Document Items and Shipments for Disputes

Why documentation wins disputes

Nearly every dispute comes down to two questions: what exactly was sent, and when? You can answer both with a few minutes of habit on each order. It costs almost nothing, and it is the difference between a provider taking your word and taking the buyer's.

Before you list

• Photograph the item in good light: front, back, corners, edges, and a close-up of any grading label or flaw. The more honest the photos, the less room there is for "not as described." See How to Take Photos That Sell.
• Write the description to match the photos. Mention flaws in words, not just in pictures.

Before you pack

• Take a photo of the item with a slip of paper in the shot showing your Sell For Free username and the order number. That ties the photo to this order and this day. The checklist on the Mark shipped step asks whether you did this.
• For high-value items, a short video of the item going into the package is worth the minute it takes.

Packing

• Cards: sleeve, then a rigid toploader or semi-rigid holder, then a team bag, then a rigid mailer or a small box with padding so nothing slides.
• Comics: bag and board, then a rigid mailer marked "Do Not Bend."
• Figures and toys: keep the original box intact and ship it inside a second box with padding on every side.

Shipping

• Always use tracking, and add the tracking number when you mark the order shipped. It is the strongest single piece of proof that an item left your hands.
• For orders of $200 or more, add signature confirmation. On a higher-value order between two people who haven't traded before, Sell For Free shows both of you a reminder to do this.
• Insure the shipment for what the item is worth, and keep the receipt. Carriers usually want proof of value and of how it was packed before they pay a claim.
• Mark the order shipped the same day you drop it off.

Keep the conversation on the order

Messages in the order thread can't be edited or deleted, and either of you can download a plain-text record of the whole order, with all times in UTC and your shipping checklist included. That record is far stronger than screenshots from somewhere else. If a buyer suggests moving the conversation elsewhere, politely keep it in the order messages.

If a dispute comes anyway

1. Stay calm and factual. Reply in the order messages.
2. Download the order record from the order page.
3. Gather your evidence: tracking and delivery confirmation, the photos with your username and order number, the listing photos and description, and the shipping receipt.
4. Send it to the payment provider by their deadline.

See also Safe Payments and Chargebacks for Sellers.

Your checklist

• Honest photos and description
• Photo with username and order number before packing
• Protective packing for the item type
• Tracking, plus signature confirmation and insurance on higher-value orders
• Order marked shipped the same day, with the tracking number
• Conversation kept in the order messages