1. Why Condition Reporting Matters
Documenting an item's condition helps:
Confirm the item arrived as described
Protect you from being held responsible for pre-existing wear or damage
Speed up refund, replacement, or damage reviews
Protect Owners by establishing accurate before-and-after records
Submitting condition photos is required to be considered for refunds or replacements. Without them, Pickle cannot verify the item's condition and your claim may not be supported.
2. How to access the Condition Report
There are two ways to find your condition report:
1. In-app prompt
You will see a condition reporting prompt automatically:
Immediately after you mark an item as delivered
When you are returning the item
Tap the prompt to open the report and upload your photos directly in the app.
2. Through the offer
Go to the Offers tab
Open the specific order
Scroll down to Condition Reports
Here you can view both your report and the Owner's report, and add to yours at any time
This feature should be used for every order — not just when there is a problem.
3. What to Include in Your Condition Report
Required photos:
Full front of the item
Full back of the item
Close-ups of any existing wear, minor flaws, or blemishes
Close-ups of any damage or unexpected condition issues
Photo tips:
Take photos in good lighting
Use a plain background where possible
Make sure details like stains, loose threads, or marks are clearly visible
Avoid filters or angled lighting that may hide condition issues
4. When to Submit Condition Images
When you receive the item: Submit condition photos immediately after marking the item as delivered. This is your most important protection — it creates a record of the item's condition when it arrived with you and prevents you from being held responsible for anything that was already there.
When you return the item: Submit updated condition photos before handing the item back, scheduling a courier pickup, or dropping it off for shipping. This protects you if any questions arise about condition after the return.
5. Reporting a Problem to Pickle Support
Submitting a condition report is not the same as reporting an issue to Pickle Support. If the item arrives damaged, dirty, not as described, or unusable, you must take both steps:
Upload photos to the condition report in the app
Contact Pickle Support within 12 hours of receiving the item and share your photos in the chat
Schedule a same-day return unless the Owner provides different instructions
Both steps are required for refund eligibility. Completing the condition report alone without contacting Support will not initiate a refund review.
Learn more: My Item Is Not As Described | Refunds (Renter/Buyer)