What do I reply when a product arrives damaged?
Reply with empathy, ask for clear photos, and offer a specific next step, while being careful not to promise a courier reimbursement you cannot be sure of.
Lead with the person, not the paperwork
A customer who opens a broken product is disappointed, sometimes upset, and often embarrassed if it was a gift. Your first line should be about them, not about your process. Apologise, say you will sort it out, then ask for what you need.
Resist the urge to start with "Please send photos as per policy". It sounds cold. Say sorry first.
What to ask for
You need evidence to decide the next step and, if relevant, to raise a matter with the courier. Ask politely for:
- A photo of the damaged product
- A photo of the outer box, showing any dents or tears
- A photo of the shipping label
- A short video if the damage is hard to see, such as a leak
Keep the request short. If the customer is unsure what to photograph, tell them. The guide on photo and video proof rules for returns explains what is reasonable to ask.
Template one: first reply
"Hi Anjali, I am so sorry your order arrived damaged. That is not what we want for you. Could you please send a photo of the product, one of the outer box and one of the label? Once I see them, I will tell you exactly how we will fix it. Please keep the packaging for now."
Template two: after photos, offering a choice
"Thank you for the photos, Suresh, and again, I am sorry. I can either send you a replacement or refund the amount, whichever you prefer. A replacement will go out once I confirm stock and I will share the tracking link as soon as it does. Please let me know your choice."
If you are unsure which to offer first, replace or refund a damaged order, which first lays out the trade-offs.
Template three: only part of the order is damaged
"Hi Meena, thank you for the photos. I am sorry the [item] was broken. The rest of the order is fine, so I will [replace that item or refund Rs amount]. Which would you prefer?"
Check the amount before you send. Our post on issuing a partial refund for missing items works the same way.
Template four: when you need more information
"Hi Rohan, I am sorry about this. The photo is a little unclear, could you take one more in daylight, with the damaged area facing the camera? I want to get this right for you."
Never imply the customer is lying. Ask for clarity, nothing more.
About courier claims
You may be able to raise a claim with the courier, but outcomes and conditions differ, and nothing is guaranteed. Do not tell the customer the courier will refund you, and do not delay their fix while waiting for a claim. Treat the customer's solution and your claim as two separate matters. The article on how to raise a damage claim with a courier describes the process in general, and you should confirm the terms with your own courier.
Keep your own proof
Save the customer's photos in a folder named with the order number. Also keep the photos you took of the item before packing, as described in photographing the packing process as proof. These help if you ever need to show what happened.
Learn from each case
Every damaged parcel says something about your packing. Was the box too big? Was there not enough cushioning? Did the product move inside? Use the report on how much cushioning is enough in a parcel to tighten it up. Track damages in a simple sheet, and you will soon see which product or route causes most of them.
Be quick, be kind and be clear. That combination turns a bad moment into a reason to trust you.