Damaged delivery: what evidence should you send with your complaint?

Start with the purchase and the problem

Identify the item, retailer, order number, purchase date and delivery date. Describe the damage in ordinary language: where it is, when you first noticed it and how it affects the item. If you do not know when the damage occurred, say so rather than guessing.

UK government guidance explains that faulty or misdescribed goods can give rise to refund, repair or replacement rights. Which remedy applies depends on the circumstances. Check the official guidance linked below; this article helps you organise records and does not determine your legal entitlement.

Take photographs that explain the damage

A close-up can show a crack but leave the reader unsure which item they are looking at. Pair it with a wider view of the whole item. If you still have the packaging, photograph any relevant damage to it as well. Avoid moving or using an item in a way that could be unsafe.

Keep unedited originals. If you add arrows or a crop to help explain something, label that version and retain the original separately. Do not alter an image to exaggerate damage. Record when you took the photographs; if that was after delivery, make the timing clear.

• One wider photograph identifying the item
• A clear close-up of each relevant defect
• Packaging and delivery label where relevant, with unnecessary personal details excluded from shared copies
• A short explanation of what each image shows

Give each record a simple reference

Use a small evidence list so the retailer can follow your complaint without opening every file at random. A1 might be the order confirmation, A2 the delivery record, A3 the damage photographs and A4 your first complaint email. Refer to the same labels in your letter and timeline.

Preserve the sender, date and relevant message when saving emails. Include the retailer’s replies, even if you disagree with them. If a screenshot cuts off part of a conversation, save the full relevant exchange too.

Example: connect the facts to the files

Fictional example: “The table arrived on 4 September. When I unpacked it that afternoon, I found a crack across the top. A1 identifies the order; A2 records delivery; A3 contains the photographs I took that day. I emailed you on 5 September (A4). Your reply asked for photographs on 6 September, and I sent them the same day (A5).”

This example demonstrates structure only. Replace it with your own facts. Follow it with a specific request, such as asking the retailer to review the evidence and explain the proposed remedy. Do not present a requested refund as a guaranteed outcome.

Keep the complaint together as replies arrive

Save a copy of what you send and note the date. When the retailer replies, add the response to the same timeline and record whether it answers your request. A later reader should be able to distinguish the original problem from what happened during the complaint.

You can organise these records yourself. If you want help bringing them together, ProofPackAI’s £9.99 one-off pack organises the information and evidence you provide into complaint documents. You check the content and send it yourself. After purchase, return on the same device and browser to continue the paid case with later replies; keep your own downloaded copies as well.

Common questions