Compare the purchase-time listing with the delivered item and the customer’s stated difference.
Records to compare
- Saved listing and product variant
- Fulfillment record and item identifiers
- Photos or other records of the actual condition
- Return request and proposed resolution
Check the conclusion
Proof of delivery alone does not answer a complaint about the wrong model or condition. Keep those questions separate in the response.
Prepare the response
Use the response guide to connect each statement to a record. Check the evidence and follow the deadline and submission requirements in the actual dispute.