01
Show Shipping Label / AWB
Begin every unboxing video by clearly showing the shipping label, AWB, and tracking number.
- • Ensure AWB is clearly visible
- • Show sender/recipient details
- • Capture date stamp
Learning Hub article
How to Return/ Refund or Exchange an Item
Follow the right return, refund, and exchange evidence standard so issues can be reviewed quickly and fairly.
4
Exception types
3
Critical steps
30MB
Max video size
2
Submission channels
Video Demonstration
Watch: How to Return, Refund or Exchange an Item
The Golden Rules
Three steps to bulletproof evidence.
02
Record Continuous Unboxing
Keep camera rolling continuously without pauses from opening to item removal.
- • Use tripod for steady footage
- • Ensure good lighting
- • Record audio commentary
03
Lay Out & Inspect Items
Lay out all items and inspect labels, barcodes, damages, and condition.
- • Arrange items organized
- • Photo each item as backup
- • Check against PO
Exception Types
Know your issue. Capture the right evidence.
Damaged Goods
Items with visible physical damage.
Required Evidence
- • Close-up video of damage
- • Show packaging condition
- • Capture protective material damage
Incomplete / Missing Items
Orders with missing items or components.
Required Evidence
- • Show all contents laid out
- • Reference packing slip
- • Count vs ordered quantity
Wrong Items Delivered
Items different from what was ordered.
Required Evidence
- • Show item labels
- • Compare to PO
- • Capture discrepancy
Expired / Condition Issues
Items past expiration or deteriorated.
Required Evidence
- • Close-up of expiration dates
- • Show spoilage signs
- • Document temp indicators
Technical Requirements
Video evidence guidelines.
Important Reminder
Always start recording before opening the package and keep the AWB in frame for the first 5 seconds.
Maximum File Size
30 MB
Compress if needed
Duration
~1 minute
Focus on key moments
Resolution
1080p min
Ensure labels readable
Format
MP4
Widely supported
Where to Submit
Submit your evidence through official channels.
PO Email Thread
Reply to original PO email thread.
1Find PO confirmation email
2Reply-all to stakeholders
3Attach video and photos
4Describe the issue
Ticketing System
Submit via support ticketing system.
1Log into ticketing portal
2Select Delivery Issues
3Reference PO number
4Attach evidence files
Quick Reference
The complete evidence checklist.
1
Show shipping label & AWB clearly
2
Record continuously without pauses
3
Lay out all items for inspection
4
Check labels, barcodes & condition
5
Document any issues immediately
6
Keep video under 30MB / ~1 min
7
Submit via email thread or ticket
8
Include PO number in submission
9
Keep original packaging until resolved
10
Follow up if no response in 48hrs
Best-Practice Reminder: Always Record with AWB Shown
Make it a habit to start recording before touching the package, with the shipping label clearly visible in the first 5 seconds of every unboxing.