How to photograph a damaged package for a refund or carrier claim
Updated · 4 min read
To document a damaged package for a refund or claim, photograph it before you do anything else: the sealed outside of the box with the shipping label, then every damaged spot from a wide shot to a close-up, then the contents, and keep the box and packing material until the claim is settled. Do it the day it arrives; claim windows can be short and differ by carrier and shop.
This guide covers the shots to take and their order, what to write down, and how to make the date easy to see. The rules differ between sellers, marketplaces and carriers, so always check their own claim page first and follow it where it disagrees with this guide.
What should I do before I open or move anything?
- If the box is visibly crushed, torn, wet or resealed, photograph it as it is before you open it. If you can, also photograph the moment you open it.
- If a courier is still with you, tell them and, where the carrier allows it, note the damage when you sign. Some carriers and shops have rules about refusing a delivery, so check which applies.
- Do not throw anything away, and do not try to repair the item. Keep the box, the padding and the paperwork.
Which photos do I need, and in what order?
1. The whole outside of the box, on a plain surface with good light, so any dents, tears or water marks show.
2. The shipping label, sharp enough to read the tracking number and the addresses.
3. Each damaged spot on the box, as a wide shot and then a close-up.
4. The packing inside: how the item was padded, or that there was little or none.
5. The item itself: the damage in context first, then up close, from more than one angle.
6. Anything that does not match the order, such as a missing part or the wrong item, laid out next to the packing slip.
Shoot in daylight or under a bright lamp, avoid glare, and check each photo is sharp before you move on. A short video turning the item around can help for damage that is hard to see in one still, but still take the photos.
What else should I write down or keep?
- The order number, the tracking number, the delivery date and the name of the seller or carrier.
- A plain description: what is damaged, what you expected and how you found it.
- Receipts, the packing slip, and the messages with the seller or carrier.
- The packaging itself, until the claim is closed. A carrier may ask to inspect it.
How do I show the date and time on the photos?
The iPhone Camera keeps the date and time in the photo's hidden data, visible when you swipe up in Photos. A shop's support team may never look there, and the data can be dropped when a photo goes through a chat app, a web form or an email client. Printing the date and time on the picture itself makes it visible to anyone who opens it.
Without an app you can write the date on a sheet of paper and place it in the frame with the item, or add it with Markup afterwards. Do not edit anything that changes how the damage looks.
How do I send the photos and protect my details?
- Send them as soon as you have them, through the claim form or the channel the seller or carrier asks for, and keep the originals on your iPhone.
- A shipping label carries your name, address and phone number. When you post photos in a public review or forum, hide those details; to the seller or carrier, send the label unhidden if they ask for it.
- A photo does not decide a claim by itself. The seller, marketplace or carrier makes the decision under its own rules, and a clear, honest set of photos taken the same day simply makes it easier.
Frequently asked questions
- What photos do I need to claim a damaged package?
- The whole outside of the box, the shipping label, each damaged spot as a wide shot and a close-up, the packing inside, and the item itself. Check the seller's or carrier's claim page for anything extra.
- Should I keep the box and packing material?
- Yes, until the claim is settled. A carrier or seller may ask to inspect them or may ask for photos of them.
- How soon should I take the photos?
- The day the parcel arrives, before you move or repair anything. Claim windows differ by carrier and shop and can be short, so read their rules.
- Does a timestamp on the photo guarantee my claim?
- No. It makes the date easy to see, but the seller, marketplace or carrier decides under its own rules. Clear, same-day photos and a plain description make a claim easier to assess.