Privacy & Evidence in Disputes

Yes, blur your face and any other personal details that are not needed to prove the dispute. Do not blur the address or label if they are part of the proof the platform needs to see, such as showing the parcel was delivered to the wrong place or that the label on the package matches your order.

The safest approach is to keep two versions of the photo:

• one unedited original, in case the platform or seller asks for the full image later
• one redacted version for upload, with only unnecessary personal data covered

Use the photo to prove the problem, not your identity. Usually that means leaving visible the parts that matter most, such as:

• the damaged item, torn parcel, broken seal, or missing contents
• the shipping label, tracking number, or order reference if it helps connect the photo to the shipment
• the delivery scene or parcel condition, if that is what the dispute is about

Blur or crop out:

• your face
• household addresses, flat numbers, door plates, or other private details that are not needed
• other people’s faces, children, neighbours, or bystanders
• any payment card, ID, QR code, or unrelated paperwork that appears in the frame

If the address itself is the point of the dispute, do not hide it completely. For example:

• If the parcel was sent to the wrong address, keep enough of the label visible to show the mismatch.
• If the photo only shows your home and the address is not relevant, blur it.

A common trap is over-redacting. If you blur the whole label, tracking number, or damage area, the platform may not be able to link the photo to your order or understand the problem. Another trap is uploading only a cropped close-up that removes the parcel context when the dispute is about delivery or tampering.

If the platform’s dispute form gives any guidance on evidence, follow that wording first. Check whether it asks for a full package photo, a readable label, or “uncropped” images. If the instructions are unclear, upload the clearest redacted version you can and keep the original ready. Save the order number, tracking number, and any message from the seller or carrier that mentions the parcel, because those details help match the photo to the case.

If you are unsure whether to hide the address, ask yourself one question: does the address help prove the problem? If yes, keep it visible enough to read. If no, blur it.

Practical tip: take the photo first, then make a redacted copy, so you always keep a clean original with the date, label, and damage exactly as seen.

Usually, yes: a seller may already have your full name and delivery address from the original order, and a dispute can sometimes add more visibility if the platform needs those details to handle a return or evidence check. But it does not depend only on the seller being Chinese; it depends on the marketplace, the dispute type, and how that platform shares data.

What to do now:

• Open the order and dispute pages and look for any privacy or data-sharing note. You want wording that says what the seller can see, especially your name, delivery address, phone number, or return address.
• Check whether the dispute is about “item not received,” “not as described,” or a return. If a return is involved, the seller may need an address for the return label or return confirmation.
• Save screenshots of:
• the order details page
• the dispute page or case number
• any message from the seller asking for your address, phone number, or other personal data
• any notice that says what information is shown to the seller

If the platform has a separate messaging system, use that instead of sending your personal details by email or chat. If the seller asks for information that is not needed for the dispute, ask the platform support team whether that information is actually visible to the seller and why it is needed.

If your concern is privacy or safety, there are two different situations:

• If the seller already had your full name and delivery address for shipping, the dispute may not add much new information.
• If the dispute is being handled through the platform, the seller may only see the data the platform chooses to share. That can vary by site and by case, so do not assume the same level of access for every marketplace.

If you want a clear answer, contact the marketplace’s dispute support, not just the seller. Ask:

• what personal data the seller can see in this specific case
• whether your full name, street address, and phone number are visible
• whether the seller can see a return address or only the delivery city/postcode
• whether any extra documents you upload will be shown to the seller

Include your order number and dispute case number. If you have already uploaded a screenshot, bank statement, ID document, or parcel label, mention that too and ask whether it is shared automatically.

If the seller is asking for more personal data than seems necessary, do not send it until the platform confirms why it is needed. If the dispute is about a return, use the address required by the platform or carrier instructions, not a personal message from the seller, unless the platform confirms that is the correct channel.

Practical tip: before uploading photos or documents, crop out your phone number, full address, and any barcode that is not needed for the dispute.

Avoid sharing any personal information that is not needed to prove the dispute. In most cases, you should keep only the order, tracking, payment, and item details that show what went wrong, and redact the rest.

Start by checking what the dispute actually needs to prove. The safest rule is: if a detail does not help show the wrong item, missing parcel, damage, refund problem, or payment issue, remove it before uploading.

Usually worth hiding:

• Full card numbers or full bank account numbers
• CVV/security codes
• Login details, one-time codes, passwords, QR codes that could be reused
• Passport, ID card, tax ID, or other government ID numbers unless the platform specifically asked for them
• Full signatures
• Personal phone numbers and email addresses if they are not needed
• Home address if it is already obvious from the order and not needed for the claim
• Names, faces, or children’s details in photos that are not relevant to the dispute
• Other order numbers, invoice totals, or account balances from unrelated purchases
• Any message threads that contain private details unrelated to the claim

Keep the parts that usually matter:

• Order number
• Tracking number
• Delivery date or tracking status
• Item name and description
• Photos of the parcel, item, damage, or wrong contents
• Payment reference that links the charge to the order

If you are sending screenshots, crop them so only the relevant line is visible. If you are sending photos of labels or packaging, cover or blur barcodes, addresses, and any unrelated names or reference numbers. If the seller or marketplace needs to see a label, let them see only the shipment details needed to match it to your case.

If the platform asks for identity verification, use only the secure upload method they provide and send only the exact document requested. Do not paste ID photos, bank statements, or card images into a public chat or email thread unless the organisation specifically requires that format. If they want proof of payment, a statement line showing the transaction is usually enough; hide other purchases.

If your dispute concerns delivery to the wrong address, the shipping name and address may be relevant. If the issue is damage or missing contents, your private address is often not needed unless it helps identify the parcel. If you are unsure, compare the evidence request with the dispute reason and keep only the minimum that supports that reason.

Before you submit, ask yourself: does this image or document prove the problem, or does it only expose private data? If it only exposes private data, redact it or leave it out. Save an original copy in case the marketplace later asks for a clearer version.

Practical tip: Make one redacted copy for the dispute and keep the unedited original stored safely in case the seller, marketplace, or carrier asks for the missing detail later.

I can’t confirm a fixed retention period for pasto.lt’s uploaded evidence from the information provided. The exact answer depends on pasto.lt’s privacy policy and dispute-record rules, especially whether the files are kept only for case handling, for legal obligations, or in backups after the dispute is closed.

What to do now:

• Check pasto.lt’s privacy policy and any dispute or help-page text for words like retention, storage period, deletion, erasure, attachments, dispute file, case record, legal obligation, and backups.
• Look at your closed dispute page or confirmation message for the dispute ID, closure date, and any note about evidence being kept after resolution.
• Save your own copy of everything before you ask about deletion: the uploaded file names, upload date, dispute reference number, and the final resolution message.

If the policy gives a specific period, use that as the answer. If it does not, ask pasto.lt support or the data-protection contact for three exact points:

• how long uploaded evidence is kept after the dispute is resolved
• whether the files are deleted, archived, or only hidden from your account
• whether any metadata or backup copies are kept for a different period

When you ask, include the dispute number and the date you uploaded the evidence. That helps them find the correct case and tell you whether the retention rule applies to the file itself or only to the dispute record.

If you want the evidence removed, make that request clearly and ask for confirmation in writing. If pasto.lt says it must keep the files, ask which part of the record is kept and until what date. If they can delete the evidence, ask whether the deletion covers the attachments only or the whole case record.

A useful warning sign is vague wording like “kept as needed” without any period or explanation. In that case, the next step is to ask which specific retention rule applies to your closed dispute and where it is stated.

Practical tip: before requesting deletion, download the closure notice and all uploaded files once more, because after the case is archived you may lose easy access to the exact evidence set you submitted.

Usually yes, if you upload it only through the official dispute channel and you hide anything sensitive that is not needed to prove the payment. Do not send an uncropped screenshot that shows your full card number, bank account details, CVV, passwords, or one-time codes.

Start by checking what the dispute actually asks for. The safest version is usually one that shows:

• the payment date
• the amount
• the merchant or marketplace name
• the transaction reference or order number
• only the last 4 digits of the card or account, if that is enough to link the payment

If your screenshot also shows your full card number, IBAN, address, email inbox, or any security code, crop or blur those parts before uploading. A payment confirmation only needs to prove that a payment was made; it does not need to expose your full financial details.

If the dispute is with the marketplace, use its own dispute form or order page upload area rather than sending the file by open email or chat. That matters because the official portal is more likely to keep the document attached to the case. If the marketplace asks for “proof of payment,” send the screenshot plus the order number so they can match it to the right purchase.

If the dispute is with your bank or card provider, check whether they want a payment confirmation, card statement, or merchant receipt. Different payment providers may accept different documents, so look for the wording in the claim form or message from them. If they ask for a “statement” rather than a screenshot, use the document they requested instead of guessing.

A few practical cautions:

• Never include a PIN, CVV/CVC, password, SMS code, or bank login screen.
• If the screenshot comes from your banking app, make sure it does not reveal other unrelated transactions.
• If the payment confirmation includes a reference number, keep a copy of the original file before editing, in case the dispute handler asks for the unedited version later.

If you are unsure whether a detail is safe to show, ask yourself whether it is needed to prove the payment. If not, remove it. Keep the full original screenshot saved on your device in case the seller, marketplace, or bank asks for a clearer copy or a matching transaction reference.

The one thing that changes the advice most is where you are uploading the screenshot: an official dispute portal is safer than sending it by ordinary email or chat. If you need to upload by message, ask the recipient to confirm that the file will be used only for the dispute and include your order number in the message.

Practical tip: before uploading, zoom out and check the screenshot line by line for anything that could be used to access your account or card, not just the payment amount.

Act as if the upload may already be visible to the other side of the dispute and try to limit further access immediately. The next step depends most on what you uploaded: a document with login, payment, ID, or address details is more urgent than a general screenshot.

Do this now, in this order:

• Open the dispute case and check whether the file can still be removed, replaced, or edited.
• If you can replace it, upload a redacted version and remove the sensitive one.
• If you cannot remove it yourself, send a message in the dispute thread right away and ask the marketplace or dispute team to delete or redact the attachment before it is reviewed further.
• In that message, include the case number, order number, the exact file name, and the time you uploaded it.
• Ask whether the file has already been shared with the seller, carrier, or another party.
• Ask what they can do to restrict access, not just to “look into it.”
• Save proof of what happened.
• Keep the upload confirmation, screenshot of the file name or preview, and the message where you asked for deletion or redaction.
• If the platform later says the file was not visible to the seller, that record helps you understand who actually saw it.
• If the uploaded file contains account or payment details, secure those separately.
• If it shows a password, verification code, or login details, change the password now and turn on two-factor authentication if available.
• If it shows a card number, CVV, bank details, passport, ID card, tax number, or other identity data, contact the relevant bank or issuer and ask what protective steps they recommend for that type of data.
• If it includes medical, address, or other private personal information, monitor the dispute thread and your accounts for any signs that the information was copied or reused.

If the sensitive file was only attached by mistake but not yet opened, your best chance is to act fast through the same dispute channel where it was uploaded. If the platform has already reviewed the dispute, ask whether the document can still be removed from the case record or hidden from the seller’s side. Do not assume that deletion from your screen means it is gone from the case file.

If you think the upload could lead to identity theft, unauthorized payment use, or account takeover, the key question is what data was exposed. A photo of your parcel label is different from a scan of your passport or bank card, so tell the support team exactly what type of information is in the file when you ask for help.

Practical tip: rename the accidental file before any follow-up upload so it is easy to spot, for example “redacted_invoice” instead of the original document name.

Yes, usually you can redact order numbers or invoice IDs if they are not needed to identify the purchase. Do not hide them if the dispute form, marketplace, or bank needs those exact identifiers to match your evidence to the order.

First check what the dispute reviewer asked for. Look for wording such as “order number,” “invoice ID,” “invoice reference,” “transaction ID,” or “proof of purchase.” If one of those appears, keep that identifier visible in the file you upload.

Then redact only the parts that are not needed:

• Your home address, phone number, email address, and any other personal data
• Full card numbers, account numbers, or barcode/QR data if they are not required
• Internal reference numbers that do not help identify the order

Do not over-redact. A common trap is hiding the exact number that links the document to the dispute. If the reviewer cannot match the invoice or screenshot to the case, your evidence may be rejected or ignored.

Keep these details readable when they matter to the dispute:

• The order date
• The item name or description
• The amount paid
• The order number or invoice ID if it is the reference used by the platform, seller, or bank
• The tracking number or delivery status if the dispute is about non-delivery or a parcel problem

If you are uploading a screenshot, make sure the relevant line is still clear after redaction. If you are uploading a PDF or image of an invoice, leave one visible copy of the key reference number and black out only the unrelated personal details.

If the platform lets you add text with the file, include the order number or invoice ID there as well. That helps if the image quality is poor or the redaction makes the number harder to read.

If you are unsure, use this rule: keep whatever the reviewer needs to verify the transaction, and hide everything else. The one detail that matters most is whether the order number or invoice ID is the only way to connect the evidence to your dispute. If yes, leave it visible.

Before you upload, save both versions:

• One unredacted copy for your records
• One redacted copy for the dispute file

If the marketplace, seller, or bank later says the evidence is unclear, you can resend the full version through a secure channel and quote the dispute or case number.

Practical tip: If you are redacting a screenshot, test it by zooming in and checking that the order reference, date, and amount are still readable on a phone screen.

Yes — you should usually hide the full card details before sharing a refund receipt. Keep enough visible to prove the refund, but remove anything that could let someone use your card information.

What to mask:

• Full card number
• CVV/CVC security code
• Expiry date, if it is shown
• Bank account number or IBAN, if the receipt includes it
• Barcode, QR code, or reference fields that reveal sensitive payment data, if they are not needed for the dispute

What should usually stay visible:

• Your name, if it identifies the payment
• Merchant or marketplace name
• Refund date
• Refund amount
• Currency
• Order number, transaction number, or refund reference
• The last 4 digits of the card, if the dispute is about matching the refund to that payment

The main trap is hiding too much. If you blur the merchant name, refund amount, date, or reference number, the other side may not be able to match the refund to your order. For a dispute, the goal is not to make the document private at all costs; it is to make it readable enough to prove that the money went back to the right payment method.

If you are sending it to the seller or marketplace, they usually only need proof that the refund was issued and which order it belongs to. A screenshot or receipt that shows the order number, refund amount, date, and a partial card number is often enough.

If you are sending it to your bank or card provider, keep the cardholder name and the last 4 digits visible unless they tell you otherwise. They may need those details to match the refund to the card used for the purchase. Ask them what identifiers they want before you redact the file further.

Before you send it, check that the document still answers these questions:

• Which order or transaction is this?
• How much was refunded?
• When was it refunded?
• Which payment method received it?

If any of those are hidden, the evidence may be weaker than necessary. Save the unedited original for yourself in case the dispute handler asks for a clearer copy or a follow-up screenshot from your bank app.

If the receipt includes both the original payment and the refund, focus on the refund line and keep the matching transaction number visible. That usually helps more than showing every line on the page.

Practical tip: if you are editing a screenshot, cover only the card number and security code, not the refund amount, date, merchant name, or transaction reference.

Yes. In most disputes, it is better to blur your phone number or email address before uploading the screenshots, as long as the conversation still clearly shows what was said, when it was said, and which order it relates to.

Do this first:

• Keep the message text visible.
• Keep the date and time visible.
• Keep the seller name, chat name, or sender name visible.
• Keep the order number, item name, or tracking reference visible if it appears in the chat.
• Blur only the personal contact details that are not needed to understand the dispute.

The main trap is over-editing. If you crop out the timestamps, sender details, or order reference, the screenshot may lose its value as evidence. A blurred phone number or email is usually fine; a screenshot that no longer proves which order or which conversation it belongs to is much less useful.

If your phone number or email is part of the issue, keep that detail visible in the original version. For example:

• If you are proving the seller contacted you on a specific email address, the full email may matter.
• If you are proving the chat happened on the marketplace’s own message system, the platform username and message thread may be enough, and your personal contact details can stay hidden.
• If the dispute team asks for “uncropped” or “original” evidence, upload the full version only through the secure upload method they give you.

If you are not sure whether the contact detail matters, ask yourself one question: does the number or email prove something about the dispute, or is it just personal data? If it is only personal data, blur it. If it helps show identity, timing, or communication channel, keep it visible until you know the reviewer does not need it.

What to send with the screenshot depends on the forum you are using:

• Marketplace dispute: include the chat image, order number, and any message where the seller agreed to a refund, replacement, delay, or return.
• Bank or card dispute: include the screenshot plus the order confirmation and payment reference, because they need to connect the chat to the transaction.
• Carrier claim: include the tracking number and the message showing the delivery problem or instruction, if relevant.

Save the original unedited screenshot on your device in case the marketplace, bank, or mediator later asks for the full version. You can then send a redacted copy first and provide the original only if they request it.

Practical tip: If you blur anything, leave one extra screenshot unedited in your files so you can resend proof quickly if the dispute team says the first version is too redacted.

Avoid uploading full scans or photos of your passport, national ID card, residence permit, or any file that shows your tax number unless the seller, marketplace, carrier, customs office, or bank has clearly said that exact document is required. The safest rule is: do not share any identity file that contains more information than the request needs.

The main trap is not only the document itself, but also files that reveal the same data in another way. That includes:

• passport pages with your photo, document number, MRZ code, date of birth, or signature
• front and back of an ID card
• tax certificates, tax ID cards, tax returns, or letters showing your tax number
• screenshots or PDFs of forms, invoices, customs declarations, or support chats that display those numbers
• cropped images that still leave the number visible in the edge of the file

If a dispute, refund, or customs case asks for proof of who you are, check the exact request first. If it only asks for your name, address, or order reference, do not send a full identity document. Send the smallest proof that matches the request.

If you must upload something, redact the sensitive parts before you send it:

• cover the passport or ID number
• cover the tax number
• cover the machine-readable zone on passports
• cover the signature if it is not needed
• cover the date of birth if the request does not ask for it
• keep only the fields that the case actually needs, such as your name and a matching address

If the platform says the document must be “clear” or “unmasked,” do not guess what that means. Check the upload instructions, help text, or case message for the exact fields they ask to see. If that is not stated, ask support to confirm:

• why they need the document
• which fields must stay visible
• whether a redacted copy is acceptable
• how long they keep the file and who can access it

Keep one unedited copy saved offline in case the dispute team later asks for the full version, but do not upload that version unless the request is explicit and you trust the channel is official. Also keep the request message, case number, order number, or tracking number, because those help show why you were asked for the document and make it easier to challenge an unnecessary request.

If you are sending evidence to a seller or marketplace, use the return, dispute, or support channel inside the platform where possible. If you send it by email or chat, include the case reference so the file is linked to the right order.

Practical tip: before uploading, open the file and zoom in to check every corner, because passport and tax numbers often remain visible in small text even after cropping.

Yes, edited or cropped photos can usually be used, but original files are stronger evidence. If the dispute system, seller, or carrier asks for “original,” “uncropped,” or “unmodified” images, send the originals as well.

What matters most is whether the photo still clearly shows the problem and cannot be read as misleading. A crop that only removes irrelevant background is usually less risky than one that hides the parcel label, the damage around the edges, or the full condition of the item.

What to do today:

• Keep the original files from your phone or camera. Do not overwrite them or re-save them through apps that may strip date/time data.
• If you need a cropped version to highlight the issue, submit both versions if you can:
• one full, original photo for context
• one close-up crop that makes the damage or defect easier to see
• Make sure the image still shows the key evidence for your claim. For a parcel dispute, that often means the package, label, and damage in the same set of photos.
• Avoid filters, heavy brightness changes, text overlays, or arrows that could make the image look altered. Simple cropping or light exposure correction is less likely to be a problem than edits that change what the item looked like.
• Save the file details if they exist, especially the original date/time stamp and the unedited version. If the photo was taken on a phone, the original file often carries more credibility than a screenshot or a picture downloaded from a chat app.

If you are choosing which version to upload, use this rule:

• If the platform only accepts one photo, upload the clearest unedited version.
• If the crop is necessary to show the defect, include the original too, or keep it ready in case support asks for it.
• If the seller or marketplace says “original file,” do not rely on a screenshot of the same photo unless that is all you have.

If you are already in a dispute, send the file names or reference numbers with the images and explain briefly what each one shows, for example: “full parcel,” “close-up of torn corner,” or “label with tracking number.” That helps the reviewer understand why the crop was made.

Practical tip: Before uploading anything, keep one untouched copy of every photo in a separate folder, because a full original is the easiest way to answer a challenge about whether the evidence was edited.

Usually, your uploaded dispute evidence can be seen by the platform’s case-handling staff, and by the seller only to the extent the platform shares it in the dispute process. It may also be seen by certain third parties if the platform uses them to process the case, or if the dispute moves into a payment-provider or legal process.

What to do first:

• Check the platform’s privacy notice and dispute/help pages for the exact wording on “who can access your data,” “sharing with sellers,” “fraud prevention,” “service providers,” and “legal obligations.”
• Save the evidence you uploaded and note the upload date, case number, and file names. If the platform later tells you something was shared, these details help you compare what you sent with what was visible.
• If your evidence contains personal data you do not want widely shared, look for any option to upload a redacted version. For example, hide card numbers, home address, signatures, or unrelated order details before sending.

In practice, access often falls into these groups:

• Internal support staff: the people handling your dispute, plus staff in fraud, trust-and-safety, or compliance teams if they need it for the case.
• The seller: usually only the parts the platform shows them, not necessarily your full upload set.
• Third-party processors: companies that host files, run fraud checks, or provide verification tools for the platform. They may process the data on the platform’s behalf, but the exact scope depends on the platform’s privacy policy.
• Payment providers or banks: if you escalate into a card chargeback, PayPal claim, or similar payment dispute, the payment provider may receive the evidence you submit there. That is separate from the marketplace dispute.
• Authorities or legal advisers: only if there is a legal requirement, a fraud investigation, or a formal request.

The main question that changes the answer is whether your case stays inside the marketplace or moves to a payment dispute. If it stays with the marketplace, ask the platform which teams and third-party processors can view uploads. If it becomes a chargeback or payment claim, ask your card issuer or payment provider what evidence they receive and whether the merchant can see it.

If you want a clear answer from the platform, ask support:

• Who can view my uploaded files in this case?
• Is the seller shown the full upload, a summary, or only selected images/text?
• Are any external processors or translators involved?
• How long are the files kept after the case closes?

Include the case number and the upload date when you ask. That makes it easier for support to identify the exact evidence set you are asking about.

Practical tip: if you upload screenshots, crop out personal details that are not needed to prove the problem, because those details may still be visible to anyone allowed to open the file.