1. How it usually happens
You have decided to return an item: the product does not convince you, it is the wrong one, or you simply changed your mind. You put it back in the box, seal the parcel, and ship it. End of story... at least in theory.
Then the message arrives: "Damaged product", "incomplete item", "non-compliant return". And there begins the classic email exchange where each party is convinced of their version.
On the seller's side, there is a real risk of improper returns. On the customer's side, there is the opposite risk: a perfect product that "becomes" damaged along the supply chain. In the middle is the transport, adding a further layer of uncertainty.
A curious detail: many problems stem from tiny details invisible to the naked eye during packing, like forgotten accessories or missing protective materials. When the parcel is opened on the other end, the story can change completely.
2. What you need to prove
The goal is clear: to show that the product was intact, complete, and properly packaged before shipping.
You must be able to prove:
- the condition of the product before packing
- the absence of visible damage
- the presence of all accessories
- that the item matches what was purchased
- how it was packaged
- the condition of the parcel when it was sealed
Essentially, you are creating a "complete snapshot" of the moment the return is dispatched.
3. What to collect
You need a simple but comprehensive collection, leaving no gaps.
- Video of the intact product before packing it
- Detailed photos from multiple angles
- Footage of the included accessories
- Video of the entire packing process
- Photo of the product inside the box before closing it
- Images of the sealed parcel
- Detail of the shipping label
- Screenshot of the order and the return request
- Emails or instructions received for the return
- Shipping receipt
A frequent anecdote: many people forget to show the accessories. This is one of the most disputed points, especially for electronics and items with multiple components.
4. How to proceed
The procedure is simpler than it seems and only takes a few extra minutes.
Before starting:
- Prepare a tidy, well-lit surface
- Keep all product components within reach
- Start video recording
During documentation:
- Show the product closely and from a distance
- Pan slowly over surfaces to highlight the absence of damage
- Frame all accessories one by one
- Film the product being placed into the box
- Show any protective materials (plastic, styrofoam, etc.)
- Seal the parcel on video without interruptions
After sealing:
- Film the sealed parcel
- Show the label clearly
- Take a few supporting photos
- Keep the original files
- Use ExistBefore to timestamp the most important contents (video, photos, documents)
Imagine someone has to verify everything without ever having met you: the material must speak for itself.
5. Mistakes to avoid
Some mistakes make the documentation ineffective or disputable:
- Videos with interruptions or cuts
- Quick panning that fails to show details
- Missing images of accessories
- Packing happening out of frame
- Automatically modified or compressed files
A useful tip concerns continuity: the more linear the sequence, the less room left for interpretation.
Timestamping files at the right moment gives you an orderly and usable trail at no extra cost.
6. After documenting
Once the return is shipped, your position is much stronger.
- Keep the receipt and tracking number
- Track the delivery
- In case of a dispute, send the collected evidence immediately
- Involve the purchasing platform if necessary
- Contact your payment provider if there are refund issues
At this point, the difference is tangible: instead of arguing over memories or descriptions, you can show exactly what you shipped and in what condition.