Packing video proof that holds up when someone disputes it
Film the order while you pack it. PallasMark fingerprints the file the moment it lands, so the recording stops being your word and starts being something the other side can check for themselves.
Free plan · No card · Works on the phone your team already has
A recording is not proof yet
Almost every seller can film a parcel. Very few can produce a recording that someone who does not trust them will accept. Two questions decide which one you have.
Does it belong to this order?
Six weeks later a buyer says the box was empty. You find the clip: IMG_4471.mov, in a shared folder, next to a printed order number. You know it is the right one. The person reviewing the claim has no way to know that — nothing in the picture ties it to the order, so it comes down to your word again. PallasMark draws the order number and the time into the picture while you film, and keeps the recording on the order itself. There is nothing left to match up later.
Has it been changed since?
A watermark looks like the answer. It is not: a watermark makes a file recognisable, not checkable. The same mark can be put on a different clip, and it says nothing about whether ten seconds were cut out afterwards. PallasMark takes a fingerprint of the file the moment it lands, before anything else touches it. Change one frame and the fingerprint no longer matches — and the reviewer can run that check themselves, in their own browser, without an account and without asking you.
One order, from the store to the person who checks it
Nothing below is a mock-up. Every screen is the product as it ships, and every frame is the same bench, in order.
- app.pallasmark.com/en/orders
01The order lands in the panel on its own
Shopify and WooCommerce push new orders straight into the list. Nobody retypes an order number, and the ones still waiting for a recording are marked, so the bench always knows what to pick up next.
02The packer opens it at the bench
The same list is in the iOS and Android app, so the bench does not need a second device or a second login. Orders still waiting for a recording are at the top; everything else stays out of the way.
03Scan the barcode — the right order opens itself
Point the camera at the barcode on the picking slip or the shipping label and the app opens that order. The recording is bound to an order before a single frame exists — which is why nobody can film the wrong one.
04No order behind the code? The label fills the record
Warehouse and wholesale units often have no store order at all. When a scanned code matches nothing, the app offers to read the package label instead: supplier, batch, quantity, location and condition come off the label itself. Every field is shown for review before anything is saved — the camera proposes, the operator confirms.
050:04The take opens on the item itself
What it is, what condition it is in, that it is the right one. Four seconds in, “you sent me the wrong thing” already has an answer that does not depend on anyone believing you.
060:18The label binds the parcel to the order
The shipping label goes on camera before it goes on the box. From this frame on the parcel is not any parcel — it is this order, and that link is the one a chargeback actually turns on.
070:41Everything that goes in, goes in on camera
Padding, placement, the box closing — all inside the same unbroken take. A cut is a place a reviewer can imagine something happening off camera, and reviewers do.
081:07Stop, check, upload — and it seals itself
The take ends when the parcel does. One look at what was captured, one tap, and the upload runs on its own even if the signal drops. The SHA-256 fingerprint is taken from the raw bytes before anything is transcoded, so what is sealed is what came out of the camera.
- app.pallasmark.com/en/orders/1042
09It comes back to the order, sealed
The recording is attached to the order record itself, next to the customer and the items — with its fingerprint, the exact upload time, how long it is kept and the public link. There is no edit button anywhere in the product: not for your team, not for support, not for us.
10The buyer can see it before the parcel ever ships
For high-value or dispute-prone orders you can hold the parcel and send the sealed recording first, asking the buyer to confirm what they are about to receive. They open a link — no app, no account, no password — watch the take, and approve. A claim is much harder to make after that.
11And their approval is recorded too
The moment they accept, the record gains the other half it was missing: when they watched it, how much of it they watched, and that they agreed. From here on the dispute is not your word against theirs — it is a timestamped decision they made themselves.
12If it does come back, ask them to film it too
A return request sends the buyer the same kind of link, from their side: show the item and its packaging. Recording is optional and skipping is recorded as well — but when it is filmed, worn-and-returned and damaged-in-transit stop being arguments and become two recordings sitting next to each other.
app.pallasmark.com/en/verify/9f2a…c41dVideo Verification
Verify that a video proof has not been tampered with.
One frame from the recording, deliberately blurred: the shipping label carries the buyer's name and address, and this page is public. Video verified — not tamperedThe stored hash matches the video file. This video is authentic.- SHA-256 Hash
- 9f2a4c81…c41d
- Uploaded
- 21 Aug 2026, 14:32
- Burned into video
- Yes
The green verified result appears only after the stored file is re-hashed and compared with this recorded fingerprint.
13Whoever doubts you checks it themselves
Your buyer does not have to believe you — and neither does their bank. The link opens a page that re-hashes the stored file right there and says whether it still matches. No account, no login, nobody from PallasMark in the room. The answer comes from the file, not from you.
Record one yourself, right now
Not a sample and not a video of the product — your own clip, through the real pipeline, ending on a real verification page you can send to anyone.
- 1Scan the code that appears and the recording screen opens on your phone.
- 2Film anything you have on hand for a few seconds.
- 3You get the sealed record and its public verify link.
Takes about a minute. Nothing is installed and no card is involved.
Everything the product actually does
Eight capabilities, each with its own page. Nothing here is on a roadmap — it is what ships today.
Which claim are you actually getting?
The recording is the same; what settles the case differs by claim. Pick the one that sounds like your week.
ReturnsIs the returned item the same one, and complete: check the opening video.
Carrier and insuranceGive the carrier and insurer proof it left intact.
Buyer trustAn 'every order is recorded' reassurance; buyers purchase more easily.
Authenticity and warrantyCondition and serial number on record for pricey items; warranty checks.
B2B shipmentsContents and quantity on record against short-shipment claims.
Packing QAAn internal audit trail shows whether the team packed it right.
Jewelry and diamondsItem, certificate and insured packing record for high-value orders.Companies running this today
Four operations, four different problems — a couture atelier, a boot exporter, a 3PL and a wholesale supplier.
My Dreams CollectionEvening wear & special-occasion fashionProof for couture gowns, from atelier to doorstep
WarbootsMilitary & tactical footwear manufacturingProof across international bulk shipments
UDEX LogisticsLogistics & e-commerce operationsMaking every shipment visible and every delivery provable
Toptan24Hotel amenity, spa & disposable product supplySpeed, variety and provable packing for hotel supplyFour ways sellers do this, compared honestly
These are approaches, not brands. Each is a reasonable choice for someone — the point is to see what each one actually proves.
What most sellers already do.
- Tied to a specific order
- By filename, by hand
- Detectable if edited
- No
- A third party can verify it alone
- No
- Buyer confirms before dispatch
- No
- Works away from a fixed bench
- Yes
- What drives the cost
- Storage and your time
A camera bolted over one station.
- Tied to a specific order
- By timestamp, matched later
- Detectable if edited
- No
- A third party can verify it alone
- No
- Buyer confirms before dispatch
- No
- Works away from a fixed bench
- No — one station, one place
- What drives the cost
- Hardware per station
Stamps the clip, then stores it.
- Tied to a specific order
- Yes, in the vendor's dashboard
- Detectable if edited
- A watermark is not a check
- A third party can verify it alone
- Usually a view link, not a check
- Buyer confirms before dispatch
- No
- Works away from a fixed bench
- Usually yes
- What drives the cost
- Recordings per month
Seals the file and lets anyone check it.
- Tied to a specific order
- Yes, and burned into the picture
- Detectable if edited
- SHA-256 on the original bytes
- A third party can verify it alone
- Public verify page, no account
- Buyer confirms before dispatch
- Optional approval step
- Works away from a fixed bench
- Yes, phone or laptop
- What drives the cost
- Orders per month
Every claim in the PallasMark column is described in more depth on the feature pages linked at the bottom of this page. The other three columns describe how these approaches generally work, not any particular product.
You can have your first sealed proof in about five minutes
Free plan, no card. Record one order tonight and send yourself the verify link.
What false claims cost you now
Every store already pays for this; the cost is just spread across refunds nobody contested. Put your own numbers in — the rates are assumptions and every one of them is editable.
Estimate what false claims cost you
Loss to false claims
$1,050 /mo
Recovered (est.)
$420 /mo
Loss = orders x AOV x claim rate x false share
Estimate — enter your own numbers; rates are assumptions.
Where a packing video actually counts
This is worth getting right, because a lot of what is written about it is wrong.
Card disputes about the item itself
Visa's dispute condition 13.3 covers merchandise that is not as described, damaged or simply the wrong thing. Visa's guidance to merchants is to provide as much specific documentation as possible and to address each point the cardholder made. A sealed recording showing the correct item, undamaged, going into the box is exactly that kind of documentation.
Not what a packing video is for
Condition 13.1 is "merchandise not received", and that is a delivery question, not a packing question. Visa's own advice there is carrier proof of delivery. And the compelling-evidence rules that get quoted most often — Compelling Evidence 3.0 — apply to fraud conditions and ask for matching device, IP, address and account history, not for video. Anyone selling you a packing video as a Compelling Evidence 3.0 remedy has misread the rule.
Marketplace and platform claims
Marketplace cases are decided by a support agent reading a thread, usually in minutes. A link that opens instantly, shows the order reference in the picture and proves it has not been edited does more in that thread than a paragraph of explanation ever will.
Carrier damage and loss claims
Carriers ask you to show the item was packed adequately for transit. A recording of the packing material going in, taken before the parcel left you, answers the question their claims form is actually asking.
Works with the store you already run
Orders arrive on their own, so nobody retypes an order number at the packing bench. Every platform below connects from the panel — no developer, no CSV.
Shopify
Install from the Shopify App Store. Orders sync in and the proof link travels back to the order.
WooCommerce
A free plugin on WordPress.org connects a store in a few clicks. Most tools in this category are Shopify-only.
Etsy
Connect the shop and receipts arrive as orders, ready to record before dispatch.
Amazon
Seller Central orders sync through SP-API for the US and Canada marketplaces.
ShipHero
For 3PL and warehouse stacks: shipments arrive as records and proofs go back with them.
ShipStation
Pull the orders you already process there, and keep the proof attached to each one.
Anything else
A REST API and signed webhooks for a custom stack, a WMS or an ERP — create an order, attach a proof, get notified when the buyer approves.
What it costs
There is a free plan with no card, and it includes the parts that matter most: sealing, the public verify page and the forensic metadata stored with every proof. Paid plans raise the monthly order volume and keep proofs longer — retention runs from each order's own date, so a dispute window that opens months later still has the recording behind it.
- Free plan, no card, sealing included
- Proofs kept 90 days on Free, 365 days on paid plans
- Orders with an open dispute or return are never purged
What is packing video proof?
Packing video proof is a recording of an order being packed, tied to that order and stored so it can be shown later as evidence of what actually shipped.
It runs in one continuous take from empty box to sealed parcel, with the item, its condition, the order reference and the shipping label all visible in the same clip. Almost every seller can film that today with a phone. Very few can produce one a stranger will accept — and that gap is what this page is about.
A packing video becomes proof at the moment someone who does not trust you can check it without taking your word for anything.
Questions sellers ask
Does a packing video actually help in a chargeback?
It helps in the disputes that are about the item — wrong product, damaged, not as described. Visa's guidance for that dispute condition asks the merchant to provide as much specific documentation as possible and to address each point the cardholder raised, and a sealed recording of the correct item going into the box is that documentation. It does not help with "I never received it", which is a delivery question answered by carrier proof of delivery.
What stops someone editing the video afterwards?
Nothing has to stop them, because an edit is detectable. The fingerprint is taken from the exact bytes that arrived, so changing a single frame produces a different fingerprint and the file no longer matches the sealed record. That is what separates a sealed recording from a watermarked one: a watermark makes a file identifiable, it does not tell anyone whether the file was changed.
Can a buyer or a bank verify it without an account?
Yes. Every proof has a public verify link. Whoever opens it sees whether that fingerprint belongs to a sealed recording and when it was made, with no PallasMark login on their side.
Do we need a special camera or a fixed packing station?
No. Your team films on the phone or laptop already in the room, in the browser or in the PallasMark app for iOS and Android. A mounted camera at a permanent bench is a reasonable setup for one high-volume station, but it stops working the moment packing happens in more than one place.
How long do we have to keep packing videos?
Long enough to outlast the dispute window you are actually exposed to, which is usually months rather than weeks. Proofs are kept 90 days on the free plan and 365 days on paid plans, counted from each order's own date rather than from a single account-wide cutoff. Orders with an open dispute, chargeback or return are never purged.
Is it legal to film our own packing process?
Filming a parcel being packed on your own premises is ordinary business record-keeping. The care needed is about your staff, not the parcel: tell your team the packing area is recorded, keep the frame on the bench rather than on people, and store the recordings only as long as you need them. If you operate in the EU or UK, treat that notice as part of your normal employee privacy notice.
Does this work for a 3PL or a multi-warehouse operation?
Yes. Proofs can be tied to a facility, warehouse staff can be given an operator role that does not consume a team seat, and where location is available it is compared against the facility's geofence and recorded honestly as match, mismatch or unknown. Indoor GPS drifts, so it is a supporting signal rather than an identity check.
Is this a packing video recorder, or a packing video system?
A recorder is the part that captures the clip; a packing video system is what makes that clip mean something six months later. The recording side is deliberately ordinary — the phone or laptop already at the bench, in the browser or the app. What sits around it is the part that matters: each recording is tied to its order as it is made, fingerprinted from the bytes that arrived so a later edit is detectable, kept for as long as your dispute window runs, and openable by a bank or a buyer through a link that needs no account. Software sold purely as a packing video recorder or capture system usually stops at the file, which leaves you holding a video whose origin nobody else can check.
Does packing video proof help with refunds and returns, not just chargebacks?
Refunds are where most sellers meet this first, because a refund request arrives long before a bank ever gets involved. The same sealed recording answers both, but earlier: when a buyer opens a return saying the item was wrong, damaged or missing, you can send the verify link in your first reply instead of arguing. Marketplaces and payment providers treat that as documentation of what shipped, and in practice many claims stop there — the case never becomes a chargeback at all. Returns that are genuinely your error still get refunded; what changes is that you can tell the two apart.
What happens if we already record video another way?
Keep doing it, and check the two questions on this page against your setup: can a stranger tell which order a given clip belongs to, and can they tell whether it was edited. If the answer to either is no, the recording is still useful internally but it is not yet evidence.
Start sealing your packing videos
Free plan, no card, and the first sealed proof takes about five minutes to produce.