Dispute evidence kit for resellers
A buyer says the item is not as described, or that it never arrived in one piece. Build the proof before you pack, then paste the right reply. A checklist, a photo log, six ready messages and escalation letters, all free to copy or download.
- 8Packing-proof checklist
- 6Photo-log template
- 6Replies and letters
Fill in once, every template updates
Optional. Nothing leaves your browser.
Platform deadlines
The buyer’s clock starts at delivery. Have your proof ready before they report.
- Vinted: the buyer has 2 days from the delivery notice to report a problem; if they don’t, the order completes and you are paid. If you ask for the item back, they must ship it within 5 business days, or the request closes and you are paid. Source
- eBay: the buyer has 30 calendar days after delivery (or your returns window, if longer) to report an item that doesn’t match the listing. You have 3 business days to respond; after that either of you can ask eBay to step in, and eBay steps in within 21 business days if you never respond. Source
- Mercari (US): the buyer has 72 hours after carrier-confirmed delivery to report an item not as described; after that the order completes and you are paid. Source
Checked against each platform’s help page on 21 Oct 2026. Rules differ by country and change; confirm on your own marketplace before you rely on a date.
Packing-proof checklist
Do these before the parcel leaves you. Tick them off as you go.
0 of 8 done
Photo-log template
One row per photo. Fill the file name and time as you shoot, then keep it with your order records.
- Front and back, plain background
Shows the condition you described. - Each flaw, close up, with scale
Proves you disclosed it before the buyer paid. - Labels, tags, serial number
Proves it is the item you listed. - Item inside the packaging
Shows how it left you. - Sealed parcel with label
Links the parcel to the order and address. - Drop-off or pick-up receipt
Gives the date and tracking number.
Replies and letters
Calm and factual works best. Edit the text to match what actually happened before you send it.
Reply to “not as described”
The buyer says the item differs from the listing.
Hi [Buyer name], thanks for letting me know and I am sorry it is not what you hoped for. I listed [Item] with photos of the front, back and each flaw, and I packed it carefully on [Shipping date]. Could you send me photos of the problem and tell me exactly what differs from the listing? Then I can see how to put it right.
Offer a partial refund
The issue is small and you would rather settle than escalate.
Hi [Buyer name], I looked at your photos of [Item]. I would like to settle this fairly: I can refund [Amount] and you keep the item. If you accept, please confirm here and I will arrange it as soon as the platform allows. If you prefer a different solution, tell me and we will find one.
Reply to “arrived damaged”
The buyer reports damage in transit.
Hi [Buyer name], I am sorry the parcel arrived damaged. I have photos of [Item] before packing and of the sealed parcel from [Shipping date], order [Order or tracking number]. Please send me photos of the outside of the parcel and of the damage. I will then open a claim with the carrier and we can agree the next step.
Escalation letter: Vinted support
You could not agree and want Vinted to review the evidence.
Hello Vinted support, I am the seller of [Item] (order [Order or tracking number]). The buyer, [Buyer name], reports a problem and has asked for a refund of [Amount]. I shipped the item on [Shipping date] as described in the listing. I attach: photos of the item and its flaws taken before packing, a photo of the sealed parcel, the shipping receipt with tracking, and the chat history. Please review this evidence and tell me what else you need. Thank you.
Escalation letter: eBay case
A case is open and you want eBay to step in.
Hello eBay, This concerns order [Order or tracking number], [Item], buyer [Buyer name]. The listing described the item and showed its condition in photos. I dispatched it on [Shipping date] with tracking. The buyer claims the item is not as described and asks for [Amount]. Evidence attached: listing photos and description, pre-packing photos, the packed parcel, proof of postage and the message history. I ask you to review the case against this evidence. Please tell me if you need anything else.
Escalation letter: Mercari support
You want Mercari support to review a dispute.
Hello Mercari support, I am contacting you about order [Order or tracking number], [Item], buyer [Buyer name]. I shipped on [Shipping date] and the item matched the listing. The buyer is asking for [Amount]. Attached are my listing, photos taken before shipping, the sealed parcel, the shipping receipt with tracking and our messages. I would be grateful if you would review these and let me know the next step.
Know what to buy next, not just the fees.
Check an item free →A documentation and writing aid, not legal advice. Each platform decides its own disputes and its steps change, so check the current help page before you send. Only use photos and records that are real and unaltered. Nothing you type here leaves your browser.
How to use the kit
- Before shipping: work through the checklist and fill the photo log. This is the evidence that matters most, because it is dated before the buyer raised anything.
- When a buyer complains: stay calm, ask for photos, and use the first reply. Many cases end here.
- If it is small, offer a partial refund before escalating. It is often faster than a long dispute.
- If you cannot agree: attach your evidence to the platform letter, keep it short and stick to dates and facts.
Dispute questions
What proof should a seller keep for a dispute?
Photos of the item and every flaw before packing, a photo of the sealed parcel, the shipping receipt with tracking, a screenshot of the listing and the chat with the buyer. Dated records made before the complaint carry the most weight.
Should I offer a partial refund?
Often it is the quickest way to close a small issue, but only if the amount is one you are happy with. It is your decision, and the platform's rules decide how a refund is processed.
How do I escalate to Vinted, eBay or Mercari?
Use the platform's own help or case page, which changes over time, and attach your evidence. The letters here give you a factual starting text.
Does this kit guarantee I win a dispute?
No. The platform decides each case. The kit helps you show what you shipped and write a clear, calm message.
Is anything stored or sent?
No. The templates fill in and download in your browser, and nothing you type leaves the page.
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