The Damaged Order support skill helps your AI collect damage reports, review photos, and resolve eligible claims according to your policy. You can let the AI send free replacements or collect the information for your support team.
Set up automatic replacements
Open Support Skills in your Rep AI dashboard.
Open the Damaged Order settings and enable the skill.
Under Standard policy, configure your verification method and eligibility window.
Under Next action, select Send a replacement.
Set the maximum damaged-item value using Check if damaged items value is under:.
Save your settings.
The default limit is 100 in your store’s currency. Claims at or below your limit can qualify. The limit applies to the damaged items being replaced, rather than the whole order.
Before enabling replacements: Check that your shipping or fulfillment app accepts paid orders with a total of $0. Rep creates the replacement order; your fulfillment process handles shipping.
What your customer experiences
Your AI collects the order details, identifies the damaged items and quantities, and requests damage information and photos according to your policy.
For an eligible replacement, the AI explains that:
The confirmed items will be replaced at no cost, including shipping.
The replacement goes to the original shipping address.
The customer does not need to return the damaged items.
The customer must explicitly agree before the AI creates the replacement.
What appears in Shopify and Rep
The replacement appears in Shopify as a separate paid order with a total of $0. It contains only the confirmed items and quantities.
The original and replacement orders reference each other. You can find AI-created replacements using the Shopify tag rep-ai-resend.
In Rep, the conversation shows Rep AI sent a replacement — order #…, with an Order link to Shopify.
Use replacements with a custom policy
If you use Custom policy, enable Send a replacement under Tool permissions and describe when the AI should offer it.
Writing replacement instructions alone does not authorize the action. The permission starts unchecked, including for existing custom policies.
The replacement value limit still applies. Its field appears in Standard policy, so check the limit there before using a custom policy.
When a replacement needs human help
Automatic replacement is unavailable when, for example:
The damaged-item value exceeds your limit.
The order already has a replacement.
The request concerns a replacement order.
The requested quantities are not eligible.
The original shipping address cannot be used.
These cases need your support team’s review. Automatic replacements cannot be redirected to a different address.
Test your policy
Use Preview / Test & Train to review the conversation. Testing does not create real replacement orders or send replacement notifications to your team.