Return-to-dispatch reconciliation
A return inspection should answer two separate questions: is this the same item and what changed after dispatch? Starting from memory invites disputes. A time-stamped dispatch record gives the seller and buyer a more neutral comparison point.
Direct answer
Quarantine the unopened return, record carrier and package condition, and film or photograph the opening under a consistent procedure. Match item identifiers, distinctive wear, accessories and packaging to the dispatch file. Inspect every previously recorded zone plus the customer's reported issue, then classify findings as pre-existing, transit-related, customer-reported but unconfirmed, newly observed or identity mismatch. Preserve evidence, follow the published return terms and applicable law, and make restock, service, hold or claim decisions only after the comparison is reviewed.
Use this before requesting a quotation
Record return authorization, carrier, tracking, delivery time, package dimensions, weight where available, seal state, crushing, moisture and external labels before opening. Keep the parcel isolated from sellable inventory until item identity and condition are resolved.
Use continuous video or a documented photo sequence showing all package sides, seal opening, packing layers, included items and first view of the product. The process should protect privacy and avoid implying that video alone decides responsibility.
Compare serial or date identifiers where present, measurements, distinctive marks, prior wear, repair locations and dispatch photographs. Also match detachable straps, cases, cards and other item-specific accessories. Stop the process if identity cannot be reconciled.
Use the dispatch checklist, lighting and photo angles where practical. Examine exterior, interior, hardware, closures, shape, odor and category-specific functions. Add focused checks for the buyer's stated reason without overlooking unrelated new findings.
Mark unchanged pre-existing condition, change visible in transit evidence, new cosmetic change, new functional issue, missing accessory, packaging-only damage, reported issue not reproduced or identity mismatch. Avoid assigning fault inside the observation field.
Review the exact return, refund, shipping and warranty terms shown at purchase plus applicable consumer law. Do not add an undisclosed deduction or limitation after the return. Escalate legal, payment or fraud questions to the responsible specialist.
Choose refund processing, restock after updated listing, cleaning, repair, further authentication, carrier claim, evidence hold or other approved action. Regrade and rephotograph before resale. Keep decision, approver, buyer communication and inventory location together.
Reusable buyer brief
Return authorization and order reference: Carrier, tracking and arrival timestamp: Outer package, seal and label condition: Opening media filename and reviewer: Item identity and dispatch-file match: Included accessories and packaging match: Customer-reported issue and reproduction steps: Dispatch condition versus return condition: Prior, transit, new or unresolved findings: Applicable return terms and escalation: Disposition, approver and buyer communication: New grade, images and inventory location:
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Before you send the request
No. Quarantine them until identity, accessories, condition, reported issue and disposition are reviewed. Regrade and update the listing before resale.
It records arrival and opening evidence but may not decide responsibility alone. Compare dispatch records, packaging, carrier evidence, terms and applicable law.
Stop restocking and preserve the parcel, item, images and communications. Escalate through the seller's documented identity-mismatch and dispute process.
Yes before resale when condition, packaging, included items or grade changed. Current listing media should show the current item state.
Keep the request specific
An inspector should document what arrived and how it compares with dispatch. Responsibility may depend on contract terms, carrier evidence, consumer law and other facts. Keeping neutral observations separate makes later resolution more defensible.
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MINJI separates arrival evidence, identity matching, condition comparison and commercial disposition. FTC warranty and advertising guidance informs clear terms and truthful condition communication; this operational checklist is not legal or fraud-determination advice.
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Send the product reference, estimated quantity and destination so the conversation starts with useful context.
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