How to reply when an order arrives damaged
A photo of a cracked vase, a squashed box or a torn jumper is one of the hardest messages a shop can receive. The customer is disappointed, sometimes upset, and often worried you will not believe them. What you say in the next few minutes decides whether they remember a broken parcel or a business that sorted it out brilliantly. This guide covers the first reply to send, the details worth asking for, how to choose between a replacement and a refund, what to do about the courier, a worked example, and the note to give an AI agent so it is quick and kind without making promises only you can keep.
The short answer
Thank them for the photo, say sorry plainly and believe them. Ask only for what you truly need, usually the order number and a photo of the box if you do not already have one. Then offer a replacement or a refund, let them choose if you can, and give a clear time. Deal with the courier yourself and never make the customer chase it.
Replies you can adapt
Change the details to match your business. Names, prices and times are examples.
| When | Reply |
|---|---|
| First reply to the photo | Oh no, I am really sorry, Sophie. Thank you for sending the photo. Could you tell me your order number? I will get this sorted for you today. |
| Asking for the box | Thank you. Could you also send a quick photo of the outside of the box? It helps us with the courier claim. There is no need to send anything back. |
| Offering a choice | I am so sorry it arrived like that. I can send you a new one today by tracked delivery, or refund the full £32 to your card. Which would you prefer? |
| Replacement agreed | Lovely. Your replacement vase goes out today, and I will send the tracking link this afternoon. Please do not worry about the broken one; you can recycle it. |
| Refund agreed | Of course. I have passed your refund to Mark, who will process the full £32 by 3pm today. It usually shows in your account within a few working days. |
| Part of an order | Thank you for checking everything. As one of the four plates is chipped, I will send a new plate today. If you would rather have a refund for that plate, I can do that instead. |
| Out of stock replacement | I am sorry, we have sold out of that colour until next week. I can refund you today, send a different colour now or hold a new one for you when stock arrives on Tuesday. What would suit you best? |
| Damage is unclear | Thank you for the photo. I cannot quite see the mark from this angle. Could you send one more photo in daylight? Either way, we will put it right. |
| Out of hours | I am really sorry it arrived damaged. Thank you for the photo. I will sort this first thing tomorrow and message you by 10am with a replacement or refund. |
What to avoid
- Questioning whether the damage is real in your first reply. Almost everyone sending a photo is telling the truth.
- Asking the customer to post the broken item back unless you truly need it. It feels like a test and costs them time.
- Telling them to contact the courier. The contract is between you and the courier, so the claim is yours.
- Blaming the courier, the warehouse or the weather. The customer only cares that it is fixed.
- Letting an AI agent promise a refund or replacement on its own, or decide that damage is not covered.
What to tell your AI agent
- Tell it to thank the customer for the photo, apologise and ask for the order number in its first reply.
- Tell it to ask for a photo of the box only if you need it for courier claims, and to say nothing needs to be sent back.
- Give it your usual choices, such as a replacement or a full refund, so it can offer them while a person confirms.
- Tell it to say a named person will confirm by a set time, and to tag the chat and hand it over.
- Tell it never to argue about the damage or decide it is not covered.
When a person should take over
- Every refund or replacement, before it is confirmed.
- Expensive, handmade or one-off items.
- A customer who has reported damage several times, which a person should look at kindly but carefully.
Why the first reply matters so much
A customer who sends a damaged-item photo has usually just opened a parcel they were looking forward to. Many expect a fight. When the first reply is warm, fast and clearly on their side, the disappointment turns into relief.
Speed matters more here than almost anywhere else. A photo that sits unanswered for a day becomes an angry follow-up, and sometimes a public review. A quick "I am sorry, I will sort this today" holds the conversation while you work out the details.
It also helps to decide your answer before it ever happens. If you already know that damaged items under £50 get a replacement or refund with no questions, every reply is easy and consistent, whether you write it or your AI agent drafts it.
What to ask for, and what not to
| Worth asking for | Usually not worth asking for |
|---|---|
| The order number | The broken item posted back |
| A photo of the item, if they have not sent one | A long written description of how it was opened |
| A photo of the outside of the box, for courier claims | Photos from five different angles |
| Whether anything else in the order was affected | Proof of when the parcel was opened |
Some couriers need photos of the packaging, and a few need the damaged item kept for a while. Check your courier's claim rules once, and ask the customer only for what those rules really require.
Replacement or refund?
Letting the customer choose is usually the kindest answer, because it gives them back a little control. If you cannot offer both, say which you can do and why.
- Offer a replacement first when the item is in stock and the customer seems to still want it, such as a gift or a planned purchase.
- Offer a refund first when the item is out of stock, made to order or the customer sounds like they have lost confidence.
- For part of an order, replace or refund the damaged part only, and say clearly that the rest is unaffected.
- For a repeat problem with the same product, look at your packaging before sending the next one.
A worked example
A ceramics shop gets this on Instagram on a Saturday morning. The AI agent replies from the owner's note, tags the chat and hands it over. Names and details are examples.
| Who | Message |
|---|---|
| Customer | [photo] My bowl arrived like this, really disappointed |
| Business | I am really sorry, Jamie. That is not how it should have reached you. Thank you for the photo. Could you send your order number, and a quick photo of the outside of the box? There is no need to send anything back. |
| Customer | 6034, here is the box [photo] |
| Business | Thank you. I can offer you a new bowl sent by tracked delivery, or a full refund. Which would you prefer? Mark will confirm it today by 1pm. |
| Customer | A new one please, it was a present |
| Owner, 12.10pm | Hi Jamie, Mark here. So sorry about this. A new bowl goes out on Monday morning, double boxed, and I have added a gift note at no charge. Tracking will follow on Monday. |
The agent replied in seconds, believed the customer and collected the box photo for the claim. Mark made the decision and added a small, human touch.
A note for your AI agent
Damaged orders
First reply: "I am really sorry. Thank you for the photo." Then ask for the order number.
Ask for a photo of the outside of the box (courier claims need it).
Say: "There is no need to send anything back."
Choices to offer: a replacement by tracked delivery, or a full refund.
Then say: "Mark will confirm this today by [time]."
Times: Monday to Saturday before 3pm, "today by [3 hours later]". Otherwise "by 10am tomorrow".
Never:
- Question the damage or ask how it happened.
- Confirm a refund or replacement yourself.
- Tell the customer to contact the courier.
Tag the chat "damaged" and hand it to Mark with the order number and photos.After the customer is sorted
- Make the claim with your courier, using the photos the customer sent.
- Write down which item broke and how it was packed.
- If the same item breaks more than once, change the packaging before the next order.
- Send the customer one short message once the replacement arrives, to check it is all well.
How Spaces fits in
Spaces connects your own Instagram, WhatsApp, Messenger and email accounts to your AI agent, so it can reply to damage photos within moments, in the chat the customer used. It does not connect to couriers or your shop, so claims, refunds and replacements happen there, by you or by your agent through its own tools.
Hand-over and inbox tags are on for every workspace, so a damaged order can go straight to the right person while the agent stays quiet. Replies go out at a human pace: on Messenger, Spaces waits at least 20 seconds between messages.
Sum up and next step
Say sorry, believe the photo, ask only for what you need and offer a replacement or refund with a clear time. Deal with the courier yourself, and learn from each breakage.
Decide your damaged-order rule today and put it in your AI agent's notes, so the next customer gets a fast and generous answer even when you are busy.
Pricing
FAQ
Should I ask for the damaged item back?
In most cases there is no need. Asking for it back costs the customer time and can feel like you doubt them. Ask only if your courier's claim rules require it, or if the item is valuable enough that you need to inspect it.
What if I think the damage claim is not genuine?
Reply kindly first, then let a person look at the order history. Most claims are genuine, and treating everyone as a suspect costs far more goodwill than the odd false claim costs money.
Who should contact the courier?
You should. The courier's contract is usually with you as the sender, and asking the customer to chase it makes their bad experience longer. Use their photos to make the claim.
Should I offer a replacement or a refund?
Let the customer choose if you can. If you cannot replace the item quickly, say so and offer the refund first. Either way, give a clear time for when it will happen.
Can an AI agent handle damaged orders?
It can send the first reply, apologise, collect the order number and photos and offer your usual choices. A person should confirm the refund or replacement, especially for expensive or one-off items.
What if only part of the order was damaged?
Replace or refund only the damaged part, and say clearly that the rest of the order is fine. Ask the customer to check everything, so you do not have to go back to them twice.
How do I stop items breaking in the post?
Keep a simple record of what breaks and how it was packed. If the same item breaks more than once, change the box, the padding or the courier. A small packaging change often solves it.