Add Photos: Frequently Asked Questions
Frequently asked questions on uploading attachments for return processing of products with damage/issues.
Table of Contents
- Why do I need to add images?
- How do I upload images?
- What's the maximum attachment size for an image?
- Can I add multiple images?
- Why is it not providing an option to add images while contacting you through chat?
- Is it secure to share an image of the item/ a screen shot while trying to contact Amazon?
Why do I need to add images?
When you contact us for an issue related to replacement or return of a damaged or defective order, we may ask you to share a picture of your item to help us investigate the issue. In case of damaged product, the damaged portion of the item should be clearly visible in the image.
Note: If incompatible details are mentioned in product detail page, this would not be considered as damaged or defective.
How do I upload images?
To upload an image, follow the steps mentioned below:
- Visit Your Orders and select the order which you want to return.
- Select Return or Replace Items with an appropriate return reason code from the list
(below list not exhaustive):
- Item is damaged or defective
- Item is missing or not as expected
- Missing parts or accessories
- Incompatible or not useful
- Both product and shipping box damaged
- Wrong item was received
- Click Continue and follow the on-screen instructions.
- You will see the option to "Add Photos". Click Add Photos and select the image file/s from your device to be uploaded. Please wait a few seconds for the photos to be uploaded.
- Once done, click "Call me" to contact us.
- The file format of the image should be .jpg / .jpeg / .png. PDFs are not accepted.
- Please ensure the images are focused and are not dark, blurry or shaky.
- Please include serial number and IMEI numbers while sharing the images for damaged cases for Mobiles, Laptops and Tablets.
What's the maximum attachment size for an image?
You can upload images of size up to 25 MB.
Can I add multiple images?
Yes, you can add a maximum of 5 images of the issue. Please ensure the total size of all the images is not above 25 MB.
Why is it not providing an option to add images while contacting you through chat?
Currently, this feature is not available for chat. You can add images directly through the contact us page only if you select phone to contact us.
Is it secure to share an image of the item/ a screen shot while trying to contact Amazon?
Images shared by you will be used by Amazon only to solve your immediate issue and to improve the quality of our Customer Service. We request you to share only the exact image requested by us and refrain from sending any personal photographs.
