Open the box. Find a problem.
Before repacking or returning anything, make a clear record of what arrived and the condition it arrived in.
Record the condition
Photograph the outside of the package, shipping label, internal packaging, and the damaged item. Include a wider photo for context and close-ups of each problem. Keep the files in their original form.
Describe the impact
Explain what is damaged and whether the item can be used as intended. Include the model and order number. If it appears unsafe, stop using it and check the manufacturer’s safety information.
Get return instructions in writing
Tell the seller what resolution you are requesting. Ask how it wants the item returned, who handles shipping, and what reference to include. Retain tracking and proof of delivery if you send it back.
Your checklist.
0 of 4 readyA message to start with.
Fill in the brackets with your own details.
Hello, order [number] arrived on [date] with [damage]. This affects the item by [impact]. The photos show the item and packaging as received. I am requesting [replacement/refund]. Please confirm the next steps and any return-shipping arrangements.
For the official guidance, read FTC: resolving a problem with a business .
Processes and deadlines depend on your location and the organizations involved. These guides are general information; check the rules that apply to your situation. Shieldman membership provides consumer advocacy; it does not guarantee a refund.
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the messy part.
Your advocate helps organize the facts and work through the next steps.
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