Introduction
The Damaged Order Support Skill enables your AI assistant to handle customer reports of damaged products. This intelligent capability guides customers through a verification process, collects essential information about the damage, validates uploaded photos to ensure authenticity, and provides resolution based on your pre-defined business rules — either processing an automated remedy or handing off to your support team with all the collected information.
How the Damaged Order Support Skill Works
When a customer reports receiving a damaged product, your AI assistant automatically:
Recognizes the damaged product report
Authenticates the customer by requesting their order number and a secondary identifier (email, phone, or ZIP code)
Collects detailed information about the damage
Requests photos of the damaged item and packaging
Validates that uploaded photos show the correct product and the described damage
Checks eligibility based on your configured time window
Provides an appropriate resolution based on your settings:
Automated remedy (refund, exchange, or store credit) — the AI processes it on the spot
Hand off to support team — the AI confirms the case will be reviewed by your team, then automatically creates a helpdesk ticket with all collected information (photos, damage description, order details, and full conversation transcript)
Confirms the customer is satisfied with the outcome
This streamlined process saves time for both your customers and support team while ensuring your damage claim policies are consistently applied and claims are verified for authenticity.
AI-Powered Photo Verification
The Damaged Order Support Skill includes intelligent image validation to protect your business from fraudulent claims while maintaining a smooth experience for legitimate customers.
What the AI Validates
When customers upload photos of damaged items, your AI assistant automatically verifies:
Product Match: The item in the photo matches the specific product from their order
Visible Damage: The damage described by the customer is clearly visible in the uploaded images
Image Quality: Photos are clear enough to make an accurate assessment
How Photo Validation Works
For Standard Damage Claims:
Customer describes the damage and uploads photos
AI analyzes images to confirm they show the correct product with visible damage
If validation passes, the claim proceeds to resolution
If validation fails, the AI provides specific guidance for better photos
For Technical Issues (Not Visually Apparent):
When customers report technical problems (e.g., "won't charge," "no sound"), the AI recognizes these issues can't be verified through photos
The AI explains that technical issues require support team expertise
Customer is offered escalation to human support for proper handling
What Happens When Photo Validation Fails
If the AI cannot validate uploaded images, it helps guide customers toward success:
Unclear or Blurry Images: AI provides specific guidance (better lighting, closer view, different angle)
Product Mismatch: AI politely notes the discrepancy and asks for photos of the correct item
Damage Not Visible: AI asks customer to show the specific area where damage occurred
After 2-3 Attempts: If validation continues to fail, AI offers to escalate to your support team
This approach balances fraud prevention with customer service — legitimate customers get clear guidance, while questionable claims are routed to human review.
Setting Up the Damaged Order Support Skill
Basic Setup
Access the Support Skills section
Navigate to your Rep AI dashboard
Select "Support Skills" from the navigation menu
Find the "Damaged Order" card
Enable the feature
Toggle the switch to turn on the Damaged Order Support Skill
Click the "Settings" button to configure your preferences
Configuration Options
The Damaged Order Support Skill offers flexible configuration to match your business policies:
Standard Policy Settings
Authentication Method: Choose a secondary verification method (Email, Phone, or ZIP code)
Eligibility Window: Set how many days after delivery customers can report damage (default: 7 days)
Resolution Options — Select how eligible claims should be handled from the "Offer to:" dropdown:
Refund — Issue a full or partial refund automatically
Resend the item — Resend the damaged item at no cost (Coming Soon)
Store credit — Offer store credit as compensation (Coming Soon)
Hand off to support team — The AI collects all damage information (photos, description, order details) and creates a helpdesk ticket for your support team to handle. No automated remedy is offered to the customer — your team decides the next steps.
Ineligible Claim Handling: Choose what happens when claims don't meet your criteria:
Politely explain why the report doesn't meet policy
Offer to escalate to human support
When to Use "Hand Off to Support Team"
This option is ideal if your damage claim process involves nuanced decisions that require human judgment — for example:
Your policies include exceptions or case-by-case evaluations
Resolution may involve re-shipping, partial refunds, exchanges, or combinations
You want your support team to review photos and make the final call
You handle high-value or complex product categories where automated refunds aren't appropriate
With this option, your AI still does the heavy lifting: authenticating the customer, collecting damage details, verifying photos, and checking eligibility. Your support team receives a complete, ready-to-act ticket — so the customer never has to repeat themselves.
What's Included in the Support Ticket
When "Hand off to support team" is selected, the AI automatically creates a ticket in your connected helpdesk (Gorgias or Zendesk) that includes:
Customer's damage description (in their own words)
All uploaded photos (accessible via URL)
Order number and order details (items, value, delivery date)
Customer verification info (email, phone, or ZIP)
Full conversation transcript
A dedicated tag (
damaged-order-handoff) so you can easily filter and route these claims separately from general support requests
Preview and Save
Click "Save and Preview" to test how your AI will handle damage reports
Click "Save" to apply your settings
Custom Policy (Expert Zone Feature)
For merchants who need more control over their damage claim process:
Upgrade Required: Custom Policy is available exclusively to merchants with Expert Zone access
Advanced Customization: Create tailored damage claim policies specific to your business
Full Control: Define custom eligibility criteria, verification steps, and resolution options
Benefits of Using the Damaged Order Support Skill
Reduce Fraudulent Claims: AI-powered photo verification ensures uploaded images match the product ordered and show real damage
Reduce Support Volume: Automate the handling of verified damage reports
Keep Sensitive Cases Under Human Judgment: With the "Hand off to support team" option, your AI collects everything while your team makes the final call on complex or high-value claims
Improve Customer Experience: Provide instant, empathetic responses with clear guidance for photo uploads
Ensure Consistent Policy Application: Apply your damage claim rules uniformly across all requests
Collect Better Documentation: Automatically gather validated photos and detailed descriptions
Save Time: Whether claims are resolved automatically or handed off, the AI handles authentication, collection, and verification — so your team spends zero time on intake
Smart Escalation: Technical issues and unclear cases are automatically routed to your support team
Understanding the Customer Experience
Happy Path — Automated Remedy (e.g., Refund)
Customer reports damaged item: "My coffee mug arrived with a cracked handle"
AI authenticates the customer with order details
Customer uploads clear photos showing the cracked handle
AI validates the photos match the ordered product and show visible damage
AI checks eligibility against your policy (e.g., within 7 days of delivery)
AI processes refund (or other configured resolution)
Customer receives confirmation
Time to resolution: 2-3 minutes
Happy Path — Hand Off to Support Team
Customer reports damaged item: "The glass on my picture frame is shattered"
AI authenticates the customer with order details
Customer uploads photos showing the shattered glass
AI validates the photos and checks eligibility
AI confirms: "I've documented everything including your photos. Our support team will review your case and follow up with you directly."
A complete helpdesk ticket is automatically created with all collected information
Your support agent picks up the ticket with full context — no need to ask the customer to repeat anything
Time to ticket creation: 2-3 minutes — your team gets a ready-to-act case
When Photos Need Improvement
Customer uploads blurry or dark images
AI politely explains it cannot see the damage clearly
AI provides specific guidance: "Try taking the photo in better lighting, closer to the damaged area"
Customer re-uploads with improved photos
AI validates and proceeds with the configured resolution
When Technical Issues Arise
Customer reports: "My wireless earbuds won't charge"
AI recognizes this as a technical failure (not visually verifiable)
AI explains: "I can't verify technical issues through photos, but our support team can help"
Customer is connected to human support for proper diagnosis
Related Support Skills
For comprehensive post-purchase support, consider enabling these complementary skills:
Order Status: Lets customers check where their order is in the fulfillment process
Returns / Exchanges: Handles standard product return and exchange requests
Cancel Order: Allows customers to request order cancellations
Getting Help
If you need assistance setting up or troubleshooting your Damaged Order support skill, contact our support team for guidance on optimizing your damage claim process with AI-powered photo verification.