Taobao refund for wrong, missing or damaged items: an evidence checklist

Separate the problem from the remedy

Do not describe every issue as a no-reason return. A wrong colour or size is a specification mismatch; a short quantity needs counting; damage needs item and packaging evidence. A function or authenticity complaint needs more than a general warehouse photo. Write the observed discrepancy without claiming a cause you cannot prove. Keep the original listing, selected Chinese SKU, approved quantity, invoice/order ID and seller messages. Ask who placed the marketplace order and who can submit its case.

Preserve a linked evidence packet

Photograph the parcel label, all sides of the unopened or as-received packaging where available, the inner protection and the exact defect. Keep an overview and a close-up; include a ruler or model label when relevant. For missing units, record the counted quantity and scope: one opened carton is not a count of the whole order. Preserve tags, seals, accessories and packaging; do not discard, repair, wash or relabel disputed goods before instructions. Redact unrelated addresses when sharing evidence outside the order team.

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Confirm deadlines without borrowing a platform rule

The JTLGO policy publishes an agent request window of 5 days (120 hours) after the status becomes Stocked in. This is JTLGO’s request workflow, not proof that every Taobao or 1688 listing has identical rights. Report a discrepancy immediately and ask support to confirm the seller-case deadline, required reason and order eligibility. A change-of-mind request and a seller-fault complaint can have different conditions. If the window is disputed or expired, still report the evidence and ask what options remain; do not invent an extension.

Get a written resolution before moving the goods

The same policy states that the seller decides the outcome. Ask for the proposed remedy, accepted quantity, return address, authorization, return transport responsibility, any service cost, refund destination and expected next update. Do not return goods to an address copied from an old parcel without confirmation. Ask the warehouse to hold the disputed units and identify unaffected units separately; storage and extra checks may incur charges under current pricing. After international dispatch, use the applicable shipping-claim process; a domestic seller-return workflow cannot simply be assumed.

Hypothetical case: 12 expected, 10 counted

Assume one order required 12 units and the warehouse counted 10 across every carton. The initial packet contains the approved order, carton labels and count record. Ask whether the missing 2 were shipped separately before alleging loss. If no separate dispatch is confirmed, request a seller response for 2 missing units. These are invented quantities, not a customer result; no refund amount or outcome is assumed.

Copyable discrepancy report

Order/SKU: [ ]. Approved quantity/specification: [ ]. Received quantity/variant: [ ]. Problem and affected units: [ ]. Photos/count/test references: [ ]. Stock-in time: [ ]. Current seller deadline: [ ]. Requested remedy: [ ]. Please confirm who files the case, whether disputed units are on hold, return authorization/address, cost responsibility and next update. Do not dispatch or alter disputed units until instructions are agreed.

Keep the request, seller response, return tracking and final resolution together. Before releasing unaffected stock, confirm its identity and quantity and receive a separate packing/shipping instruction. Evidence improves the case; it does not promise acceptance.