E-commerce
July 31, 2026
Receiving a damaged package immediately creates doubt: is the product intact, should the delivery be refused, who is responsible, and how to get a replacement or a refund?
The chatbot must guide the customer on the proof to be provided, the steps to follow, and the possible options based on the condition of the product and the brand's policy. It must transfer cases that require a carrier or quality check.
This guide shows how to handle a damaged package without making the customer repeat themselves.
Summary
Why do we need to act fast?
A damaged package can hide a broken product, a missing part, or a safety risk. The longer the customer waits to report and photograph it, the harder it becomes to understand what happened.
The chatbot must therefore quickly explain what evidence to keep and what action to follow.
The right proof at the right time speeds up the resolution of a damaged package.
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What evidence should be requested?
The bot may request photos of the outer packaging, the carrier label, the product, the inner cushioning, and any visible damage. It should specify not to discard the packaging too early if an investigation is possible.
For fragile products, a photo of the product inside its packaging can be particularly useful.
How do you distinguish between package and product?
A package may be damaged but the product intact. Conversely, a barely marked packaging may contain a broken product. The chatbot must ask about the condition of both to orient the response.
The solution often depends on this distinction: simple tracking, part replacement, complete exchange, refund, or carrier investigation.
How do you explain the options?
According to the policy, the customer can receive a replacement, a part, a refund, a return voucher, or a human review. The bot must present the known options without promising a decision before the evidence has been checked.
If the product is dangerous to use, it must recommend not using it and transfer quickly.
How to manage the carrier?
Some claims require a carrier investigation. The chatbot can explain that photos, the label, and the delivery date are necessary to open or complete the file.
The customer must understand what falls under the brand, the carrier, and the resolution policy.
Which flow to follow?
The flow must document the damage.
Identify order, delivery date, carrier, package condition, and product condition.
Request useful photos: packaging, label, product, cushioning, and visible damage.
Advise to keep packaging and product until the support decision if necessary.
Explain possible options according to policy, evidence, safety, and availability.
Transfer broken product, danger, high value, insufficient evidence, and carrier investigation.
Which messages should be used?
As proof: "If possible, take pictures of the package, the label, and the product before throwing away the packaging."
For safety: "If the product seems dangerous or unusable, do not use it before verification."
For pending status: "I am forwarding the evidence to support to confirm the appropriate solution."
When to transfer?
Transfer is necessary if the product is broken, if a part is missing, if the damage affects safety, if the amount is high, if the photos are ambiguous, or if the carrier needs to investigate.
The bot must transmit order, carrier, photos, date, package condition, product condition, value, and requested solution.
Which KPIs should be monitored?
Track packages damaged by carrier, broken products, replacements, refunds, proof deadlines, carrier investigations, and post-resolution satisfaction.
These data show whether the packaging or shipping requires correction.
Which mistakes should be avoided?
Avoid asking for photos too late, promising a refund without proof, neglecting a security risk, or putting the entire burden on the customer without explaining the steps.
The chatbot must make the claim simple and documented.
How can Qstomy help?
Qstomy can connect the chatbot to support conversations, product data, conversion signals, customs rules, carriers, parcel proof, privacy requests, and escalation procedures to respond clearly, and then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without inventing a product rule, a reason for conversion, a customs amount, a carrier decision, or a conversation deletion that has yet to be confirmed by a reliable source.
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Key takeaways
Key Takeaways
A damaged parcel requires quick collection of evidence: parcel, label, product, cushioning, date, and carrier.
What the customer needs to understand
The customer must know what to keep, what to photograph, and what solutions can be explored.
The right limit for the chatbot
The chatbot can guide the collection of evidence, but it must transfer broken products, safety issues, high value, and carrier investigations.
Enzo
July 31, 2026
