Refund Decision Tree

RESELL LAB — REFUND / EXCEPTION DECISION TREE 1. IDENTIFY THE TRANSACTION - Match buyer, item/unit ID, date, payment, and original listing. 2. CAPTURE THE CLAIM - What exactly is wrong? - When was it first noticed? - Can the issue be demonstrated? 3. REVIEW ORIGINAL EVIDENCE - Condition notes - Photos/video - Test results - Messages - Shipping/packing evidence where relevant 4. CLASSIFY A. Verified pre-existing defect B. Listing misunderstanding / disclosure issue C. Shipping damage D. Buyer-caused damage / changed condition E. Unresolved or insufficient evidence 5. APPLY THE RELEVANT LAW / PLATFORM / PAYMENT RULES Your internal policy never overrides applicable consumer law, marketplace rules, or payment-provider requirements. 6. CHOOSE THE APPROPRIATE PATH - Troubleshoot - Return for inspection - Replacement - Repair - Refund/partial resolution where appropriate - Escalate/dispute where appropriate 7. CLOSE THE LOOP Record cause, cost, supplier link, and the process change that could prevent a repeat.