Missing item
Review the visible contents before the box was closed.
PACKING EVIDENCE FOR ONLINE STORES: Record what you pack for each online order.
Find the order in the mobile app, record the items and packaging, then review the saved evidence in your dashboard. Share it with the buyer when you choose.
Record with iOS or Android · Review on your dashboard
Keep the item, packaging and order reference in the same evidence record.
Check what was packed before deciding how to respond.
A useful record shows the visible items, their condition and how they were protected.
Damaged delivery
Check the recorded item condition and protective packaging.
Returned item
Compare the return evidence with the original packing record.
Review missing-item, damage and return questions with the relevant images.
Choose a situation to see what to capture and how the record helps your support team.
Was this item visible during packing?
Show the items before closing the box.
A buyer says an item is missing. Open the order and check what is visible in its packing evidence.
WHAT TO CAPTURE
- Order reference
- All visible items together
- Relevant product detail
- Packaging before closure
Use the recording to explain what your team can verify. Items outside the camera view remain unverified.
How was the product protected?
Record the item and its protection.
A fragile product arrives damaged. Review its visible condition and the packaging used before dispatch.
WHAT TO CAPTURE
- Item condition
- Protective material
- Box and closure
- Shipping reference
Support can review the evidence before choosing the next step in the carrier or customer process.
What changed between packing and return?
Compare the returned item with the outgoing record.
A returned product appears different or damaged. Review the original evidence alongside authorized return evidence.
WHAT TO CAPTURE
- Original order
- Returned item
- Visible damage or identifiers
- Return notes
Evidence supports your review. Refund decisions remain in your commerce process.
Example capture checklists; configure the fields and working instructions for your operation.
Follow one order through the mobile workflow.
Select a step to view the mobile interface and see what the operator does.
Find the order
Scan a supported barcode or find the order in the correct connected store.
PallasMark interface examples. Records and camera scenes are illustrative; no customer data is shown.
Example: record the contents of an open parcel.
Use the mobile camera to photograph or film the items and packaging.
0:00 / 0:00
See the record after capture
Find the order and inspect its packing evidence.
Open a sample record below to inspect the media and details. This is an interactive product illustration, not live customer data.
Northstar Commerce
PallasMark
Northstar Commerce
Orders
Awaiting approval
12
Approved today
28
Open disputes
3
Proofs this week
146
Search order, customer, email or phone…
Choose a record below to see its videos, photos and status.
Choose a step above or click a record below to open its full history.
Connect Shopify or WooCommerce and find the order before recording.
Select the correct connected store and order. Keep the commerce order and the evidence linked, while managing payment and fulfillment in your commerce platform.
Shopify / WooCommerce
Example order number
#4821
Order reference
Example order number
#4821
Packing evidence
#4821
Each store keeps its own connection and applicable agreement. Connecting a store does not automatically grant another store its paid features.
Shopify setup
Connect the Shopify shop to the appropriate PallasMark account and store. Reconnecting the same shop should return to its existing connection.
WooCommerce setup
Authorize your store and verify order reading, barcode lookup and evidence visibility. Missing permissions need to be corrected in the connection setup.
Save evidence for your team and decide separately what to share.
Complete evidence
Completion saves the packing evidence state. It does not mean the buyer has received a message.
Choose buyer sharing
Sharing and delivery status are separate from completion. Review the intended recipient and shared evidence.
Evidence retention
Published plan retention: 90 days. Your applicable agreement and the retention recorded for each proof govern its storage. Confirm any longer requirement before rollout.
Store and staff access
The selected store and staff permissions determine which orders and evidence a person can use.
Record a few real orders before changing the whole packing process.
Start with one store and the person who packs orders. Include a normal order, a fragile item and a return.
Connect one store
Verify that the intended orders appear.
Record the packing
Show items, packaging and the reference.
Complete and review
Wait for uploads and inspect the saved record.
Test sharing
Use a test recipient and check the buyer view.
WHAT TO CHECK IN YOUR PILOT
- Time spent recording one order
- Whether all items are visible
- Whether support can find the evidence
- Whether the buyer sees only the intended evidence
Choose a plan by monthly proof orders.
Compare current order capacity, team members, connected stores, video duration and retention. An order counts when its first media upload succeeds in that usage period.
See current plans and limitsExplore the details
- Tamper-proof video
- Return evidence
- Returns
- Carrier and insurance
- Packing Video Proof by Industry: What Each Vertical's Record Must Show
- Seller dispute evidence by platform: deadlines, file rules and what wins
- Shipping damage claims by carrier: deadlines, photos and packaging rules
- What is proof of packing? Definition, three tests and how to create it
- Packing video software compared: what each tool actually records, and what it proves
- eBay item not as described: seller evidence for returns and appeals
- Etsy case not as described: the evidence Etsy reviews from sellers
- FedEx damage claim photos: requirements, deadlines and missing contents
Questions about recording, buyers and integrations.
Does completing evidence send it to the buyer?
No. Completion and buyer sharing are separate actions. Check the sharing and delivery state before assuming the buyer has received anything.
Does importing orders use my monthly allowance?
No. Import, search and notes do not consume an order. The first successful media upload for an order in the usage period counts it once.
Can I connect more than one store?
Yes, subject to your current plan and agreement. Select the correct store for each order; billing and access may be scoped differently for Shopify and workspace-funded connections.
Can I use Shopify and WooCommerce?
Both have dedicated integrations. Check the connection permissions and test the full order-to-evidence workflow after setup.
Does evidence guarantee a chargeback or claim result?
No. It helps you document what was visible during packing. Banks, marketplaces and carriers apply their own rules and make their own decisions.
Can I compare return evidence?
Yes. Review authorized return evidence alongside the original order record. PallasMark does not make the refund decision for you.
How long are photos and videos retained?
Current published plan retention: 90 days. Your applicable agreement may differ, and existing proofs keep their recorded retention terms. Discuss a longer requirement before capture rather than assuming old evidence will be extended.
Can staff record without managing billing?
Access follows the roles and permissions assigned to the person. Review the intended staff access during setup.
What happens if the upload is interrupted?
Check the upload queue and retry when connected. A recording still on the device is not yet available to the support team.
Which plan should I choose?
Compare the published pricing page with your monthly proof orders, staff, stores and recording needs. Paid plans are billed annually; displayed monthly equivalents are for comparison.
Try recording one order from packing to review.
Create your account, connect your store and check the complete evidence workflow with your team.
Email the team