Damaged item support workflow: photo checklist + replacement/refund templates

Damaged item tickets get messy when agents ask for different photos every time. A simple checklist + consistent templates can reduce back‑and‑forth and speed up resolutions.

Damaged item workflow (simple + repeatable)

1. Acknowledge and apologize (keep it human).
2. Request the 3 photos you need (below).
3. Confirm outcome: replacement vs refund vs store credit (based on policy).
4. Document the result and update the order notes.

Photo checklist (what to request)

• Photo of the damaged item (close-up)
• Photo of the outer packaging
• Photo of the shipping label (shows tracking + carrier)

Why this works: outer packaging + label often explains whether damage happened in transit and helps with carrier claims.

Damaged item email templates

1) First response + photo request

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Hi <name>,

I’m really sorry your order arrived damaged.

To resolve this quickly for order <orderid>, could you reply with:
• a photo of the damaged item
• a photo of the outer packaging
• a photo of the shipping label

Once we have these, we’ll confirm the fastest solution (replacement or refund).

Best,
<agent_name>

2) Replacement approved

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Hi <name>,

Thanks for the photos — we’ve approved a replacement for order <orderid> ✅

Next step: we’ll ship the replacement within <time_window> and reply with tracking once available.

Best,
<agent_name>

3) Refund approved (damage)

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Hi {name},

The refund for order {orderid} has been approved.
Current refund status: {verified_refund_status}
Amount: {approved_amount_and_currency}
Next step: {confirmed_processing_action}
Estimated processing time: {provider_estimate_if_available}

I will confirm once the refund is recorded. If it has already been processed, I will share the transaction date and reference.

Best,
{agent_name}

4) Wrong item received (quick fix)

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Hi <name>,

Thanks for letting us know — sorry about the mix‑up.

For order <orderid>, can you confirm:
• which item you received, and
• which item you expected?

A quick photo of the item + packing slip helps.
Once confirmed, we’ll arrange the best fix (replacement or refund).

Best,
<agent_name>

If the tracking says “delivered” but the customer didn’t receive it, use: Delivered but not received workflow.

Ask only for photos relevant to the claim, with sensitive label details covered where possible, and offer an alternative if photos are impractical. Use “replacement approved” only after approval; use a dispatch promise only if verified. An approved refund is not yet a processed refund, and a settled refund cannot simply be switched into a replacement.

Using this workflow with CaseKit

CaseKit drafts replies from order facts in the Shopify app. The Gmail extension is optional. Review the draft against the current order and your store policy before sending; CaseKit does not send messages, cancel orders, issue refunds or create shipments.

For WooCommerce, CaseKit is a separate WordPress plugin. Its order workflow runs in WordPress; the Gmail extension currently connects to Shopify.