Shopee & Lazada dispute evidence checklists
Marketplace dispute reviewers assess evidence packages, not raw conversations — so a pre-shipment photo plus a delivery tracking screenshot beats any paragraph of explanation. Below is the exact evidence checklist that wins each Shopee and Lazada seller dispute, the response deadline for each, and why each item matters. Build the pack before you write a word of response.
Shopee refund dispute
⏱ 5 calendar days to respond- 1Pre-shipment photo or video — Shows the product condition, SKU label, and packaging at dispatch.
- 2Waybill / tracking screenshot — Proves successful delivery or the last known scan.
- 3Chat records with the buyer — Especially where the buyer's description contradicts the refund reason.
- 4Order confirmation screenshot — Confirms the exact product the buyer ordered and received.
Shopee return request
⏱ 2 days to accept or reject- 1Pre-shipment photo (item + SKU + packaging) — Proves the item matched the listing and was dispatched in good condition.
- 2Original listing screenshot — Rebuts an 'item not as described' reason when the listing was accurate.
- 3Chat records — Shows the buyer's stated issue and any inconsistencies.
- 4Unboxing video of the returned package (if fraud suspected) — Documents an empty box, substituted, or different item on arrival.
Shopee chargeback
⏱ ≈5 business days to supply evidence- 1Proof of delivery (signature or delivery photo) — Banks require confirmation the item reached the buyer.
- 2Proof the item matched the product description — Counters a 'not as described' or fraud claim at the bank.
- 3Customer communication records — Includes any refund already processed, to avoid a double refund.
- 4Original transaction receipt — Shows the buyer name, amount, and date for the issuing bank.
Lazada refund dispute
⏱ 48 hours to respond- 1Pre-shipment photo/video (SKU + order # + packaging) — Proves saleable condition at dispatch.
- 2Airway bill photo from the logistics provider — Confirms dispatch weight matches the item weight.
- 3Delivery confirmation screenshot — Lazada weighs logistics POD heavily on 'item not received' claims.
- 4Lazada chat transcript — Captures the buyer's account of the issue.
- 5Original listing screenshot — Shows the specs matched what was dispatched (screenshot it as soon as a dispute opens).
Lazada return dispute
⏱ Respond promptly in Seller Center- 1Pre-shipment photo — The single most decisive factor in a Lazada return ruling.
- 2Original listing screenshot — Demonstrates the item matched the listing description.
- 3Chat records — Shows the buyer's description contradicts the physical item.
- 4Unboxing video of the return (if a different item is returned) — Lazada can rule for the seller in documented return-fraud cases.
Lazada cancellation dispute
⏱ Respond once escalated- 1Waybill / shipping confirmation with dispatch timestamp — Proves the order was already dispatched when the buyer cancelled.
- 2Tracking screenshot showing the package in transit — Reclassifies the case from cancellation to return.
- 3Dispatch time vs. cancellation request time — Establishes you shipped before the cancellation was raised.
Build the pack in 60 seconds, not 60 minutes
Hail Pilot assembles these evidence items for you the moment a dispute opens — pulling the order, chat, tracking, and your pre-shipment photos into a structured pack you approve on Telegram before the deadline.
FAQ
What is the strongest evidence for a marketplace dispute?
A pre-shipment photo or video showing the item's condition and SKU, combined with a delivery tracking screenshot. This pairing proves both what you sent and that it arrived, and outweighs written explanations.
Do I need different evidence for Shopee and Lazada?
The core items are similar, but Lazada weighs logistics proof-of-delivery more heavily and prompts for specific evidence fields, while Shopee is a freer-form submission. LazMall quality disputes also require brand authorisation documents.
When should I take pre-shipment photos?
Before sealing every package — capture the item, the SKU label, and the outer packaging in one frame. It takes under 30 seconds and eliminates the most common evidence gap: being unable to prove condition at dispatch.