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)

Damaged item email templates

1) First response + photo request

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

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)

Hi <name>,

Thanks — we’ve approved a refund for order <orderid> ✅

Timeline:
• We process refunds within 1 business day
• Banks usually take 3–7 business days to post the funds

If you’d prefer a replacement instead, reply here and we’ll switch the resolution.

Best,
<agent_name>

4) Wrong item received (quick fix)

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.

Related guides

• Wrong item / missing item templates — edge‑case replies that reduce repeat contacts.
• Delivered but not received workflow — DNR playbook + templates.
• WooCommerce customer support templates — A full library including damage and refund replies.
• Shopify customer support templates — Refunds, cancellations, address changes, damage replies.
• E‑commerce support checklist — Reduce mistakes and speed up onboarding.
• Partial refund & goodwill credit templates — wording that reduces repeat tickets.

Install Casekit (free): copy an order summary and paste these templates in seconds — works on WooCommerce and Shopify.

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