How to defend against claims that the wrong product was sent by proving exactly what was packed in each order with verified photo or video evidence.
When a customer says they received the wrong product, you face a refund, a replacement shipment, and return logistics costs — all before you can investigate whether the claim is accurate.
A single wrong-item claim triggers a refund or replacement, outbound shipping for the correct item, and return shipping for the disputed product. The total cost often exceeds twice the order value.
Without footage of what was actually packed, you rely on the customer’s description of what they received versus your pick list records. This creates an unresolvable standoff.
Businesses selling products in multiple variants — sizes, colours, models — are especially vulnerable. A size medium looks identical to a large in a pick list, but not on camera.
High rates of wrong-item reports damage seller metrics on platforms like Amazon and eBay. This can lead to listing suppression, reduced search visibility, or account suspension.
A checked-off SKU on a pick list shows what the system directed — not what the packer actually placed in the box. Human error at the packing station isn’t captured in warehouse software.
Scanning a barcode proves the correct item was scanned, not that it was the item physically placed into the package. Mis-scans and item swaps after scanning are common.
An uncertified photo of the correct item on the bench doesn’t prove it was the item that went into the box. Without SHA-512 sealing, photos lack the cryptographic integrity and continuity needed to connect product identification to actual packing.
Text-based records cannot distinguish between product variants that differ only in colour, size, or minor specifications. The difference is obvious on video but invisible in a spreadsheet.
Certified photos and continuous video capture the product’s label, appearance, and identifying details as it moves from the pick bin into the shipping box, creating an unbroken chain of visual proof sealed with SHA-512.
Photos and video capture labels, barcodes, colour, size markings, and model numbers as the item is handled. This creates a visual record far more conclusive than any text-based log.
The recording follows the product from identification through placement in the box, eliminating the gap between "scanned the right item" and "packed the right item."
SHA-512 hashing ensures the recording cannot be edited after capture. The immutable timestamp proves the footage was created at the moment of packing, not assembled later.
When a claim arrives, search by order number and pull the verified recording within seconds. Share it directly with the customer, marketplace, or payment processor.
Position a device so it captures the area where products are verified and placed into shipping containers. Ensure labels and markings are readable in the frame.
As you pack, briefly orient each item so its label, barcode, or variant details face the camera. This takes only a moment but creates conclusive identification footage.
Seal the package on camera. PackProof generates a SHA-512 hash and immutable timestamp automatically, linking the verified recording to the specific order.
Look up the order in PackProof, review the footage confirming the correct product was packed, and share the verified evidence to resolve the claim.
Eliminate guesswork from wrong-item disputes. Start your free 14-day trial of PackProof — no credit card required.