Generally, the seller is responsible for such unclear problems. Even if customer service intervenes, the seller has little chance of winning. Most of the time the seller returns the goods and admits a loss. There are only a few possibilities for problems after receipt, including damage during transportation. This is a claim made by the sender to the express delivery company and has nothing to do with the buyer. For this reason you can only get a refund. Second, there is nothing wrong with the item, but the buyer deliberately found a reason to return it. Or the buyer damaged the item and doesn’t want to take responsibility. In this case, the buyer applies for a refund. Taobao will require sellers to provide a series of proof that the goods are not defective. Such as invoice, authorization, express delivery inspection certificate. If you can't provide it. You still have to refund the buyer. So it’s better to put down a soft stance, pretend to be pitiful to the buyer, and see if you can refund less.