Handle Damaged Product Reports Automatically with the Damaged Order Support Skill

Handle Damaged Product Reports Automatically with the Damaged Order

Support Skill Introduction The Damaged Order Support Skill enables your AI assistant to automatically handle customer reports of damaged products. This intelligent capability guides customers through a verification process, collects essential information about the damage, and provides resolution options based

on your pre-defined business rules—all without requiring your support team's intervention. How the Damaged Order Support Skill Works

When a customer reports receiving a damaged product, your AI assistant automatically

Recognizes the damaged product report

1. Authenticates the customer by requesting their order number and a secondary identifier
2. (email, phone, or ZIP code)

Collects detailed information about the damage

1. Requests photos of the damaged item and packaging
2. Checks eligibility based on your configured time window
3. Provides an appropriate resolution based on your settings
4. Confirms the customer is satisfied with the outcome
5. This streamlined process saves time for both your customers and support team while ensuring

your damage claim policies are consistently applied. Setting Up the Damaged Order Support Skill Basic Setup Access the Support Skills section

1. Navigate to your Rep AI dashboard

Select "Support Skills" from the navigation menu Find the "Damaged Order" card Enable the feature

1. 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

Issue a full or partial refund (Currently available) Resend the damaged item at no cost (Coming Soon) Offer store credit (Coming Soon)

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 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 Support Volume: Automate the handling of common damage reports

1. Improve Customer Experience: Provide instant, empathetic responses to customers with
2. damaged products

Ensure Consistent Policy Application: Apply your damage claim rules uniformly

1. Collect Better Documentation: Automatically gather photos and detailed descriptions
2. Save Time: Process straightforward claims without manual review
3. Best Practices

Set Appropriate Time Windows: Balance customer flexibility with your operational needs

1. Be Clear About Requirements: Configure your AI to clearly explain what documentation is
2. needed

Maintain an Empathetic Tone: Ensure your AI acknowledges customer disappointment

1. Regular Monitoring: Review damage claim conversations to identify potential product or
2. shipping issues

Adjust as Needed: Refine your policies based on customer feedback and resolution success

1. rates

Troubleshooting

The AI isn't finding a customer's order

Verify that your e-commerce platform integration is working correctly Check if the customer is providing the correct order number and secondary identifier

The AI is offering the wrong resolution options

• Check your configuration settings to ensure the correct options are enabled

Remember that some resolution options (Resend, Store Credit) are coming soon 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.