In this article, we’ll briefly show you how to handle document requests for MoneyBack cases. Generally, such a request is only made if we need additional documents from you or a specific signature to move the case forward or to open it in the first place.
For standard cases that are already open and where we need additional documents—such as original invoices—you would upload the documents directly to the respective case in Seller Central. The same applies if you always want to sign the packing list yourself (if you’ve set that option), though in this case you’d first download the packing list and sign it, or upload the original packing list you’ve signed. When you click “Upload” in MoneyBack, you’ll be redirected directly to the case. Please don’t forget to always click the “Mark as Submitted” button when you’re done.
The process is similar for preliminary cases. These are cases that require a document to be submitted in advance in order to be opened. If you’ve applied the recommended settings in the “General Settings” window, there isn’t much for you to do.
However, if you’ve selected here that you always want to sign the documents yourself, you’ll need to upload them in a few steps; see the screenshot below:
The process at this stage involves downloading the packing list as a PDF (1), signing it, uploading it again (2), and then marking it as submitted (3). This time, the document is stored locally in VO, since there is no open case yet.