An EcoFlow after-sales evidence pack that helps support reproduce a fault
Collect concise, non-sensitive fault evidence so an overseas buyer can obtain a meaningful response without repeated information requests.
Identify the unit and the event
Start with the order, exact model, serial reference and date of the incident. Describe what the user was trying to do, the connected equipment and the message shown on screen. “Does not work” forces support to guess; a short chronological account is more useful than a large collection of unrelated photographs.
Document without creating another hazard
Capture labels and visible messages only when safe. Do not instruct a customer to open the enclosure, defeat protection or recreate a dangerous event for a video. Where there is damage, unusual heat or another safety concern, stop use and follow the manufacturer’s support and local safety procedures.
Separate diagnosis from return authorization
A support case is not permission to ship a battery through an ordinary parcel route. Confirm the approved return process, responsible party and applicable transport arrangements before dispatch. Keep the agreed remedy, replacement identity and customer communication in the same case so the issue is not lost between exporter and retailer.
- Include settings and firmware where relevant.
- Remove account passwords and unrelated personal data.
- Record the final resolution and any replacement serial.
Common buyer questions
Frequently asked questions.
Should the buyer send the battery back immediately?+
Only after the responsible support party authorizes the return and the appropriate handling and transport process is established. Faulty battery shipments can require different arrangements from normal stock.
Turn product knowledge into a precise buying request.
Tell us the destination, products, quantity, configuration and delivery requirements.