A CCTV footage request seller guide can help ecommerce businesses respond quickly when a marketplace asks for packing evidence. On some marketplaces, especially fashion platforms, a disputed return can trigger a request for packing footage. The response window may be short, so sellers who rely on ordinary CCTV can struggle to find the right minute in hours of recording or show the order clearly. On some marketplaces, especially fashion platforms, a
disputed return can trigger a request for your packing footage. The window to
respond is short, often a day or two. Sellers who rely on ordinary CCTV usually
miss it: they can’t find the right minute in hours of recording, or the footage
doesn’t clearly show the order.
What the marketplace actually wants
•
A clip of that specific order, not general
warehouse footage
•
The AWB or order ID visible or clearly linked
•
The product, tags and quantity going into the
box
•
The sealing of the box
•
A timestamp
Footage that is not timestamped or not tied to the
order is usually treated as weak or unverifiable.
Why plain CCTV fails these requests
Problem | Result |
Hours of continuous footage | Too slow to find the order before |
Camera too far from the table | Label and product not readable |
No link to the AWB | Hard to prove which order is |
Overwritten after a few days | The footage is gone |
The 5-minute response routine with ClaimVMS
1.
Open ClaimVMS in your browser
2.
Search the AWB or order from the request
3.
Play the clip to confirm label, product and seal are
visible
4.
Download the video
5.
Upload it to the marketplace dispute or reply with it
Because every clip is linked to its AWB at the moment
of packing, there is no scrolling through CCTV.
Set up now, before the next request
•
Record every order, not just high-value ones
•
Mount the camera close enough to read the label
•
Train packers to show tags and MRP labels to the camera
•
Keep videos long enough to cover late requests (see our
retention guide)
Frequently asked questions
Can I send CCTV footage instead of a packing video?
You can try, but marketplaces prefer a clear,
order-linked clip. General CCTV often fails to show the label and product
clearly.
How quickly do I need to respond?
Windows vary by marketplace and category, often 24–72
hours. Check your seller panel for the exact rule.
Does ClaimVMS send the footage automatically?
ClaimVMS finds the exact clip by AWB in seconds so you
can download and submit it right away.
Be ready for the next request
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