When a seller rejects a return, repair or warranty request, the quality of your evidence can matter as much as the wording of your complaint. Before writing an angry email, build a small, chronological file. It makes the facts easier to check and gives the trader, a consumer centre or an alternative dispute body something concrete to assess.
This checklist is general information for EU consumers. National procedures and deadlines can differ, so verify the current official route for your country before escalating.
The five items to save first
- Proof of purchase. Keep the invoice, order confirmation, receipt or payment record. Include the order number, date, seller identity, product and price.
- The product or service description. Save the listing, specifications, advertised delivery date, warranty wording and any promotional promise that influenced the purchase.
- Your communications. Export emails and take screenshots of chat messages, contact forms and support tickets. Keep the date and the seller’s exact reply.
- Evidence of the problem. Photograph damage, record a short video when the fault is intermittent, or save the file/error message that demonstrates the service problem. Do not edit the original files.
- A simple timeline. Write one line for each important event: purchase, delivery, first fault, notice to the seller, response and attempted solution.
Preserve originals before summarizing them. A short complaint is easier to read, but the original invoice, message and photograph are what let another person verify your account.
Turn the evidence into a clear complaint
Put the remedy you want near the top: repair, replacement, refund, cancellation or another solution that fits the situation. Then connect each factual claim to one piece of evidence. Avoid sending a folder of unrelated screenshots; label files with dates and use a short index.
| Evidence | What it establishes |
|---|---|
| Receipt or invoice | Who sold the item, when and for how much |
| Product page or contract | What was promised |
| Photos, video or test output | What is wrong and when it appears |
| Support correspondence | What you already requested and how the seller responded |
| Delivery record | When the item arrived or failed to arrive |
If the dispute is cross-border and direct contact does not resolve it, Your Europe lists alternative dispute resolution and the European Consumer Centres Network as possible routes. A formal complaint process may ask you to attach supporting documents, but send only what the receiving body requests and redact unnecessary personal data.
Use ClaimForge for the drafting step
ClaimForge can help turn the timeline and seller response into a clearer draft. Paste the relevant reply, check the detected issue, and review the proposed letter before sending it. It is a preparation tool, not a court, regulator or substitute for legal advice. Keep your original evidence locally and decide yourself what to share.
For a step-by-step escalation path, see how to file a consumer complaint in the EU. Our EU consumer rights guide provides broader context on guarantees, returns and repairs.
Privacy and redaction checklist
Before attaching anything, remove card numbers, passwords, access tokens, unrelated addresses and other people’s personal data. Keep an untouched original offline, then make a redacted copy for the trader or dispute body. If a screenshot includes a long email thread, crop it only after saving the full version.
Frequently Asked Questions
Do I need every document before contacting the seller?
No. Start with the clearest proof of purchase, the problem and the remedy you want. Add more evidence if the seller requests it.
Should I send original files?
Keep originals and send copies. Preserve metadata where it matters, and redact unrelated personal or payment information.
What if the seller ignores my complaint?
Keep the dated message and any delivery confirmation. Then check your national consumer authority, an ADR service or ECC-Net route, depending on the dispute and countries involved.
Is this legal advice?
No. EU consumer rules interact with national implementation and individual facts. Verify the current official guidance for your country.