How to Return Items and Win Disputes

Returning an item should be simple, and with good retailers it usually is. But when a seller is slow, unhelpful or disagrees with you, the outcome often comes down to two things: the evidence you have and whether you acted within the deadlines. This guide shows how to set yourself up to win before a problem even happens.

Before you buy: know the return policy

Return policies vary enormously. A minute spent reading one before you order can save a lot of trouble later. Look for:

• The return window, and whether it starts from the order date or the delivery date.
• Who pays return shipping. For international orders, sending something back can cost a large share of the item's price.
• Restocking fees or conditions such as "unopened only".
• Items that cannot be returned, such as personal care products, custom items or final-sale goods.

Keep in mind that a store's policy is not the whole story. Your legal rights may go further, depending on where you live. In many countries, faulty or misdescribed goods must be fixed, replaced or refunded regardless of the store's policy, and some places give a cooling-off period for online purchases. In the US, rules vary by state and many returns depend on store policy, but you still have options for items that are defective or not as described, including card disputes.

Evidence wins disputes

When a seller and a buyer disagree, whoever has clearer evidence usually wins. Make collecting it a habit, especially for expensive items and orders from marketplaces.

Record an unboxing video

For anything valuable or from an unfamiliar seller, film the parcel from the moment you pick it up:

1. Show the sealed parcel and the shipping label clearly.
2. Open it in one continuous shot without cutting away.
3. Show every item inside, any serial numbers and the condition of the product.
4. If it is electronic, show it powering on, or failing to.

A continuous video is very hard to argue with when an item arrives damaged, incomplete or wrong.

Take clear photos

Photograph the problem in good light: the damage, the missing part, the wrong color, the label that differs from the listing. Put the item next to a ruler or a familiar object if size is the issue.

Save the listing

Listings can change after you buy. Take screenshots of the product page, including the title, the variant you selected, the description and the specifications. Save your order confirmation and any messages.

Watch every deadline

Deadlines are where many otherwise good claims fail. Write them down as soon as an order ships.

Deadline	Where to find it
Store return window	Return policy page or order confirmation
Marketplace protection or claim window	The order page or the marketplace help center
Card dispute time limit	Your card agreement; in the US, credit card billing disputes have legal time limits
Return shipping deadline	Usually given when a return is approved

If a deadline is approaching and the seller is still "looking into it", do not wait. Open the formal claim first. You can always close it if the seller sorts things out.

Be polite, specific and brief

Sellers and dispute teams handle a lot of cases. A calm, clear message is easier to approve than an angry one. A good request includes:

• Your order number and the date you received the item.
• What is wrong, in one or two sentences.
• How it differs from the listing, quoting the listing if possible.
• What evidence you are attaching.
• What you want: a refund, a replacement, a partial refund or a return label.

Hello, order 12345 arrived on 14 October. The listing says "includes charger and two batteries", but the box contained the device only (see attached unboxing video and photo). Could you send the missing items, or offer a partial refund? Thank you for your help.

Avoid threats, all capitals and long histories. Stick to facts. If you are offered a reasonable partial refund for a minor problem, accepting it can be faster than a full return, especially for international orders.

Sending an item back

• Wait for return instructions before shipping anything. Sending to the wrong address can lose you the item and the refund.
• Pack it well, ideally in the original packaging, and include any accessories.
• Use a tracked service and keep the receipt. Photograph the item and the sealed parcel before handing it over.
• Note the tracking number in your dispute or return request.

If the seller says no

1. Escalate on the platform. Most marketplaces let you ask the platform to review a dispute when the seller refuses.
2. Use your payment protections. If you paid by credit card or PayPal, you may be able to dispute the charge. See our guide to the safest ways to pay online.
3. Report problems. In the US, you can report a business to the FTC at ReportFraud.ftc.gov and find your state consumer protection office through USA.gov.

Special cases

Items that never arrived

This is a different process from a return. See what to do if your package never arrives.

Counterfeit goods

Describe the problem as "not as described" or "counterfeit" and include photos comparing the item with the genuine product. Our guide on how to spot counterfeit products lists what to compare.

Return and dispute checklist

• Read the return policy before you buy.
• Film unboxings of valuable or risky orders.
• Screenshot the listing and keep every message on the platform.
• Write down every deadline and act before it, not on it.
• Be polite, specific and clear about what you want.
• Keep disputes open until the refund has arrived.