Keep the packaging and a clear record of the condition as received. Ask the appropriate service about the reporting process and required evidence promptly.
This deals with international delivery damage or missing contents, not warehouse QC or a domestic seller return.
Record the parcel before changing its condition
Photograph the outside, label, closures and any visible damage before discarding or substantially rearranging the packaging. Then document the inner protection and the affected item. Keep private originals that connect the contents to the particular parcel. If there is a possible safety issue, prioritize avoiding contact with the hazard over getting a better photograph.
UPS’s claims guidance asks claimants to keep relevant invoices and retain damaged contents and packaging. DHL Spain also advises photographing the received packaging and contents. These are useful carrier examples; the exact process for your parcel depends on the service and the party entitled to submit the claim.
Source references: UPS — filing a claim and keeping evidence · DHL Spain — a package arrives damaged
Make the evidence easy to reconcile
Use one folder for the parcel and a short index of its files. For a missing item, compare the final shipped-contents record with what was received; do not compare against an earlier shopping list containing goods that stayed in the warehouse. For damage, describe the location and extent in plain language.
A continuous unpacking video may help show sequence, but it is not a universal replacement for photographs, purchase records or the applicable reporting requirements. Keep images of the overall parcel as well as close-ups, so the reader can understand what the detail belongs to.
| Evidence | Question it helps answer |
|---|---|
| Exterior and readable private label | Which parcel arrived and in what apparent condition? |
| Closures and inner packing | How were the contents protected when opened? |
| Overall item and close-up | What is affected and where is the damage? |
| Shipped-contents list and purchase record | What was supposed to be in this parcel and what value can be documented? |
| Support timeline | When was the problem reported and what was requested? |
Request the investigation steps, not an assumed outcome
Report the issue through the relevant CSSBuy parcel channel and the carrier process that applies. Ask who must submit the formal claim, what deadline and evidence apply, and whether an inspection is needed. Keep the packaging until the responsible service tells you what to do with it.
Shipping protection, carrier liability and an agent’s service terms are not interchangeable. Photographs can support a claim but cannot establish coverage, causation or the compensation amount by themselves. Keep any written policy and purchased protection record with the parcel file, and ask for the applicable provision when an answer is unclear.
Share only redacted copies if you later ask the community for help. Keep the unedited evidence for the official private process. Do not publish a staff member’s private contact information or another person’s address to draw attention to the case.
Parcel [private reference] arrived on [date]. Issue: [specific damage/missing contents]. I have retained the outer and inner packaging and attached indexed photos plus the shipped-contents record. Please confirm the reporting deadline, required evidence, inspection instructions and who must submit the claim.
Sources & Review Notes
Checked 2026-11-03. References describe the named service, product, standard or jurisdiction. Apply them within that scope and check the current requirements for your own item and transaction.
- Carrier guidanceUPS — filing a claim and keeping evidenceEvidence and packaging requirements. Eligibility and deadlines depend on the applicable service and claimant.
- Carrier guidanceDHL Spain — a package arrives damagedPhotograph the received package and contents; not a compensation promise.