Keep the transaction identifiable

Save the order number, seller information, listing, specifications, price, receipt, and relevant terms as they appeared when you purchased. Record the platform and the entity shown as supplying the goods or services. Consumer regulations address disclosure of the trader’s real identity. If the listing later changes, dated records can help explain what was offered without relying solely on the current page.

State what went wrong precisely

Distinguish non-delivery, damage, incorrect goods, a suspected defect, misleading information, and a change-of-mind return. Note delivery and discovery dates and describe the practical effect. These situations may involve different rights and conditions. Do not assume that the same return rule applies to every product, digital item, service, or cross-border arrangement, or that opening a complaint establishes a particular legal remedy.

Preserve the item and the surrounding records

Keep packaging, serial numbers, delivery evidence, photographs, and communications where relevant. Avoid altering the item while the condition is being assessed. If safety is a concern, stop unsafe use and seek appropriate assistance rather than continuing a test merely to create evidence. For any agreed return, confirm the destination and process and retain tracking and proof of delivery.

Make a specific request through a traceable channel

Explain the issue with the relevant order details and supporting material, then state the response sought, such as delivery, repair, replacement, or a refund. Consumer law and platform procedures may impose conditions and deadlines, so act promptly. Keep the seller’s response and any platform decision. A clear request helps show what was raised and what remains disputed.

Distinguish complaints from a final legal determination

If the matter remains unresolved, consider the appropriate platform escalation, market-regulation complaint channel, consumer-association assistance, or legal advice. Administrative complaint handling and a court claim are different processes. Ask about the correct party, applicable deadlines, and evidence before assuming one route preserves all others. Keep statements factual and avoid publishing private personal information as a way to pressure the trader.

From reading to preparation

Your preparation notes

  • Save the seller identity, listing, order, and payment records.
  • Record the delivery date and the exact nature of the problem.
  • Keep condition evidence and any return-tracking information.
  • State the requested remedy and preserve every response.

Reference points: PRC Consumer Rights and Interests Protection Law; implementing regulations effective July 1, 2024. Product exceptions and local procedures require review. Reviewed September 30, 2026.