Our own product

Packing Video Evidence

When the buyer says an item was missing, you can pull up the video

Every package is filmed as it is packed, indexed by its tracking number. When a dispute arrives, you type the number and watch what actually went into the box. The argument stops being one word against another.

Type: Licensed software
Scope: Product design
Recording engine
Licensing
Support bot
Industry: E-commerce fulfilment

Fig.1The product sales page we delivered, headlined around video-backed dispute resolution

The challenge

The most draining dispute in e-commerce is not a return. It is a customer insisting an item was missing on arrival. The seller knows nothing was skipped and has no way to show it, so most shops simply absorb the loss because arguing costs more than the goods. Filming is the easy part. The hard part is making a busy packing bench willing to use it every day, and making sure the right clip is still findable three months later.

025 key points

What we built

Scan to record, tracking number as the index
The packer scans the shipping label exactly as before. Recording starts and files itself under that number. No new habit to learn, nothing to remember to switch off.
Three scan modes for three kinds of bench
Continuous line, scan-twice-per-order, and scan-once-then-auto-stop. Packing rhythm varies enormously between shops, and forcing one mode on all of them is how a tool stops being used.
The timer lives on the server, not in the browser
Put it in the browser and a closed tab or a locked screen leaves that order recording until the disk fills, with nothing on screen to hint at it. An evidence system cannot have that failure mode.
Licensing built for selling, not just using
Serial issuing, expiry warnings and device re-binding, so the software can actually be sold rather than only run in-house.
A way out when someone is stuck
The support channel sits in three places the customer will actually be looking, right next to the "download logs" button - because the step after downloading a log is sending it to someone.