Parcel delivery problems: damage, missing items and evidence
Find out what to do if your parcel arrives damaged, has items missing or is marked as delivered but has not arrived. Check the parcel, save photos and records, and report the problem to the carrier or shopping service.
Check the box and seals, keep the label and packaging, and compare every item with the packing list as you unpack. Report damage, missing items or an unexplained delivery scan promptly through the relevant carrier and service. Clear evidence supports a claim but does not guarantee compensation.
Quick checklist
- Check the outer box, seals and delivery label.
- Record visible damage before disturbing the packaging.
- Compare all contents with the packing list.
- Keep evidence and report issues promptly.
What should I have ready before delivery?
Keep the tracking reference, item list and any parcel photos available. Check the provider’s delivery and claims conditions before the parcel arrives, including reporting deadlines and who should receive a report. Make sure someone accepting delivery for you knows to keep the box and packing materials.
| Record | Why it helps |
|---|---|
| Packing list and item references | Shows what should have been included |
| Own-order QC and any packing photos | Records visible condition before international dispatch |
| International and local tracking | Identifies the shipment and delivery event |
| Service and claim conditions | Shows reporting windows and required evidence |
| Payment and quote records | Supports the value and charges claimed |
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What if the box arrives crushed, wet or resealed?
Check for tears, crushing, wet areas, resealing or a noticeably unusual package. Photograph the full box, label and damaged areas before opening it. Where the delivery service permits an inspection or a note on receipt, follow that procedure and record the outcome.
| Problem | First action | Evidence to preserve |
|---|---|---|
| Box or item visibly damaged | Photograph before disturbing it; report the condition | Outer box, seals, label, internal protection and damaged area |
| Item missing after opening | Compare every item and accessory with the packing list | Unpacking sequence, full contents and any resealing |
| Tracking says delivered, parcel not found | Check proof of delivery, safe place and address; contact the carrier promptly | Delivery scan, local tracking and delivery photo if available |
| Wrong product inside | Compare the order option, QC and packing list | Labels, received item and saved order specification |
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What should an unboxing record show?
Record the unopened parcel and the contents as you unpack, keeping the packaging visible. Compare quantities, accessories and item condition with your saved packing list. A continuous unboxing record can help explain events, although it does not guarantee that a claim will be accepted.
A useful recording sequence
Show the unopened box from several sides, the label and seals, then the opening and removal of each item without moving the packaging out of view. Record the complete contents before close-ups of a problem. Keep an unedited copy. Blur private address details on any copy shared publicly; send the necessary complete evidence only through the verified claim channel.
Keep the packaging
Do not discard the outer carton, sealing tape, internal protection, labels or damaged item while an issue is unresolved. Take both wide views and close-ups. If the carrier requests inspection, ask how to make the parcel and evidence available without losing your record.
When should I report a damaged or incomplete parcel?
Report the problem on the day it is found. For a parcel handled under OKEYHAUL’s signing conditions, report an abnormal parcel to customer service within 72 hours of signing; damage or shortage after unattended delivery also needs a local postal report within two days under those conditions. Use any shorter applicable carrier deadline. Ask for a case reference and preserve all packaging while the investigation is open.
What happens after I submit the evidence?
A seller item error, damage in transit and a parcel marked delivered but not found need different checks. For a delivery scan issue, verify the address, safe place and proof of delivery with the carrier. Do not assume that refusing delivery automatically creates a full refund.
| Stage | What to record |
|---|---|
| Report received | Case number, recipient and submission time |
| Evidence requested | Exact missing files and submission deadline |
| Inspection or return requested | Instructions for retaining or presenting the parcel |
| Decision made | Reason, approved amount and any review route |
| Payment or replacement arranged | Reference, destination and completion status |
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Common questions
Should I discard the box after photographing damage?
Keep the box, tape, labels and protective material until the relevant claim process confirms they are no longer needed.
Does an unboxing video guarantee compensation?
No. It can support the account of what arrived, but eligibility and the outcome depend on the applicable evidence and service terms.
Should I refuse delivery if the box looks damaged?
Follow the delivery service’s permitted inspection and receipt process, and record the condition. Refusal does not automatically produce a full refund or resolve the claim.
What if I only discover a missing item several days later?
Report it immediately, explain when it was discovered and preserve the packing list, contents and packaging. The applicable reporting period may already have passed; ask which review remains available rather than assuming a late claim will be accepted.
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