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Handle a claim for a damaged item

A damaged delivery is a disappointment that arrives with a photo. The customer wants the thing fixed, not an investigation. Ask for the minimum you need, decide quickly and tell them what happens next.

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Start with an apology and a decision path

Say you are sorry, then say what you need and what you will do once you have it. A customer who knows the next step stays calmer.

Ask for evidence once

A photo of the item and the packaging is usually enough. Ask for everything in one message. Repeated requests for more proof feel like an accusation.

Decide quickly

Replace or refund, depending on stock and what the customer prefers. For low-value items, skip the return and let them keep or dispose of it. The saved cost of shipping often exceeds the item.

Handle the carrier or insurer behind the scenes

If the carrier is responsible, open that claim yourself with the photos. The customer should not wait for you to be paid.

Write it down

Record the cause on the ticket: packaging, handling or a defect. Photos help you show the supplier or the carrier.

Fix the cause

If several tickets mention the same product or route, change the box, add padding or switch service. The best reply to a damage claim is fewer of them.

Questions

Do we need the customer to return the damaged item?

Not usually for cheap or fragile items. Decide by cost. Where a return makes sense, send a prepaid label and refund on scan.

What if the photos do not show damage?

Ask politely for a clearer shot or a description of the problem. Do not deny the claim before you have understood it.

How do we reduce damage claims?

Tag every claim by product and carrier. Better packaging for the top two products usually removes most of them.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.