Returns, Refunds, and Dispute Resolution
Domain 8: Returns, Refunds, and Dispute Resolution
This domain tests who pays, when, and what evidence wins. Return policy and dispute policy are separate.
Returns
The return window and reason code determine who pays return shipping. Defective, damaged, or wrong-item returns are seller-funded; buyer-remorse returns may be buyer-funded or free depending on policy. Refunds are usually issued after the return is received or after a policy window.
Claims and disputes
A-to-z claims are buyer claims against the seller for non-delivery, damage, or misdescription. Chargebacks are bank disputes. Winning requires delivery proof, signature, or a record showing the buyer received the item as described.
Worked example
A buyer claims "item not received" 10 days after the ship date. Tracking shows delivered to the address on file. The seller submits the tracking number, carrier name, delivery date, and the order address. The claim is likely denied. If tracking shows "in transit" with no scan for 14 days, the seller may lose.
Traps
Refunding before return receipt without a policy basis; arguing with the buyer in messages; submitting a screenshot instead of carrier tracking; and missing the claim response deadline.