How to document visible parcel damage before opening it, without assuming that the contents are also damaged.
Pause and document the unopened parcel
If the outer packaging is visibly damaged, first place the parcel somewhere safe and avoid handling any exposed sharp, wet, or unstable area unnecessarily. Photograph the complete unopened parcel from multiple sides so its overall condition is visible. Then take close-ups of each tear, puncture, crushed corner, wet area, or opened seam. Include photographs of the shipping label, seals, tape, and the relationship between the damaged area and the rest of the package. Preserve the original files rather than keeping only cropped or annotated copies.
Separate visible facts from conclusions
Describe exactly what can be seen before opening: for example, “the lower corner is crushed and the tape remains attached,” rather than “the product was damaged in transit.” Damage to an outer box does not by itself establish damage to the contents. Note the delivery date, when you first observed the condition, and whether the carrier recorded anything at delivery. Whether a parcel should be refused on the spot depends on the carrier, seller, destination, and circumstances; the reviewed SEWARD pages do not establish a universal refusal rule.
Continue the record and report the issue
If it is safe and appropriate to open the parcel, photograph each stage, including the internal packaging and the position of the contents. Retain the packaging. SEWARD’s Shipping and Delivery page directs customers to compare a parcel with its shipment details and keep the packaging if something needs checking. For an order inquiry, the Contact Us page asks for the order number and checkout email and provides private contact options, including a form with an optional photo upload. Contact SEWARD before returning an item. A review can then distinguish outer-package damage from any separately observed problem inside.