How do I stop fake damage claims on my online store?

Ask for proof that is hard to fake after the fact. A photo by email can be edited or made with AI in seconds, so it proves little on its own. A short live video taken through a link you send is much harder to fake, because the customer cannot pick an old or edited file from the camera roll. Put a unique code in the link and keep it: when the code stamped on the video matches yours, it was filmed through that link.

Ask for three things every time: the shipping label and outer box, the whole item, and the damage close up. Ask the customer to keep the box and packing until the claim is settled, since carriers can ask to inspect it. Keep filming optional and keep your normal returns process open, so honest customers are never stuck.

Exhibit makes the link, and the customer sends you back a dated PDF pack and the clip.

Help: grapnel.team@gmail.com