
• Vague complaints without specifics
• Requesting refund after wearing/washing

Agent's Role in Disputes

Your agent can:

• Translate and negotiate professionally
• Take additional photos as evidence
• Hold items pending resolution
• Process returns domestically

They cannot force refunds or override seller decisions.

When to Accept Loss

Sometimes walking away makes sense:

• Items under ¥50 with minor issues
• Subjective quality complaints
• Disputes dragging past 2 weeks

Factor in time value. Hours spent arguing over ¥30 isn't worth it.

Prevention Beats Cure

Minimize future disputes:

• Request detailed QC before shipping
• Ask for measurements, not just photos
• Check seller ratings before ordering
• Read recent reviews for consistency

Key Takeaway

Professional, evidence-based communication resolves 80% of issues. Document everything, escalate systematically, and know when partial refunds beat prolonged battles.