Document the discrepancy
Record the purchase reference, model, quantity and carton identifier. Explain what was observed and attach the relevant photos or agreed inspection results. Separate a visible difference from an untested concern. Keep original packaging and labels where practical until the supplier explains what it needs to assess the case.
Obtain the supplier’s acceptance
Ask the supplier to confirm the receiving name, address, reference number and proposed outcome, such as assessment, repair, exchange or refund review. Confirm any deadline and required documentation directly for this order. A warehouse cannot determine a supplier’s return policy simply because it holds the goods.
Agree the work and cost
Identify who arranges collection, repacking and return freight and who pays for each step. Confirm whether the goods are still in China or have already reached the destination. A return from a Gulf country is a separate cross-border shipment requiring a fresh feasibility and documentation review. Do not describe the original outbound booking as covering a reverse journey.
Close each stage with evidence
Keep pickup and receipt evidence, then track the supplier’s processing decision separately. Delivery back to the supplier is not proof of a completed refund or a replacement shipment. Record the next follow-up date, responsible contact and unresolved cost. Release replacement goods only after their specification and shipping instructions have been confirmed.
Your preparation checklist
- Original order and discrepancy evidence
- Current location and goods condition
- Confirmed return recipient and reference
- Agreed outcome, charges and payer
- Pickup, supplier receipt and follow-up records
Get a return instruction before arranging movement
Identify the affected items and the reason for the request, with the order reference and available photographs. Ask the seller to confirm the return address, recipient, required reference and packaging instructions. Keep the buyer's approval of the return scope separate from any discussion about a refund or replacement.
Example: one incorrect item in a larger order
Illustrative example: a buyer receives one different model among several matching items. Identify the incorrect model and its package, then ask whether only that item should be returned. If it shares a carton with approved goods, agree the separation and repacking work before release. Do not return the whole order based on an instruction that names only one item.
Keep the outbound return traceable
Record which items were handed over, the package count and the available tracking or receipt reference. Ask who pays for handling and return transport before arranging the movement. A return shipment does not itself establish that the seller has approved a refund; retain the seller's written decision separately.
