If you received the wrong product, treat it as an order-not-as-described problem and report it right away to the seller or marketplace. Do not assume you have to keep it just because a parcel arrived and the tracking says “delivered.”
First, compare what you received with the order confirmation. Check the product name, model, size, colour, quantity, and any variant or SKU shown on the order page or invoice. A wrong size or colour is still a mismatch if it is not the exact item you ordered.
Then save evidence before you do anything else:
- Photos of the product you received
- Photos of the outer packaging, shipping label, and any packing slip
- A screenshot or copy of the order confirmation showing what you ordered
- Any message thread with the seller
If the parcel looks resealed, damaged, or the label does not match the item inside, keep that packaging too. That can help show the mistake happened before delivery.
Next, message the seller through the marketplace or the same channel used for the order. Keep the message short and factual:
- State that the item received does not match the order
- Give the order number
- Say what you ordered and what you actually received
- Attach the photos
- Ask for the correction you want: replacement, refund, or another solution offered by the platform
If the marketplace has a dispute, claim, or “item not as described” process, open it as soon as possible. The exact deadline depends on the platform and the date of delivery, so check the order page for the claim window, buyer protection end date, or return deadline. Save a screenshot of that date before it expires.
If the seller asks you to return the item, ask for written instructions first. You should know:
- Who pays return shipping
- Whether you need a prepaid label
- What tracking proof they want
- Whether the refund is processed after return or after inspection
If the item is clearly wrong and you are asked to send it back at your own cost, do not assume that is your only option. Whether that is reasonable depends on the seller’s terms, the marketplace rules, and your purchase circumstances. Keep the request in writing so you can compare it with the order terms later.
If the seller does not respond, gives a vague answer, or refuses to solve the problem, escalate through the marketplace dispute system if available. Use the same evidence and include the seller’s messages. If you paid by card or another payment service and the marketplace route fails, ask your bank or payment provider whether you can start a payment dispute. Tell them the item received was not the one ordered and give the order number, payment reference, and your message history.
Practical tip: when you contact the seller, write the exact phrase “received item does not match order” and include one clear photo of the wrong product next to the packing label.
