I ordered an ASUS RTX 5090 TUF when one briefly appeared in stock at MSRP. The package arrived shrink-wrapped, but I immediately noticed wear around the screws. After installing it, the computer would not boot, so I opened the card and found that it had been tampered with and was missing its GPU core and memory. The retailer told me to send it back for an RMA. I have already taken many photos, but what else should I document to protect myself from being blamed for the condition of the card?
4 Answers
If the RMA is rejected, contact your credit card issuer or payment provider and open a dispute. Give them the timeline, photos, return tracking, and copies of the retailer’s responses. Don’t throw anything away until the case is completely resolved. A chargeback may affect your ability to shop with that retailer in the future, but it can be a useful fallback if they refuse to make things right.
For future high-value hardware, start recording as soon as you notice damaged packaging or anything suspicious, then capture the serial number and the unboxing in one continuous sequence. It is not perfect proof by itself, but it creates a much clearer timeline when combined with photos, timestamps, and shipping records.
Since you already found a serious problem, keep the return process entirely in writing if possible. Ask the retailer to confirm that the RMA is for a card received in this condition, and make sure the serial number in their records matches the card you are returning. If they deny the refund or claim you caused the damage, your photos, documentation, and shipping records will be important evidence.
Document absolutely everything: the outer box, shipping label, seals, all sides of the product packaging, screw marks, the card before and after disassembly, missing components, serial numbers, and the condition of every accessory. Take clear photos and video, keep the original packaging, and save the order details and all written communication with the retailer. Use a tracked, insured return shipment and keep the receipt and delivery confirmation.
Keep the complete conversation and every shipping document for the dispute. The bank may ask for proof that you returned the exact item and that the damage was present before you used it.