The strongest evidence for each kind of problem
Never arrived, damaged goods, or the wrong item. Which evidence decides it, and when you record it.
- Phone app
- Web console
When you build a dispute evidence PDF you pick the kind of problem. That kind is printed in the PDF so the reader sees the context straight away. The evidence in the PDF is the same whichever kind you pick, so what decides the case is the evidence you recorded back at packing.
Never arrived
The buyer says the parcel did not reach them. The evidence that decides it is the photo or video of the handover to the courier, plus a photo of the courier’s receipt if you have one. All of it is recorded at the handover to the courier.
Damaged goods
The buyer says the item is damaged. The evidence that decides it is the photos of the goods and the packaging before shipping, taken while packing.
Wrong item
The buyer says the contents differ from the order. The evidence that decides it is the photo of the contents before sealing, with the resi label readable.
Something else
Write out what happened in the note, so the reader can follow the sequence.
Videos do not go into the PDF. If the marketplace asks for video, see Sending evidence to Shopee or TikTok.
Last updated Oct 7, 2026