What should I record before sending a product away for service?

Start with the provider’s current service instructions. Use them to confirm what to send, how to prepare it, where it should go, and whether you need a reference number or a particular form. Requirements can differ, so treat the provider’s directions—not a general checklist—as the rule for your shipment.

Make a record with these sections:

1. Product: name, model or serial number if available, and any service reference number.
2. Condition: a brief, factual description of its visible state and the problem you are asking them to address.
3. Contents: each accessory or other item actually included.
4. Records: relevant receipt, warranty, repair order, or messages, keeping copies rather than sending irreplaceable originals unless instructed.
5. Shipment: date sent, carrier, and tracking number.

The FTC recommends identifying a product by name and serial or model number, noting purchase or service details, and keeping copies of relevant records and correspondence. It does not establish a universal service-shipping procedure or tell you which accessories to include. [S1]

Keep it neutral and specific. Separate what you can observe from what you think might explain it. For example, write “scratch on the upper-left edge, visible before packing” rather than guessing when or how it happened. For an intermittent problem, note the circumstances you have actually noticed, without presenting a possible cause as certain.

If useful, take dated pictures of the item from several angles and a closer view of visible marks before packing. You can also record any identifying label you can read. These are practical documentation ideas, not a provider requirement or a guarantee about how a service decision will be made. Follow any instructions about photographs or labels.

Check the provider’s instructions for this service request before packing anything. If the instructions do not make it clear whether an accessory is needed, ask the provider and save the answer. Avoid adding unrelated items or personal belongings.

Write down the contents as a plain inventory, such as “product only” or “product and [specified accessory].” If you pack several pieces, a photo of them together can help you keep your own record of what went into the parcel. Do not label an item as included unless you actually packed it.

Here is a copyable template. Fill in only what you know; leave a field blank or mark it “not provided” rather than guessing.

Service shipment record
Provider/service reference: [reference, if provided]
Product: [name]
Model or serial number: [number, if available]
Purchase or service date/place: [details, if known]
Reported issue: [brief description; note when it occurs, if known]
Condition before packing: [visible marks or other observations]
Included items: [list only what is packed]
Documents included: [list; keep copies]
Photos taken: [what the photos show, if any]
Packed on: [date]
Carrier: [carrier]
Tracking number: [number]
Shipping receipt saved at: [your chosen location]
Messages or instructions saved at: [your chosen location]

Keep the record and copies of relevant correspondence together. The FTC recommends keeping copies of correspondence and relevant records. [S1] USPS says a tracking number may appear on a shipping label and receipt, and advises keeping the receipt or another record containing the number so you can check shipment progress. [S2] This guidance does not establish a universal packaging method, prove what was inside a parcel, or guarantee a delivery or service outcome.