When customers dispute legitimate purchases, your word alone won't win. Pre-shipment video evidence, sealed with cryptographic certification, gives you the proof card networks demand.
Customers who receive exactly what they ordered — then claim otherwise — represent the fastest-growing category of payment disputes. Without verifiable evidence of what left your warehouse, you're fighting these claims blind.
A customer signs for a parcel, then files a dispute claiming it never arrived. Carrier tracking shows delivery, but card networks often side with the cardholder unless you can prove what was inside the package.
Orders packed and shipped accurately still attract disputes when customers claim the product differed from their expectations. Without visual evidence of the exact contents, you have no way to counter the claim.
Some buyers learn they can dispute charges with impunity because merchants rarely have compelling proof. These serial disputants cost businesses thousands before patterns are identified.
Beyond the refunded order value, each lost dispute carries processor fees, penalty charges, and increased monitoring thresholds. Enough losses can push your business into high-risk merchant programmes.
Card network rules place the evidential burden squarely on merchants during representment. Without compelling documentation, the chargeback stands — regardless of whether the order was fulfilled correctly.
Static images lack timestamps, can be staged after the fact, and carry no cryptographic proof of authenticity. Dispute analysts routinely discard them as insufficient evidence.
Even when warehouse staff do capture photos, there's often no reliable system connecting that evidence to the specific order, shipment, and timestamp — making retrieval during a dispute slow or impossible.
Customers can file chargebacks up to 120 days after purchase. By that point, many merchants have lost, overwritten, or never captured the packing evidence needed for representment.
Without objective evidence, a false dispute is indistinguishable from a legitimate complaint. This ambiguity forces merchants into costly refund-first policies that reward bad actors.
PackProof gives your fulfilment team a simple, repeatable process that creates legally defensible evidence for every order — before it leaves the warehouse.
Each packing recording is sealed with a SHA-512 cryptographic hash the moment capture ends. This proves the footage hasn't been altered, giving dispute analysts evidence they can trust.
Every sealed recording carries a tamper-proof timestamp showing it was created before the order shipped. This eliminates any claim that evidence was fabricated after a dispute was filed.
Search by order number, date, or customer name and pull up the exact recording in seconds. Respond to chargebacks within minutes instead of scrambling through folders or giving up.
When customers know their orders are recorded and certified, false claims drop. Merchants using systematic packing evidence report significant reductions in dispute volume within months.
As your team packs an order, PackProof captures a continuous video showing every item placed in the box. The recording is linked to the order number automatically.
Once recording ends, PackProof generates a unique cryptographic hash and immutable timestamp. This seals the footage so any tampering would be immediately detectable.
Sealed recordings are stored in PackProof's secure cloud, organised by order and accessible to authorised team members. Evidence is retained well beyond standard chargeback windows.
When a false claim is filed, search for the order, download the certified evidence package, and include it in your representment response. The cryptographic seal and timestamp speak for themselves.
Start capturing certified packing evidence today. PackProof's free trial gives you everything you need to defend your next chargeback — no credit card required.