You sent a carefully wrapped electronic device or cosmetic product with a high market value to your customer. A few days later, a message drops into your marketplace Seller Panel: "I received the package, but the box was empty!" or "Only 1 out of the 3 items I ordered was inside the package."
In this most frustrating e-commerce fraud method, marketplace customer representatives rightfully try to remain neutral. The customer says "it didn't arrive," and you say "I sent it." So who will be proven right?
Is Saying "I Sent the Product" Enough?
Unfortunately, no. Marketplaces do not accept arguments like "I issued the invoice," "The dimensional weight is high," or "I have a warehouse exit slip" as definitive evidence. You must prove that the product actually went into the shipping bag.
If you don't have indisputable visual/video evidence showing the products being individually placed into the package, the marketplace will refund the order amount to the buyer to ensure customer satisfaction.
The Evidence That Proves the Seller 100% Right in Dispute Processes
The moment a customer complaint is opened, if you present a timestamped (date and time embedded) and barcode-matched video of that product's packaging, the discussion is closed.
The most professional and hardware-free (camera-less) way to do this is to use ParcelRec. Here is how the process works:
- Open Your Panel When a Problem Occurs: Log into the ParcelRec interface and type the order number into the search box.
- Download or Share Your Video: Find the video (either via a Drive link or by downloading the file) that shows the exact packaging moment second by second, clearly proving the moment the product was placed in the box.
- Add it to the Support Ticket: Submit your video to the marketplace Resolution Center with the note: "The barcoded packaging video belonging to the order is attached. The products were delivered to the courier completely."
You Have the Advantage If the Customer Didn't File a Damage Report!
If your customer did not have the courier file a Damage Assessment Report claiming "The box is damaged/opened" upon receiving the cargo, and you have the "I put the product in the box" video recorded with ParcelRec; the responsibility shifts entirely to the customer. The marketplace will decide in favor of the seller in this case.
Don't Let Unanswered Complaints Drop Your Store Rating
When missing item complaints remain unresolved, your seller rating is deeply affected. With ParcelRec, you can archive your evidence in seconds using just your mobile phone, and resolve crises in the time it takes to drink a cup of coffee.