After receipt: report the issue with the right evidence

Describe the event before asking for an outcome

Separate a transit problem from a product problem. A crushed outer box and a broken item call for parcel evidence; a working item that develops a fault later calls for its purchase and warranty record. A missing item requires comparing what was ordered, photographed, packed and received.

Start with a concise record: parcel and order numbers, delivery timestamp, what is wrong, when you noticed it and which photos show it. Keep the original packaging and avoid discarding parts before the carrier or support tells you what is needed. Reporting a problem is not a guarantee that compensation will follow.

Report damage or missing contents promptly

The captured signing and abnormal-products guidance uses a two-day postal or evidence window and a 72-hour support-report window. Follow the current route instructions and report immediately through both relevant channels; do not wait for one conversation to finish before starting the other.

Ask for a case reference, the evidence checklist, the next review step and the deadline for additional material. If the parcel is marked delivered but you did not receive it, request proof of delivery and a trace from the local carrier, and notify Kakobuy. The status alone does not explain whether there was a safe-place delivery, wrong address or another problem.

Policy example: Abnormal products after receipt, captured 10 October 2026. Check the applicable current terms.

Later faults depend on the product’s warranty

The captured guidance says Kakobuy can coordinate with a seller or manufacturer for an eligible in-warranty fault when you provide a warranty card and purchase receipt. It does not promise that the manufacturer will accept the request or provide the outcome you want.

The described coordination service has no agent service charge, but the customer bears return freight. Before shipping anything back, obtain instructions, an address, the agreed remedy and a cost breakdown. Consider the return cost, tracking, customs documents and whether replacement shipping is included.

• Keep the original purchase evidence and warranty conditions.
• Describe the fault and how it occurs, with relevant photos or video where requested.
• Check whether use, alteration, missing accessories or opened sealed media affects eligibility.
• Get written return authorisation before sending the goods; an unsolicited return may be difficult to match to a case.

If the explanation does not match the record

Ask support to identify the specific term and event behind its decision. For a deduction, request an itemised calculation. For a missing document, ask whether there is an acceptable alternative. Keep the discussion tied to one order and one case reference.

This desk summarises published service processes; it does not determine all statutory rights or dispute remedies in your location. Keep a complete record if you need to pursue a separate dispute through the relevant provider or authority.

An accessory is missing: compare the stages

Start with what the selected option includes. A seller’s hero image may show accessories sold separately. Compare the actual variant text with warehouse photos, any packing record and the contents received. A part outside a photo’s frame is not proof that it was absent from the warehouse.

Describe the strongest observation you can support: “the order includes two pieces; one was received,” or “the warehouse photo shows this part, but it is absent from the delivered box.” Keep seals, labels and packaging. Ask support which additional record is needed to distinguish a seller omission from a packing or transit issue.

Report within the applicable process while gathering evidence; do not wait for a complete theory of responsibility. Inspection scope explains what the warehouse images can establish, and receipt reporting explains why the carrier and agent records may both matter.