Returns & Disputes

Returns are a normal part of e-commerce operations, especially in cross-border sales. Mastersel manages the entire return process on your behalf — handling customer communication, receiving the returned items, and inspecting their condition. You’ll see the financial impact of returns reflected in your balance reports.

Return Flow

Here’s what happens when a customer returns a product:

1. Customer initiates return — the buyer requests a return through the marketplace
2. Item arrives at warehouse — the returned item is sent to the Mastersel logistics center
3. Condition inspection — the product is checked for whether it is unused, undamaged, and complete
4. Inventory assignment — valid returns are assigned to return inventory for processing
5. Batch return to seller — returned items are grouped and periodically shipped back to you

Condition Review Criteria

Returned items are inspected against these criteria:

• Unused — the product has not been used or shows no signs of use
• Undamaged — no physical damage to the product or packaging
• Complete — all original parts, accessories, and documentation are included
• Resellable — the product can be resold in its current condition

Common Reasons for Returns

• Product did not match the customer’s expectations based on the listing
• Item was damaged during transport
• Customer received an incorrect item
• Product data was unclear, misleading, or incomplete
• Buyer did not collect the item from the pickup point (unclaimed parcel)

How to Reduce Returns

While some returns are unavoidable, many can be prevented with good product data and careful packaging. Reducing returns saves time, improves your balance, and leads to better seller performance.

• Use accurate, descriptive product titles that clearly identify the item
• Provide high-quality product images that show exactly what the customer will receive
• Include correct product specifications (dimensions, weight, materials, compatibility)
• Use secure, protective packaging appropriate for the product type
• Keep catalog data consistent and up-to-date across all products

Dispute Handling

If you believe an order, return, or payout record is incorrect, you can raise a dispute with the support team. To resolve issues quickly, provide complete information:

1. Collect the relevant order number and product SKU
2. Note the date of the event and what you expected to happen
3. Take screenshots of the relevant dashboard screens
4. Review the related balance period and invoice records for context
5. Contact support with all of this information