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Something is damaged or missing after delivery. What should I save?
Keep the packaging, labels, all received contents and original photos. Record what you expected, what actually arrived and when you noticed the issue, then use the official parcel after-sales channel promptly to confirm required evidence and deadlines.
Record the condition before changing it
If it is safe to do so, photograph the outside, shipping label, seals and visible damage before discarding anything. As you inspect the contents, keep a wide view and a close-up of the specific issue. Preserve any unboxing recording you already made in its original form.
If you have already opened the parcel, record its current state honestly and say when you first noticed the problem. Do not recreate an opening or present staged images as original evidence. An unboxing video is useful context when available, not a universal guarantee of compensation.
Distinguish a missing item from a missing component
A March 2026 buyer self-report describes a component missing from an otherwise received product and support reviewing packing records. This illustrates a useful evidence question; its successful outcome does not establish coverage for another parcel.
| Question | Record to compare |
|---|---|
| Was the whole item included in this parcel? | The parcel’s item list, rather than all items in your account. |
| Was a component actually included in the order? | The selected option and included-pieces description. |
| Could there be a split shipment? | Other parcel references and the order/warehouse records. |
| Is the complaint about damage? | Where the item is damaged and the condition of its protective packaging. |
References: Community: Reddit: a missing component and an after-sales request
Ask for the applicable process and deadline
The official app guide directs buyers with parcel questions to the relevant parcel’s after-sales service. The Help Center also lists lost/damaged-item and logistics assistance. Use the parcel reference so support can identify the shipment under review.
Ask which photos, documents and carrier records are required, the submission deadline and whether packaging must be retained for inspection. A request being accepted for review does not establish who is responsible or what compensation applies.
References: Official: Superbuy official app user guidance · Official: Superbuy Help Center
Prepare a compact evidence pack
Keep full labels and order documents in the private official case. Redact personal details from anything you later share publicly.
- Parcel reference and delivery date, with the carrier event if relevant.
- The affected order/item reference, exact option and quantity.
- The expected contents compared with the received contents.
- Original packaging, label, seal and item-condition images.
- Previous packing instructions and any relevant inspection records.
- A short timeline, case number and the specific remedy you are requesting.
References: Official: Superbuy official contact page
ADAPT THIS TO YOUR OWN RECORDS
Example parcel after-sales request
Parcel [reference] was delivered on [date]. Item/component [reference and description] is [missing/damaged]. The parcel list shows [expected contents]; I received [actual contents]. I have retained the packaging and attached original images plus a timeline. Please confirm the required evidence, applicable deadline and investigation process.
Replace the brackets with your details and send through the official private channel. Keep passwords, verification codes and full payment-card details out of the message.
Sources & context
Reviewed 2 November 2026. Official information can change; confirm the terms applicable to your item or parcel. Community examples are individual reports, not our purchases or a promise of the same outcome.
- REDDIT / INDIVIDUAL CONTEXTReddit: a missing component and an after-sales request
March 2026 buyer self-report describes a missing component and support reviewing packing records. Only that aspect is referenced; other advice in the post is not endorsed.
- OFFICIAL SOURCESuperbuy official app user guidance
Describes parcel submission, My Parcel tracking and parcel after-sales. It does not promise a particular delivery or compensation outcome.
- OFFICIAL SOURCESuperbuy Help Center
Official entry for order enquiries, balances, refunds and parcel after-sales. Some detailed articles require the interactive site or an account.
- OFFICIAL SOURCESuperbuy official contact page
Use the official customer-service channel for a live order. This independent directory cannot access or change it.