The Required Information in Opening a Dispute

On PB, the Dispute serves as an approach that customers use to solve issues like order cancellation, abnormal logistics, and particularly, aftersales problems, etc. In negotiating a dispute, some evidence or information is necessary to have the problems resolved smoothly. In this article, we will offer you a circumstantial introduction on what you should provide in different types of disputes.

First of all, the information required hinges on the status of your order.

With respect to the orders in the status of Awaiting Payment or Closed, there's no access to open a dispute, while for orders in the status of Pending or Processing, Extra evidence is not required. Thus, evidence should but be provided for orders in the status of Dispatched and Completed. The required evidence varies from different package conditions, of which possible ones are listed as below:

1. No tracking information found/ Tracking information frozen/ Wrong tracking information.

2. Packages have been returned.

3. Missing products.

4. Products damaged.

5. Incorrect products.

6. Orders not received.

The following is the specific information you need to provide in the different package conditions:

1. No tracking information found/Tracking information frozen/ Wrong tracking information. In this case, you need to prepare:

a. The screenshots showing your customers' complaints, and please note that the customers' name, the date as well as the complete content of the complaints should be shown on the screenshot.

b. The screenshots or the pictures showing the feedbacks from the local post office after your customers contact them (Optional information).

2. Packages have been returned. If the packages are returned halfway by the carrier, you will not need to provide any evidence. But if it is your customers who return the package, you'll need to provide:

a. Pictures showing the package's appearance before despatching (optional information)

b. The product SKUs and quantity.

c. Tracking numbers of the returning packages. 

Note: Please refer to this tutorial to learn about the detailed returning steps.

3. Missing products.

a. The screenshots showing your customers' complaints, and please note that the customers' name, the date as well as the complete content of the complaints should be shown on the screenshot.

b. Pictures proving products are missing.

4. Products damaged.

a. The screenshots showing your customers' complaints, and please note that the customers' name, the date as well as the complete content of the complaints should be shown on the screenshot.

b. Pictures or videos proving the quality problems of the products. 

5. Incorrect products.

a. The screenshots showing your customers' complaints, and please note that the customers' name, the date as well as the complete content of the complaints should be shown on the screenshot.

b. Pictures showing the wrong products.

6. Orders have not been received despite the logistics information stating a delivered status.

a. The screenshots showing your customers' complaints, and please note that the customers' name, the date as well as the complete content of the complaints should be shown on the screenshot.

b. The proof showing the order has not been received provided by the local post office.

With any confusion, please feel free to contact us.