Use case · Returns

Proof for refund claims and return abuse

A refund request arrives long before a bank ever gets involved. Wear-and-return, 'not as described' and used-item claims all come down to one question: what did you actually ship? Your packing video answers it, so you refund the fair ones and refuse the rest.

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GDPR-compliant data processingKVKK-compliant processing for TürkiyeAES-256 encrypted storageRecords can't be changed afterwardA verification link anyone can openLive with Shopify · WooCommerceNo card requiredGDPR-compliant data processingKVKK-compliant processing for TürkiyeAES-256 encrypted storageRecords can't be changed afterwardA verification link anyone can openLive with Shopify · WooCommerceNo card required

02 — The record

How one recording is made, start to finish

Nothing here is a mock-up: every screen is the app as it ships, and every frame is the same bench, in order.

  1. The order list in the app: orders pulled from the store, the ones awaiting a recording marked, and a Scan barcode button.
    01

    The order arrives on its own

    Orders come in from Shopify or WooCommerce and land in the list, with the ones still waiting for a recording marked. Nobody retypes an order number at the bench.

  2. The same list with the Scan barcode action at the bottom of the screen.
    02

    Scan the picking slip, or tap the order

    The barcode on the slip opens the right order directly. That is the moment the recording is bound to an order — before anything is filmed, not after.

  3. The packer holds the item up to a phone mounted on a stand at the bench.
    The recording screen four seconds in.
    030:04

    Show the garment, tags attached to the camera

    The take opens on the item itself: what it is, what condition it is in, that it is the right one. The phone is already in the room; there is no camera to mount.

  4. The shipping label is peeled from its backing in front of the mounted phone.
    The recording screen eighteen seconds in.
    040:18

    The shipping label binds the order to the parcel

    The 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 what a dispute turns on.

  5. The item is lowered into a padded carton while the phone records.
    The recording screen forty-one seconds in.
    050:41

    Everything that goes in, goes in on camera

    Padding, placement, the inner box closing — all inside the same unbroken take. A cut is a place a reviewer can imagine something happening off camera.

  6. The sealed, labelled carton on the bench; the phone shows a frozen frame with a green tick.
    The preview screen with Confirm and upload.
    061:07

    Stop, check, upload

    The take ends when the parcel does. One look at what was captured, one tap, and the file is uploading — it finishes on its own even if the signal drops.

  7. The order screen after sending: status Sent, the video attached and marked Ready, and the buyer approval link.
    07

    Attached to the order, sent to the buyer

    The recording lands on the order itself, beside the customer and the items, with who added it and when. The buyer gets a link that opens with no account.

The recording screen four seconds in.

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.

  1. 1Scan the code that appears and the recording screen opens on your phone.
  2. 2Film anything you have on hand for a few seconds.
  3. 3You get the sealed record and its public verify link.

Takes about a minute. Nothing is installed and no card is involved.

02 — The seal

The recording is sealed before the return window opens

The recording becomes a single proof file and locks: no one can change it afterward, not even you. Anyone who opens the link sees exactly the same record.

Once sealed, the link always opens the same record — so the buyer can trust what they see.

Is it valid?

  • Anyone can verify it — every proof has an open verification link.
  • It can't be altered — the recording is locked the moment it's taken.
  • Who approved is on record — the buyer's approval, time and place are kept.
Proof fileSealing the file
pallasmark.com/verify/9f2a
PallasMark

Video verification

Photo
Video verificationOne frame from the sealed recording

Verified

The stored fingerprint matches the original file.

Order

#4172 · Customer order

Captured

Today · 10:42

Public verification link

View record
Sealed and ready to share

04 — The outcome

You refund the fair claims and refuse the rest

This is the moment you open the file and show it: the item, the process and the sealed package, all in one place.

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pallasmark.com/verify/9f2a
PallasMark

Video verification

A neatly folded knit sweater in soft studio light
Video verificationOne frame from the sealed recording

Verified

The stored fingerprint matches the original file.

Order

#4172 · Customer order

Captured

Today · 10:42

Public verification link

View record

05 — The math

What do refunds and returns cost you?

Every refund means shipping, repacking and often an item you can no longer sell. Some of those claims are not honest. See it with your own numbers.

Estimate your return loss

$
20%
25%
40%

Unfair return loss

$2,400 /mo

Recovered (est.)

$960 /mo

Loss = orders x AOV x return rate x unfair share

Estimate — enter your own numbers; rates are assumptions.

Prevent your monthly loss with proof

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06 — Setup

Recording return evidence in your store

Setting up the same flow in your own store takes four simple steps.

01
ShopifyWooCommerce

Connect your store

Shopify or WooCommerce, takes just a few minutes.

02
High-value orders → proof required

Set your rule

Require the record on the orders that matter most.

03
Recording…

Create the first record

Film the item and its packing right before it ships.

04
EMZ

Invite your team

Your shipping team captures the record as part of their own flow.

07 — Coverage

Who this is for: high-return categories

Not just sweaters — the same flow works for every returnable item.

A folded knitted sweater with its care tags shown to the camera on the packing bench
Apparel
A pair of clean white sneakers held up to the camera before packing
Footwear
A skincare bottle and its carton on the packing bench
Cosmetics
A pair of folded denim jeans presented to the camera before boxing
Denim
High-return categories like apparel, footwear and cosmetics.Any seller whose margin is eaten by return abuse.

Refund and return questions

The buyer already opened a refund request — is it too late?

No. The evidence is made at packing, not at the claim, so it is already there when the request arrives — that is the whole point of recording up front.

Is it hard to set up?

Connects to Shopify and WooCommerce in minutes; no code.

Can a packing video stop wardrobing?

It does not stop someone buying with the intention of returning — nothing does. What it changes is the argument afterwards. When you can show the garment folded, tagged and unworn at the moment it was packed, a 'it arrived like this' claim has to explain the difference, and most are dropped rather than argued.

What if the buyer says the item was damaged in transit, not by them?

That is a different claim and it is answered by the same recording, from the other end: the take shows the item's condition before the box was sealed. If it left you intact, the loss moved to the carrier, and the recording is what a carrier claim needs. See the carrier damage use case for how that side works.

Do I have to record every order, or only high-value ones?

Recording only high-value orders is a common choice and it works, but it has a cost worth knowing: the claim you cannot answer is usually on an order nobody thought was risky. Recording everything is cheaper than it sounds because the capture is a phone and a few seconds; the pricing scales with orders, not with cameras.

Is recording staff at the packing bench allowed?

In the EU and UK a recording of an identifiable person at work is personal data, so it needs a lawful basis, a stated purpose, a retention period and staff who know it is happening. In practice this is a short written notice and a defined retention window rather than a legal project. Frame the camera on the bench rather than on faces, and delete on a schedule instead of keeping everything forever.

Other returnable categories this covers

More on returns and refund claims

What makes return evidence hold up

Start answering refund claims with proof

Set up in 5 minutes and record your first order.

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