Damaged package (content not damaged)Updated 2 months ago

Scenario:

The customer received their order, but the box/packaging is damaged and the customer is dissatisfied.

Step 1: Request Picture Evidence

• When a customer reports a damaged or defective package, respond empathetically and request clear photos of the issue and confirm if the goods are intact.

Mail template to use => Damaged packaging 1

Step 2: Review the Photos and Assess the Damage

• Check the received photos and follow the correct process:
  1. The contents in the box are also damaged.
     • Continue to Help center article: https://internal-helpcenter.gorgias.help/en-US/received-damageddefected-item-264585
  2. Only the box is damaged, the contents do not have any damage.
     • Continue to step 3

Step 3: Only the box/packaging is damaged

• We will not offer full refunds for damaged boxes if the contents are complete.
  • In that case we can offer a 10% refund for the affected (not the full order, unless the full order was damaged), you can use the following template:

• You can continue tagging @katja so she can proceed the 10%, make clear why the refund has to take place + on what item (SKU) 

Step 4:Customer does not agree with solutiom

• If the customer rejects the solution, we can continue sending the following template:

Mail template to use => Damaged packaging 3

If the customer keeps insisting you can tag the customer service manager in an internal note to investigate further.