This guide is for general information only and is not legal advice. For disputes, insurance claims, marketplace cases, or formal submissions, confirm the required process with the relevant platform, insurer, professional, or lawyer.
- Capture item condition before listing and before shipping
- Photograph defects clearly, not just flattering angles
- Record serial numbers, model numbers, tags, and unique identifiers
- Capture accessories and packaging before sealing the box
- Use video for high-value electronics, collectibles, instruments, and fragile items
Marketplace sellers may face claims that an item was not as described, arrived damaged, was missing accessories, or was switched during return. Capturing item condition before listing, before packing, and immediately before shipping gives sellers a clearer record for platform cases and buyer communication.
Selling online means the item leaves your hands. If a buyer later says the item was damaged, incomplete, counterfeit, or not as described, you need a clear record of what you shipped.
The right approach is not to hide defects. It is to document the true condition accurately: the good parts, the defects, the accessories, the serial numbers, and the packaging used to protect the item.
Why sellers need their own photo record
Seller photos help explain item condition, included accessories, packing quality, and shipment readiness.
Marketplace platforms decide disputes based on their own rules and the evidence available. A seller who cannot show the item's condition before shipping may have a harder time responding to a claim.
Your record should match your listing. If an item has scratches or wear, document them clearly and describe them honestly.
- Condition before listing
- Visible defects and wear
- Model, serial number, tag, or maker mark
- Included accessories, manuals, cables, and packaging
- Working condition or power-on test
- Packing method and final package condition
What to photograph before listing
Capture both listing-ready photos and private proof photos that show details a buyer may later question.
- Front, back, left, right, top, and bottom
- Scratches, dents, stains, missing parts, and repairs
- Labels, serial numbers, model numbers, tags, and stamps
- Accessories laid out together
- Power-on screen, battery health, or function test
- Scale photos with a ruler or common object when size matters
Need photos and videos that are easier to explain later?
Evidence Camera saves what you capture directly to the server, retaining capture time, receipt time, and integrity records.
Packaging proof before shipping
Packaging photos can help explain that the item was protected before it left your possession.
Capture everything that will be shipped in one frame.
Show bubble wrap, padding, sleeves, corner protection, or inner boxes.
Show that the item cannot move freely inside the packaging.
Photograph the sealed parcel and shipping label, while protecting private address details when sharing.
Items that deserve extra documentation
High-value, fragile, collectible, and serial-numbered items need thicker records.
- Phones, laptops, cameras, lenses, game consoles, and tablets
- Designer bags, watches, jewelry, and branded goods
- Trading cards, figures, art, antiques, and collectibles
- Musical instruments and audio equipment
- Ceramics, glass, and fragile handmade goods
- Used clothing, shoes, and bags where condition is subjective
Using Evidence Camera as a seller
Create a collection for each item or order, then capture listing, packing, and pre-shipping condition directly to server-backed records.
- Use an item name, SKU, or order reference in the collection name
- Capture condition before listing
- Capture accessories and identifiers
- Capture packaging steps
- Capture final package condition before handoff
- Share only the records needed if a case opens
Do not use photos to hide defects
Evidence photos are most useful when they are accurate. If the listing hides a defect that your private photos reveal, the record can work against you.
The strongest seller record is consistent: listing description, public photos, private proof photos, and packaging photos all tell the same story.
Use clean photos to sell the item, but keep detailed proof photos for condition, identifiers, defects, and packing.
Summary
Marketplace sellers may face claims that an item was not as described, arrived damaged, was missing accessories, or was switched during return. Capturing item condition before listing, before packing, and immediately before shipping gives sellers a clearer record for platform cases and buyer communication.
FAQ
Do proof photos guarantee I will win a marketplace dispute?
No. Platforms apply their own rules. Proof photos do not guarantee an outcome, but they give you clearer material to submit and explain.
Should I photograph serial numbers?
For electronics, cameras, luxury goods, instruments, and other identifiable items, yes. Be careful about what you publish in the public listing, but keep a private record.
Is a packing video worth it?
For expensive, fragile, or easily switched items, a short packing video can be useful. It does not need to be cinematic; it needs to show item, accessories, protection, and sealed package.
Sources
- eBay: Payment dispute seller protectionshttps://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293
- eBay: Selling practices policyhttps://www.ebay.com/help/policies/selling-policies/selling-practices-policy?id=4346
- Etsy: Seller Protection Policyhttps://www.etsy.com/legal/policy/seller-protection-policy/34509585385
Keep seller proof before the item leaves your hands
Evidence Camera saves item, packaging, and shipping photos directly to server-backed records, so you can explain what was shipped and when.
Only an email address is required to start. Share only the records you need later.