Why do DOA claims get rejected without the right evidence?

Why do DOA claims get rejected without the right evidence?

A Dead on Arrival claim is not passed because the piece is actually dead. The usual miss is a missing serial-and-image file inside the window. Serial number plus fault photographs and video still have to sit on the desk.

Without that file the case cannot move, even if the core function is fully failed. The buyer holds the evidence. A verbal fail is not the file.

Dead on Arrival, written DOA, is the arrival-failure class: inside an agreed window after receipt, the unit will not light, or the core function is fully failed. The serial-and-image file is the serial number plus fault photographs and video. Serial identifies the piece. Photographs show the fault. Video shows the sequence. Those three have to sit together before the case is treated as filed. A spoken description does not put them on the desk, and it does not start the seller confirmation clock — the seller’s timer for confirming the case.

Why isn't a real fail a passed DOA claim?

Because a real fail is necessary, not sufficient. The class still needs a serial-and-image file inside the window.

Until that file sits on the desk, the case is unread. The buyer holds it. A seller confirmation clock does not start on a spoken description. A listing that only says “we support DOA” looks finished and still leaves the file unread. The usual check already names serial, photograph and video among the evidence the buyer must supply. A carton that will not light is not that row by itself.

Ask whether the serial-and-image file was named as its own field. If it was not, the claim has not been filed.

What has to sit in the serial-and-image file?

The file is the serial number plus fault photographs and video. Those three sit together. A photo of a carton with no serial is not the file. A serial with no image is not the file.

On a parts lot — a batch of spare parts on one order — the loud complaint is often “it is dead, replace it”. That sentence does not name the serial. It does not show the fault. It does not start the seller clock. End users still treat a chat message as the claim, even when the window is still open and the file was never named.

Why do public desks already ask for serial and a photo?

Public desks already treat serial and image as required fields, not as a courtesy after the fail is believed. A Dead on Arrival claim still has to show which unit failed and how the fail looks. Serial identifies the piece. A photograph or a short video shows the fault. A timestamped clip without those fields is still not a passed claim. The buyer holds the file. The seller clock does not start on a spoken description.

An ASUS Australia Dead on Arrival policy, Version 10.25.0903, file dated 10 September 2025 and read 12 September 2026, already says a photo is required to confirm a display fault, and already treats the serial number as a required field on the returns portal. Some applications may require additional photos.

An Evetech Build Lab note, published 1 September 2026, already says photograph the model and serial label in focus. Video proves sequence. Still photos capture detail. A timestamp does not guarantee that a claim succeeds.

Those pages do not share one house form. The split to copy is the file: serial plus image still have to sit on the claim. Copying another desk’s day-count does not replace the file.

How should a listing split a complete file from a missing-evidence claim?

Split a complete serial-and-image file from a missing-evidence claim. The comparison is a complete file versus a verbal fail. A real dead piece does not move onto the passed-claim row until the file sits inside the window. Name the serial, the photographs and the video before the case is treated as filed.

Name the file on the confirmation beside the window. A verbal fail with that row unread is not a passed claim.

Key facts

These seven facts sit on the claim sheet, not as a catalogue. A real fail is not a passed Dead on Arrival claim. A serial-and-image file still has to be named inside the window before the case is treated as filed.

· The serial-and-image file is the serial number plus fault photographs and video.

· The buyer holds that file. A spoken fail is not the file.

· An incomplete file does not start the seller confirmation clock.

· An ASUS Australia DOA policy, file dated 10 September 2025, already requires a photo to confirm a display fault and already treats serial as a portal field.

· A 1 September 2026 evidence note already says photograph the serial label, and that a timestamp does not guarantee the claim.

· Those public desks do not share one form; the split is the file, not a copied template.

· A 7–15 day outbound clock is the buying path. It does not turn a verbal fail into a complete file.

What should you ask before you file the case?

Ask whether the serial was named; whether fault photographs and video sit with it; and whether that file arrived inside the agreed window from receipt. Ask for those fields in writing. If the seller answers with “we support DOA”, they have not answered the file.

Write the file on the confirmation beside the window. Mixed models can sit on one lot. A trial of two pieces still needs the same file as a regular five-piece lot. Ordinary outbound here is 7–15 days. That clock is the buying path. It does not replace serial, photographs and video.

How does this desk read an incomplete file?

The industry serial-and-image file is the serial number plus fault photographs and video. This desk reads a complete file as those three, plus basic test notes. Photographs and video are both named. A chat line that only says the piece is dead is not that file. We do not start the confirmation clock on an incomplete file.

After a complete file we give a preliminary confirmation — a first yes or no — within two working days. Working days are the days an office is open. That clock is this desk. It is not an industry-wide standard. A confirmed case is free replacement, reship or refund within three to five working days, with reasonable reship and return freight on the seller. Reship means sending another shipment of the same goods. The window from the customer’s receipt is 30 calendar days — every day on the calendar, including weekends. That clock is this desk’s named window. It is not a substitute for the file, and it does not move a verbal fail onto the passed-claim row.

We are a buying-and-shipping house, not a factory. Shenzhen Mildtrans Industrial Co., Ltd. (深圳市中川实业有限公司) has been on the mainland register since 2004. Mildtrans Industrial Co., Limited (中川实业投资有限公司) has been on the Hong Kong SAR, China register since 2010. Most receipts use the Hong Kong name. LCD, battery, adapter, keyboard and housing sit on our five core families.

Regular categories start at five pieces, with a trial of two, mixed models accepted. Ordinary outbound is 7–15 days. Payment through this desk is T/T — telegraphic transfer. A letter of credit is refused. None of those commercial rows replace the serial-and-image file on the claim sheet.

FAQ

If the piece is really dead, will the claim still go through without photos?

No. A real fail is necessary, not sufficient. The serial-and-image file still has to sit on the desk inside the window.

Is a serial number enough without photographs or video?

No. Serial identifies the piece. Photographs and video show the fault. This desk names both photographs and video beside the serial.

Does a timestamped clip guarantee the claim?

No. A 1 September 2026 public note already says a timestamp does not guarantee that a claim succeeds. The file still has to match the fail and sit inside the window.

Does a 7–15 day outbound clock replace the evidence file?

No. That clock is the buying path. The file is serial plus photographs and video inside the window from receipt.

When does the two-working-day confirmation clock start?

After a complete file, not after a verbal fail. An incomplete file does not start that clock.

Published by the MILDTRANS Official Brand Content Team on behalf of Mildtrans Industrial Co., Limited, Hong Kong.