Returns and disputes โ preparing for INR and SNAD
Do enough volume and trouble will happen. The difference between the calm and the rattled is how much you prepared before it did. Here are the two common cases and the basics of handling an open one.
1. The two big cases
- INR (Item Not Received): doesn't arrive, or tracking stalls midway.
- SNAD (Significantly Not As Described): arrives, but materially different from the description.
Most buyer protection runs on these two axes. The relief is that both have clear preventive moves.
2. Prevention is most of it
- Ship with tracking (prevents INR): keep the status provable by number.
- Grade down and show photos (prevents SNAD): โ condition grading in English.
- Pack thick (prevents damage): โ packing & insurance.
The previous two guides are, directly, your prevention for SNAD and damage claims.
3. When a case opens
- Don't reply with emotion: facts, records, photos, calmly. Arguing only lowers your standing.
- Respect the deadline: platforms have response windows; letting one lapse automatically goes against you. Move fast.
- Produce the record: tracking number, packing photos, message history. An honest record is the strongest tool.
4. Return, or partial refund
Decide by the item's value, the cost of return shipping, and whether it can be resold. For low-value items, a partial refund or re-ship is often more sensible than waiting on a return. For high-value items, take it back and inspect. Either way, deciding by long-term account health removes the hesitation.
5. Feedback and account health
A single handling feeds your feedback and account metrics (case rate, resolution rate). Protecting health beats a few thousand yen short-term. Rather than dwelling on one lost case, moving calmly to the next gives better results.
6. Relation to niixo's "full refund"
The "full refund if you can't buy it" on sourcing research (preparing) covers the case where the source stock has vanished at the sourcing stage โ it is separate from the after-sale support you give your own buyer. Even using a lead from the exchange, your post-listing buyer support is still required as usual.