Changing an item
An exchange depends on seller handling and replacement availability. It can add another domestic movement and a new item record. Confirm what will replace the original choice rather than assuming “exchange” preserves every detail.
Pre-dispatch decision
Handle an item problem before international shipping
A seller return, an exchange and a parcel claim happen at different stages. Start by locating the item in the buying process.
Start with where the item is
Seller or domestic transit
The seller and domestic delivery record are central. The warehouse may not yet have the item to photograph.
At the warehouse
Photos, inspection notes and the stored-item record can support a visible issue before international dispatch.
Already dispatched
Once the parcel has left the warehouse, treat the issue as a delivery or parcel problem and keep the tracking, packaging and delivery evidence.
What supports a return request
Describe the difference precisely: wrong option, missing piece, visible damage or a measurement that conflicts with the ordered choice. Attach the record that shows what was ordered and the image that shows what arrived.
- Product or order reference
- Selected option and quantity
- Relevant warehouse photo or measurement
- A short description of the mismatch
- The result requested: return, exchange or clarification
Returning the item
A return sends the item back through the seller process. The requested amount, any domestic movement and the final refund record may not all appear at the same moment.
Requested and settled refund amounts
Request created
The desired resolution and supporting evidence are recorded.
Seller handling
The item or claim is reviewed under the seller’s conditions.
Refund recorded
Read the settled amount and destination in the current account record.
If the parcel has already left
If the parcel has already shipped, follow the delivery or parcel-support path rather than the seller-return process. A delivery loss, damaged outer parcel or tracking exception needs shipment evidence and the relevant protection terms. Keep the warehouse photos too: they can help distinguish pre-dispatch condition from parcel damage.