The FTC says a product receipt proves the purchase date and original ownership. Its complaint guidance tells consumers to gather receipts, warranties, invoices, contracts, and other relevant purchase documents. The FTC's sample complaint guidance also calls for the product name, its serial or model number, and the date and place of purchase or service. USAGov advises contacting the company first when there is a product complaint.
Quick Answer
Keep the receipt and a copy of the written warranty together. Add the product name and model or serial number, any repair orders, dated notes of contacts, copies of chats or forms, and the letter or message explaining the resolution you requested. Send copies rather than originals when providing documents to the business, and retain a delivery receipt or a screenshot of an online submission.
Start with Purchase Proof and Written Terms
Put the purchase receipt at the front of the file. The FTC identifies it as proof of when the product was bought and of original ownership. Keep a copy of the written warranty next to it so the transaction and the terms can be read together. For an online purchase, print or download the warranty for your records.
Gather the other transaction records you actually have, such as an invoice, contract, card statement, or canceled check. The FTC lists these alongside receipts and warranties when preparing to contact a business. Make a working copy of documents you may need to send and retain the originals.
Check the receipt, package, written warranty, and seller website for the relevant return policy, customer service contact, and stated deadline. Note which document supplied each detail, because a store return policy and a warranty are not the same record. The FTC says a defective product may need to go to the manufacturer after the seller's return deadline. Treat that as a conditional route to check, not an automatic right to a refund or a universal time limit.
- File the purchase receipt with a printed or downloaded copy of the written warranty.
Identify the Product and Preserve the Repair Trail
Write the product name and its serial or model number exactly as they appear on the item or purchase records. The FTC's sample complaint guidance also asks for the date and place of purchase or service. Use the number shown on the product and its purchase records rather than a different model's paperwork.
Add copies of repair orders and other records that relate to the problem. They belong beside the warranty and receipt, not in a separate trail that is hard to reconcile with the product number. Keep the original repair documents; the FTC advises sending copies of relevant papers and retaining originals.
Record the seller's contact details from its site and keep the manufacturer route from the applicable warranty or package nearby. USAGov advises contacting the company first, and FTC guidance says to contact the seller when there is a product problem. After a seller return deadline, contacting the manufacturer may be necessary for a defective item. That sequence depends on the actual transaction and terms; this record should show whom you contacted, not assume that every seller and manufacturer handles claims alike.
- Record the product name, serial or model number, and purchase details beside any repair orders.
Keep a Dated Record of Each Contact
Begin the contact record with the first attempt to resolve the issue with the company. A call, web chat, or formal letter can explain the problem; keep the message you sent and the response that followed. For online chats or forms, the FTC advises saving what you wrote and noting the date before you exit.
For an online chat or customer service form, save what you wrote or capture the screen before exiting, and note the date. Put that copy beside any response from the business.
When an informal exchange does not resolve the problem, the FTC points readers to a sample complaint letter. Use the existing purchase and contact records to state the product, the issue, and the resolution you want. Keep your own copy of that letter or message. A clear record distinguishes what you requested from what the business actually replied, and it preserves the sequence without turning a personal response date into a legal deadline.
- Save each online chat or form message before exiting, and note the date.
Save What You Sent and How You Sent It
In the outgoing claim, say what resolution you are asking the business to consider: repair, exchange, refund, store credit, or another proposed solution. Put the product name and model or serial details in the same message, along with the purchase or service date and place.
List every supporting document enclosed with the letter. Send copies of the receipt, warranty, repair orders, or other relevant records, and keep the originals in your own folder. Store a copy of the outgoing message beside the documents it named. This keeps the evidence set consistent: your record shows what you submitted without surrendering the only copy of a purchase or service document.
Keep proof of the submission method. For a mailed letter, FTC guidance suggests certified mail with a return receipt to show delivery. For an online complaint, print the submission screen or take a screenshot before clicking submit.
- Identify the product and the repair, exchange, refund, or other resolution requested.
- Copy the purchase and repair records for the complaint and keep the originals.
- Keep the mailed letter's return receipt or capture the online submission screen.
Decision Worksheet
| Check | What to do | Record |
|---|---|---|
| Start with Purchase Proof and Written Terms | File the purchase receipt with a printed or downloaded copy of the written warranty. | |
| Identify the Product and Preserve the Repair Trail | Record the product name, serial or model number, and purchase details beside any repair orders. | |
| Keep a Dated Record of Each Contact | Save each online chat or form message before exiting, and note the date. | |
| Save What You Sent and How You Sent It | Identify the product and the repair, exchange, refund, or other resolution requested. |
Primary Sources
- U.S. FTC: Warranties
- USAGov: Complaints about a company's products or services
- Federal Trade Commission: Solving Problems With a Business
- Federal Trade Commission: Sample Customer Complaint Letter
Everyday Record Lab provides general information. Confirm current instructions with the responsible official source.