In the e-commerce world, laws are generally built to protect the consumer. When a customer files a complaint for a product saying "arrived defective," "missing item," or "wrong product sent," and the issue is taken to the Consumer Arbitration Committee (THH), the management of the process largely falls on the seller.
"Verification Processes" Are the Seller's Responsibility
According to regulations, in claims of defective or missing goods, it usually falls on the seller to demonstrate with supporting materials or digital data that the product was shipped complete, intact, and correctly. Having issued an invoice or presenting a shipping receipt may not be sufficient as a supporting document on its own in some cases.
Why Might Standard Security Camera Footage Be Insufficient?
Standard warehouse security camera recordings presented to arbitration committees or review panels are often found insufficient for the following reasons:
- Matching Issue: It may not be clearly verifiable whether the package in the video truly belongs to the complaining customer.
- Time Uncertainty: If the recording date of a standard video file is not presented in a traceable format, its evaluation becomes difficult.
- Blurriness: A camera shooting from a distance or overhead may not have the clarity to show which specific model went into the box.
ParcelRec Timestamp: How Does It Make Processes Transparent?
For an electronic data to be considered a strong basis in reviews, it is important that it has a verifiable structure. ParcelRec supports the process in the following way:
Embedded Timestamp: The order barcode you scan while packaging with ParcelRec and the current local time (Second/Minute/Hour/Date) are embedded into the visual of the video as a watermark.
Thus, authorities reviewing the video can evaluate the process more clearly:
- It can be verified that the video was recorded specifically by scanning the relevant customer's shipping barcode.
- The processing time can be compared with the shipping company's "acceptance time."
- How the product was placed in the box can be seen transparently.
How to Add the Video to the Defense Petition?
It is practical to use the advantage of your digital archive when preparing your defense. You don't need to send physical media (CD/Flash Drive). Adding the following phrase to the relevant section of your petition can expedite your processes:
"You can access the video record of the packaging and preparation for shipment process of the order in question, which includes the order barcode and timestamp, from this link (Your Google Drive Link)."
Invest in Operational Transparency
Losses incurred in disputes can lead to additional costs beyond the product's cost. By making your processes transparent with the digital recording automation offered by ParcelRec, you can secure your operations.