Disputes & protection
What to do when an item is damaged
Protect people first, document the issue, and keep the case record complete.
6 min readUpdated July 30, 2026
Quick answer
Stop using an unsafe item, document its condition, notify the other party, and open the appropriate case from the booking.
Make the situation safe
Stop using an item that appears damaged, defective, or unsafe. For an emergency or immediate safety concern, contact local emergency services first.
Document the damage
- Take clear, original photos of the full item and close details.
- Preserve pickup and return condition photos.
- Record when the issue was discovered and what happened immediately before it.
- Keep repair estimates, receipts, or professional assessments.
Communicate in Nerbor
Use Messages to notify the other party and coordinate safe return or inspection. Keep statements factual and avoid arranging off-platform payments.
Open the appropriate case
- 1
Open the booking
Choose the dispute or claim action available for the booking state.
- 2
Describe the issue
Explain the damage, timing, requested outcome, and any safety concern.
- 3
Add evidence to the case
Support reviews evidence attached directly to the dispute or claim—not only conversation messages.