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Damaged items

Use one reason, a short window, and a rule that refunds only the orders you would not inspect.

Form​

  1. Add a reason labeled Arrived damaged.
  2. Require at least one photo. Two is better: the item, and the box.
  3. On Plus, add a required product question for a serial number if you need to confirm the item is yours.

Validation​

Set days since fulfillment to the window you will still believe is shipping damage. Once that many days have passed, the form refuses the claim. A 2-day window means a claim filed on day 3 is blocked. It does not delay the claim until day 2.

Require the order to be fulfilled, so an unshipped order cannot use this reason.

Rules​

Small orders, on Plus:

  • Reason is arrived damaged.
  • Order total is under your no-review amount.
  • Previous claims for this customer equals 0.
  • Action: approve and refund, and process it automatically.

Larger orders:

  • Same reason, order total at or above that amount.
  • Action: move to a custom status such as Review, and do not refund yet.

Test both with Process automation on a claim you filed yourself. The small one should refund. The large one should only move.