Video Proof for Customer Disputes
When a customer disputes their order, retrieve timestamped packing footage in seconds and resolve the claim with evidence - not guesswork.
The challenge
Customer disputes - wrong item, missing item, damaged goods - are one of the most costly and time-consuming issues in fulfilment. Without any record of what was packed, you're left relying on the customer's account. Most of the time, that means issuing a refund even when the order was packed correctly.
How PackVision helps
PackVision records every packing session automatically. When a dispute is raised, search by the order number, consignment number or other reference, pull up the footage, and review exactly what was packed - with every reference timestamped in the video. Disputes that took days now close in minutes.
Key benefits
How it works for this use case
Dispute is raised by the customer
A customer contacts you claiming their order was wrong or something was missing.
Search by order number in PackVision
Open the portal and search by the order number, consignment number or other barcode reference captured during packing. The relevant session appears immediately.
Review the timestamped footage
Watch the packing video and review the log, the video is annotated with captured references. Every item scanned is recorded with a timestamp - so you can see exactly what went into the box.
Resolve or escalate with evidence
If the order was packed correctly, share the footage with the customer or dispute team. If an error was made, you have the evidence to understand what went wrong.
Related use cases
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