Selling online? The photos to take before you ship, in case the buyer says it arrived damaged or not as described
Updated · 5 min read
Before you ship a sale, photograph the item as it really is (flaws included), everything that comes with it, any serial number, the item going into the box, and the sealed parcel with the shipping label. Keep the photos with the order, the tracking number and your messages until the buyer's return window has closed.
Most buyers are honest, but a few say an item "arrived broken", "was not as described" or "was a different one", and on many platforms the buyer's claim is decided quickly. Photos taken before you ship do not guarantee that you win a dispute, and the platform, the payment provider or the carrier decides under their own rules. They do let you show what you sent and when, which is far better than your word alone. This is general advice, not legal advice; read the platform's seller policy first.
What should I photograph for the listing and before I pack?
1. The item itself, in good light, from every side, using your own photos rather than stock pictures, so the listing and the item match.
2. Every flaw: scratches, marks, wear, missing parts. Close up, then one step back so the place on the item is clear. Say the same flaw in the description.
3. What is included: accessories, cables, box, manuals, tags. If something is not included, say so in the description.
4. A serial number, IMEI or model label, if the item has one, so the item you sent can be matched to the one that comes back.
5. If it is electronic, a short video of it switched on and working.
What should I photograph while I pack it?
- The item and its accessories laid out together, just before they go into the box.
- The packing: the item wrapped, the padding in place, the box before you close it.
- The sealed box from the top and the sides, then the shipping label stuck on, with the address and barcode readable.
- For anything valuable or fragile, one continuous video of the item, the packing and the label is quick and easy to follow. Say the order number out loud or write it on a note in the shot.
What should I keep from the drop-off?
- The receipt or confirmation from the carrier with the date, the carrier and the tracking number. Photograph it before you leave.
- A screenshot of the tracking page after you post it and again when it shows delivery, because tracking pages are not kept online for ever.
- If the carrier offers signed-for delivery or insurance, decide before you post; some platforms ask for tracking or a signature before they will pay out or protect a sale.
- Keep the buyer's messages and the order page, since they show what was promised.
What do I do when the buyer says it was damaged or different?
- Stay calm and reply in writing on the platform, not by phone or in another app, so there is a record. Ask the buyer for photos of the item and of the outer box.
- Compare their photos with yours: the flaw they point to, the serial number, the accessories. If something does not match, say what and show both photos.
- Send your evidence through the platform's own dispute or case process, with the tracking, the packing photos and the label photo.
- If the parcel was damaged in transit, the carrier's claim process is usually the way to go, and the packing photos show how it was protected. Rules about who bears the loss differ by platform, carrier and country, so read them.
- If the platform decides against you, ask what other evidence it accepts, and whether you can appeal.
How do I keep the date with the photos?
The iPhone Camera saves the date and time inside each photo, and the coordinates if Location Services is on for the Camera. That data is often removed when photos are uploaded to a platform, sent in a chat app or attached to an email, so the person reading the dispute may only see the picture.
Check that your phone's date and time are set automatically, and keep the original photos on your phone as well as any copies you upload. A date printed on the image itself stays visible wherever the file goes, which is useful when you need to show when you packed the parcel. Do not edit or retouch the photos you keep as evidence.
Frequently asked questions
- What photos should a seller take before shipping an item?
- The item from every side, every flaw close up, the accessories included, any serial number, the packed contents, and the sealed parcel with the shipping label. Keep the tracking number and the carrier's receipt with them.
- A buyer says my item arrived damaged. What can I do?
- Reply in writing on the platform, ask for photos of the item and the outer box, compare them with your own, and send your evidence through the platform's dispute process. If it was damaged in transit, the carrier's claim process may apply.
- Will my photos win a not-as-described dispute?
- Not automatically. The platform decides under its own rules and may favour the buyer. Photos of the item, its flaws and the packing, matched to an accurate description, make your account easier to follow.
- Should I film myself packing a sale?
- For a valuable, fragile or electronic item, yes: one take of the item working, the packing and the label is quick, and the date is easy to show if it is stamped on the video.
- How long should I keep the photos?
- At least until the buyer's return or dispute window has closed and the order is settled. Check the platform's policy for how long claims can be opened, and keep them longer for valuable sales.