How can I ask a seller to explain a return inspection result?

Ask for an explanation of the stated findings, not just a repeated decision. Keep the note brief and identify the purchase so the seller can locate it. For example:

“Hello, I’m following up about the return for [item] from order [order number], submitted on [date]. I was told it did not pass inspection. Could you please describe the specific findings recorded during the inspection and explain which part of your return terms those findings relate to? If available, please share a copy of the inspection notes or another explanation. Thank you.”

This requests clarification without assuming the result is right or wrong. Review the seller’s return terms and purchase records as you prepare your message, and keep a copy of the message and response. [S1]

Use details that help identify the purchase and return: [order number], [item name or model], [purchase date], [return date or reference number], and the date or wording of the inspection notice. Then describe the issue in one or two factual sentences. For instance: “The notice says [exact wording]. I’m asking what specific condition was observed and how it relates to the return terms I reviewed.”

Avoid guesses about what happened, accusations, or broad claims about what the seller must do. If you have a receipt, return confirmation, policy copy, or the notice, you can mention that you’re attaching copies. Keep your originals and save a copy of what you send. The FTC’s complaint-letter guidance recommends identifying the transaction, explaining the problem, stating the outcome sought, and including copies of relevant documents rather than originals. [S1]

If your immediate goal is to understand the decision, ask for the findings and the return-term language first. If you also want the seller to reconsider, say so plainly and keep that request separate from the request for an explanation. For example:

“After reviewing the findings and the return terms, I’d like you to reconsider [requested outcome, such as processing the return]. If you cannot do that, please explain which term you relied on and what options, if any, are available.”

Choose an outcome that fits your situation; don’t imply that a particular remedy is guaranteed. If this was a marketplace purchase, the individual seller’s terms and the marketplace’s processes may differ. Ask directly, get the response in writing, and keep message copies. The available guidance does not establish whether an inspection is valid or which policy applies to your transaction. [S2]

Here’s a copyable version. Replace the bracketed fields and remove anything that does not apply:

“Hello, I’m contacting you about the return of [item] from order [order number]. I submitted the return on [date] and received a notice on [date] stating [briefly quote or summarize the notice]. Please describe the specific findings recorded during the inspection and identify the part of your current return terms that you applied. If available, please send the inspection notes or a more detailed explanation. My requested outcome is [clarification only / reconsideration of the return / other request]. I’ve attached copies of [relevant records]. Thank you.”

If the reply is vague, send one focused follow-up: “Thank you. Could you clarify what specific finding you mean by [unclear phrase] and which return-term provision it relates to?” Keep the exchange and any promises or next steps in your records. This approach organizes the question; it cannot determine the accuracy of the inspection or guarantee a particular outcome. [S1] [S2]