When a returned piece or returned-to-sender parcel reaches you, the case card may ask you to confirm its receipt and condition. Act only when the card displays Mark received & conform or Report an issue.
Before you submit
Inspect the piece, packaging and included accessories. Compare them with the original listing and any evidence shown on the case.
The confirmation form lets you record:
whether the piece is in Good condition or There's a problem;
the date you received it;
an optional note; and
photos or video. Evidence is strongly recommended when you report a problem.
Mark received & conform
Choose this when the piece is back in good, complete and resaleable condition.
Submitting Confirm receipt records the receipt and conforming inspection, then allows Customer Care to complete the agreed customer resolution. For a returned-to-sender parcel, our team may instead coordinate a re-delivery with the customer.
Report an issue
Choose this if the piece is:
damaged or broken;
missing parts;
showing signs of use or no longer resaleable;
the wrong item; or
affected by another problem.
For a returned-to-sender case, you can also report that the parcel never reached you.
Select the closest issue, add the date when applicable, describe what happened and upload evidence. Submitting a report does not automatically refund the customer and does not automatically decline the case. Customer Care reviews the evidence before anything is settled and handles the communication with the customer.
Confirmation deadline
The case shows a confirmation deadline when one applies. Confirm promptly. If no response is received by the displayed deadline, the piece may be presumed returned in good condition and the case may settle using the customer's delivery evidence.
After submission
Your confirmation or issue report remains visible on the case with the date, note and uploaded evidence. If you reported a problem, the card shows that Customer Care is reviewing it.
Do not contact the customer directly. Continue in the Vendor Dashboard chat if the case requires clarification.