You get the package, open it, and the item inside is broken. Or you can see from the outside that the box was crushed. Or the screen cracked, the ceramic chipped, the device won't turn on.
What you do in the next 15 minutes matters more than most people realize.
Step 1: Document Before You Touch Anything
Before you unpack, move, or throw anything away:
Photograph the outer box from all sides, including any visible damage — crushing, punctures, water damage, torn tape. Get the shipping label in at least one photo.
Photograph the packaging material inside — how the item was packed, what cushioning was used, whether the item was immobilized or free to move around.
Photograph the damaged item clearly, including any specific damage points (cracked screen, broken hinge, shattered ceramic).
These photos are your evidence for every claim you might file — with the seller, the carrier, and the insurer. Without them, "I received a damaged item" is your word against the seller's. With them, it's documented fact.
Step 2: Keep Everything
Do not throw away:
- The outer box
- All packaging material (bubble wrap, foam, peanuts, paper)
- The damaged item itself
- Any internal packaging (the item's original retail box, if applicable)
Carriers and insurers frequently require the original packaging for physical inspection. If you throw it away before filing, your claim may be denied — even if the damage is obvious from photos.
Step 3: Contact the Seller First
For most purchases — marketplace orders on Amazon, eBay, AliExpress, Etsy — contacting the seller is the fastest path to resolution.
Send a message with:
- Your order number
- Photos of the damaged box and item
- A clear request: replacement or refund
- A response deadline (5–7 days)
What to expect:
- Amazon third-party sellers and eBay sellers typically process this quickly — damaged items are a standard situation they deal with
- AliExpress sellers are more variable; some respond quickly, others require a formal dispute
- Direct retailers (ASOS, Zara, etc.) have return processes for damaged goods — follow their standard returns flow but note "arrived damaged" and attach your photos
If the seller doesn't respond or offers an unsatisfactory resolution, move to formal disputes.
Step 4: File a Platform Dispute
Amazon A-to-z Guarantee: Go to your order → "Problem with Order" → "Item arrived damaged." Attach your photos. Amazon typically resolves this within 2–3 business days.
eBay Money Back Guarantee: Go to your purchase → "Return this item" → "Item arrived damaged or not as described." Upload your photos. Give the seller 3 business days to respond before asking eBay to step in.
AliExpress Dispute: Go to My Orders → Open Dispute → "Item not as described" → "Goods damaged." Upload photos and choose your resolution (refund or replacement). The seller has 5 days to respond before it escalates to AliExpress mediation.
Etsy: Contact the seller through Etsy messages first. If unresolved, open a case through Etsy's Help Center.
Step 5: File a Carrier Claim
If the seller won't help or is unresponsive, go directly to the carrier. This is separate from — and in addition to — any platform dispute.
Important deadlines:
| Carrier | Damage Claim Deadline |
|---|---|
| USPS | 60 days from delivery |
| UPS | 60 days from delivery |
| FedEx | 21 days from delivery — act fast |
| DHL | 30 days from delivery |
| Shipsurance | 30 days from delivery |
FedEx's 21-day deadline is the most aggressive. If you received a damaged package via FedEx, don't wait.
To file:
- Keep the original packaging and damaged item
- File through the carrier's website with your tracking number, photos, and proof of item value (receipt)
- Expect 5–30 days for resolution depending on carrier
Step 6: Credit Card Chargeback
If both the seller and carrier fail to resolve it, file a "not as described" or "item damaged upon arrival" dispute with your credit card issuer. You have up to 120 days from the delivery date in most cases.
Submit your photos, any seller communication, and the outcome of any platform dispute as supporting evidence.
What If the Item Was Insured?
If you (or the seller) purchased third-party shipping insurance (Shipsurance, Route), file the claim simultaneously with contacting the seller:
- Document the damage (photos — covered above)
- Keep all original packaging
- File the insurance claim with your tracking number, photos, and proof of value
- Get the carrier's written acknowledgment of damage if possible
Can the Carrier Deny a Damage Claim?
Yes — and they do it frequently. Common reasons for denial:
"Insufficient packaging" — the most common denial. If the item wasn't packed to their standard (2 inches of cushioning on all sides, new box, proper tape), they'll blame the packaging rather than their handling. Your photos of the original packaging are your defense here.
"Prohibited item" — some fragile items have coverage exclusions
"Damage not caused by carrier" — they may argue the item was already damaged before shipping
If denied, you can appeal with additional evidence. The credit card chargeback is your backstop if appeals go nowhere.
Bottom Line
Act fast and document everything first. Photos of the outer box, inner packaging, and damaged item taken before you move anything give you a solid case with the seller, carrier, and insurer. Keep the packaging until every claim is resolved.
The fastest resolution path is usually the seller directly. The most powerful escalation is the credit card chargeback.