Separate the issue type first
A return, refund, cancellation, damaged item, wrong item, and delivery dispute are different issues. Start by identifying the exact issue because the next step, evidence, and customer expectation will change.
The message thread should show what the customer reported, what you confirmed, and what solution was offered. This protects both the customer and the seller if support needs to review the case.
Recommended resolution flow
- Ask for the minimum evidence needed, such as photos of damage, tracking status, variant received, or packaging condition.
- Compare the evidence with the order, listing, shipping method, and your fulfillment records.
- Offer the most appropriate solution: replacement, refund, partial refund, return instructions, or support review.
- Confirm any deadline, address, label, or customer action in the same thread.
- Update the order or support ticket after the action is completed.
Avoid dispute escalation
Most disputes escalate when the customer feels ignored, surprised, or asked to repeat themselves. Reply quickly, keep the explanation simple, and focus on the practical next step instead of debating blame.
- The customer has a written resolution path.
- All evidence is attached or described in the thread.
- Refund or replacement action matches the policy and order facts.
- Support can understand the timeline without private notes.