Keptara
Keptara guide

Online purchase arrived damaged: what should I do first?

A simple first-step checklist for keeping packaging, photos, order details and seller messages together.

Do not throw away the packaging yet. Photograph the parcel, internal packaging and item, then keep the order details and contact the seller or marketplace using their process.

What to keep

  1. Outer parcel and shipping label.
  2. Internal packaging and protection.
  3. Overall item and close views of the damage.
  4. Model, size, color or serial details where relevant.
  5. Order confirmation and product listing.
  6. Seller, marketplace or courier messages.