Buyer Claims & Unboxing Evidence Policy
Last updated 28 October 2026
Why we ask for an unboxing video
Most disputes about missing items, wrong items or damage come down to what was inside the parcel when it arrived. A continuous, unedited unboxing video is the clearest evidence for both buyers and sellers, and it helps DealPH resolve claims fairly and quickly.
This policy applies to orders that use DealPH Payment Protection. You agree to it at checkout before confirming a protected order.
How to record an acceptable video
Record one continuous video, without cuts, edits or unexplained pauses, showing:
1. The sealed parcel before opening. 2. All sides of the package and its visible condition. 3. The shipping label — cover or blur your address, phone number and other personal details. 4. The complete opening of the package. 5. Removal of all contents. 6. Counting every product received. 7. Weighing products where relevant and appropriate. 8. Inspection for visible damage. 9. Checking quantities and descriptions against the order. 10. Clear footage of anything missing, damaged or incorrect.
Keep the original recording until the order and any claim are fully resolved.
Which claims need a video
An unboxing video is ordinarily required for claims about missing items, incomplete orders, wrong or incorrect products, and visible damage.
No unboxing video is needed to report that an item never arrived. Other claims (for example, not as described or counterfeit) should include whatever evidence is relevant, such as photos, documents or messages.
Missing or inadequate video can affect whether a discretionary refund, replacement or reshipment is offered. It does not remove any rights you have under Philippine consumer law.
How to submit a claim
Open the order from your account and choose "Report a problem" before the Payment Protection window closes. Select a claim category, describe the issue, and for missing items enter the quantity ordered and the quantity received.
Upload your unboxing video and any supporting photos or documents. Evidence is stored privately and is visible only to you, the seller and DealPH reviewers. Accepted files: MP4, MOV or WebM video up to 200MB; JPG, PNG, WebP or HEIC photos and PDF documents up to 10MB.
The seller is notified and can respond with their own evidence. Payment for the order stays on hold while a claim is open.
Claim deadlines
Claims for missing items, incorrect items, incomplete orders and visible damage must be submitted within 48 hours of confirmed delivery or handover, and before the Payment Protection window shown on your order page closes. The countdown starts when DealPH records the delivery or handover; your order page shows the time left, and you'll get a reminder to inspect your order.
The 48-hour deadline does not apply to non-delivery, hidden defects that only appear during use, suspected fraud, or claims you ask DealPH to review under consumer law. If you receive a replacement or reshipment, a new 48-hour inspection period starts when you confirm you received it.
Evidence by claim type
Missing or incorrect items: a continuous unboxing video is required as standard evidence. Visible damage: an unboxing video plus supporting photos. Non-delivery: tracking and courier evidence — no unboxing video is needed.
Refunds, replacements and reshipments
DealPH administrators make the final decision on every protected-order claim. Possible outcomes are a full refund where justified, a partial refund, a replacement, a reshipment, or the claim not being upheld. Partial refunds, replacements and reshipments are only allowed after admin approval. Sellers may propose a resolution, but only DealPH administrators approve it, and a rejected claim always comes with written reasons.
Refunds are returned to the original payment method through DealPH's payment provider once refund processing is switched on.
Evidence retention and security
Claim evidence is deleted automatically 180 days after a case is closed. Evidence for open disputes, appeals, chargebacks, fraud investigations or legal proceedings is kept until those are finished. DealPH keeps a record that a file was deleted, but not the file itself.
Until malware scanning is in place, files you upload can be opened only by you and by DealPH reviewers; the other party sees that the file exists.
When DealPH reviews an exception
If you could not reasonably record a video (for example, the parcel was opened by someone else, or the problem only appeared during use), explain why when you submit your claim. A DealPH reviewer will look at the claim and any other evidence available.
You can also ask for review if you believe your claim concerns rights under consumer law. These claims are always reviewed by a person and are never denied automatically for lack of video.
Consumer law
Nothing in this policy limits rights you have under the Consumer Act of the Philippines (Republic Act No. 7394), the Internet Transactions Act (Republic Act No. 11967) or other applicable law.
Orders without Payment Protection
Ordinary DealPH checkout orders and payments made outside DealPH are not covered by Payment Protection or this claims process. For those orders, contact the seller first, and contact DealPH support to report a seller or listing. Your statutory consumer rights still apply.