How to fight "empty box" and "missing item" claims

Every seller of high-value products knows the message. The parcel was delivered, and a day later the customer says the box was empty, the charger was missing, or the phone inside was a different model. Sometimes it is a genuine mistake at your end. Sometimes the parcel was tampered with in transit. And sometimes the claim is simply not true.

Whatever the cause, the refund usually goes out unless you can show what actually left your warehouse. This guide covers what you can do before, during and after a claim.

Why sellers lose these claims

Most claims are decided on the evidence each side can show. The customer has an unboxing photo or a video, or simply their word. Without proof from your side, it is your word against theirs, and marketplaces and payment providers tend to side with the buyer.

The fix is not arguing harder. It is having evidence ready for every order, before you know which ones will be disputed.

Before dispatch: build the evidence

The strongest evidence is created while the order is packed. For each order:

1. Identify the order on camera. Show or scan the order barcode or invoice, so the video is clearly tied to one order.
2. Show every item going in. Hold each product to the camera, one at a time, and tick it off against the order.
3. Capture serial numbers and IMEIs. For electronics, scan or show the serial of the exact unit you packed. This settles "wrong model" and "used unit" claims.
4. Show the seal and label. Film the box being sealed with tamper tape, the seal number if your tape has one, and the shipping label going on.
5. Record the weight. A parcel that weighed 1.2 kg at your desk and "arrived empty" is a question for the courier, not for you.
6. Keep it continuous. One unbroken video from empty box to sealed parcel is far more convincing than a few photos.

The video must also be trustworthy. A clip saved on someone's phone can be edited, trimmed or recorded on a different day. Evidence carries more weight when the date and time are stamped on the video, it is linked to the order, and there is a way to show it has not been changed since.

When a claim comes in

Speed matters. Most marketplaces and payment providers give you a limited window to respond, so check your seller policies for the exact timelines.

1. Find the order's packing video and watch it yourself first. If the mistake really was at your end, it is better to know now and make it right.
2. Share the video with the customer. Many disputes end the moment a customer sees their own order being packed and sealed. A private, view-only link is better than attaching a file they can forward or edit.
3. Escalate with a claim pack if the customer does not accept it. Send the marketplace, courier or payment provider the order details, what was packed, serial numbers, the seal number, the weight, the time of packing and a link to the video.
4. Point to the courier where it fits. If the seal number or weight on arrival does not match what you recorded, that is evidence of tampering in transit, and a claim against the courier.

Habits that make the difference

• Record every order, not just expensive ones. You don't know in advance which order will be disputed.
• Check a sample of videos daily. A reviewer who watches new videos catches packing mistakes before the courier collects them, which prevents genuine claims too.
• Keep videos longer than your claim window. If returns and chargebacks can arrive up to 60 days after delivery, keep videos for at least 90 days.
• Train for the camera. Items held clearly to the lens, labels facing up, no hands blocking the view. Five minutes of training saves hours of arguing.

How DispatchO helps

DispatchO was built for exactly this. Packers scan the order and record in the browser while they tick items, scan serials and note the seal and weight. The date, time and packer are burned into the video. Each video is fingerprinted and locked so it cannot be changed. When a claim comes in, you send the customer a branded link that only they can open, or download a claim pack PDF for the marketplace or courier.

Request a free 30-day pilot and try it on your own orders.