Why evidence decides claims
When a parcel arrives damaged, the carrier will usually want to know three things: that the parcel was in good order when it was handed over, that it was harmed while in transit, and what the harm cost. Evidence is how you answer those questions. A claim with clear photos, intact packaging and matching paperwork is typically easier to assess than one built on a short description.
The steps below apply whether you are the recipient who opened the box or the seller who is told about it later. If you are a recipient, the most useful thing you can do is pause before discarding anything.
At the door and when you open the parcel
Before accepting a delivery, look at the outer box. If it is visibly crushed, torn or wet, note this at once. With a driver present, you may be able to record the condition on the delivery receipt or handheld device, depending on the carrier. If you refuse or note the damage, that can help later, though practice differs and refusing is not always the best choice. Check the carrier’s guidance.
When you open the parcel:
- Keep the outer carton, inner boxes, void fill and any inserts. Do not flatten or recycle them until the claim is settled.
- Open it carefully to avoid adding new damage that could muddy what happened.
- Do not repair or discard the damaged item. The carrier may want to inspect it.
What to photograph
Take photos before moving things around, and then again as you unpack. A reasonable set includes:
- The outer packaging from every side, showing dents, punctures, tears, tape condition and any carrier damage stickers.
- The shipping label, so tracking number, address and any handling marks are legible.
- The inside of the box, showing how the item was positioned and what cushioning was used.
- The damaged item, in close-up and from further away, showing the extent of the harm.
- A scale reference, such as a coin or ruler, where size matters.
- Anything leaked or spilled, if contents have escaped.
Use good light and keep the images unedited. Many phones record the date and time automatically, which can help confirm when the photos were taken. Files with clear names, such as the order number followed by a short description, are easier to submit and keep organised.
What packaging evidence shows
Carriers often look at packaging to decide whether the parcel was protected enough for ordinary handling. Evidence they may consider includes the type and strength of the box, how much room the item had to move, the amount of void fill and the quality of the closure. This is why the packing details matter on both sides of a dispute.
For senders, it helps to record how a product is packed in the first place. A standard packing specification, with photos of a correctly packed example, makes it easier to show that you followed good practice. Sound parcel packaging, careful fragile item packing, the right void fill and basic packaging testing are the building blocks of that standard.
Paperwork to gather
Photos alone are rarely enough. A claim typically also needs:
- The tracking number and delivery details.
- A commercial invoice, receipt or sales record showing value.
- Proof of the item’s condition at dispatch where available, such as packing photos or a quality check record.
- The carrier’s claim form, if it has one, completed accurately.
- A repair estimate or replacement quote, where relevant.
- Correspondence with the customer or the carrier, with dates.
Record the timeline too: when it was delivered, when you opened it and when you reported it. Claim windows can be short and sometimes start on the delivery date, so notify the carrier promptly even if you are still gathering the rest. Late notice is a common reason for claims to be declined.
Concealed damage
Sometimes the box looks fine but the contents are broken. This is often called concealed damage. Carriers may treat it with more caution, since they cannot see an external sign of rough handling. If it happens, report it quickly, keep all packaging and photograph the contents and their positioning. The strength of the evidence on how the item was packed becomes even more important.
Who should do what
For a business selling to consumers, the customer is usually the one who first sees the damage. Ask for photos of the box, label and item, and ask them to keep the packaging. Clear, polite requests, handled by good delivery customer service, make this smoother. Making your own claim to the carrier afterwards is usually easier when you already have the photos.
Customer-friendly policies, such as replacing a damaged item promptly while the claim is pursued separately, tend to preserve goodwill. The refund or replacement decision does not have to wait for the carrier.
Keep a simple record
A short claims log with the order number, carrier, service, dates, description, evidence collected, claim number and result lets you spot patterns. If one packing method fails repeatedly, or one route has more damage, the log shows it. That feeds back into packaging choices and, over time, into decisions about carrier scorecards.
Even strong evidence does not guarantee payment. Carriers can reject claims for reasons such as excluded goods, inadequate packaging or late notice. Good records improve your chances and speed up the process, but the outcome remains the carrier’s or insurer’s decision under its terms.