E-commerce · Support

Damaged / Defective Fast-Track Replacement

Replace damaged or defective items with minimal friction.

Apps this needs

OMS / Fulfillment Order management and warehouse system for fulfillment, dispatch, carrier tracking & returns status. Connect during setup
WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup

How it works

  1. Collects photo evidence of the damage/defect and order details.
  2. Approves a fast-track replacement without requiring a return first, for straightforward cases checked against damage/defect policy thresholds.
  3. Ships the replacement immediately, written to the OMS, and provides tracking.
  4. Escalates ambiguous or high-value cases for manual review rather than auto-approving.

Data sources

OMS order data Damage/defect policy thresholds

What it targets

  • Straightforward damage claims resolved same-day Target 85%
  • Replacement shipped before original item's return is processed Target 90%