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Return Policy: If the product is damaged, ask for pictures and manually review the request

Require photo proof for damaged product returns, aiding in efficient manual review and validation of return requests.

Use Case

  • Workflow Automation

Common Vertical

  • Fashion
  • Consumer Electronics
  • B2B
If the product is damaged ask for pictures 1
If the product is damaged ask for pictures 1

Overview - Enhancing E-commerce Returns with Precision and Care

  • Introduction: In the world of e-commerce, returns are inevitable. But when a product comes back damaged, it’s a critical moment that can either cost you or build customer loyalty. By asking for pictures and manually reviewing these requests, you ensure a fair and accurate process.
  • Challenges: Damaged returns are a complex issue. They can lead to disputes, customer dissatisfaction, and potential losses if not handled correctly.
  • Common Mistakes: Store owners often process damaged returns without proper verification, leading to potential abuse of return policies and financial losses.
  • Missed Opportunities: Failing to request evidence or comments from customers can result in missed chances to improve product quality and packaging, based on real feedback.
  • Solution: Implement a system that requires customers to submit pictures and comments for damaged items, which are then manually reviewed for authorization of refunds or replacements.
  • Importance (ROI): This approach minimizes the risk of fraudulent returns, enhances customer trust by showing that you care about their experience, and provides valuable insights into product issues, potentially reducing future returns and increasing profitability.

Setup in Backend - How We Achieve It?

  • Damage Verification Process: Establish a protocol for customers to submit photographic evidence and comments when they report a damaged item.
  • Manual Review: Set up a team or designate staff members to manually review each case of reported damage to determine the appropriate action.
  • Authorization for Refunds: Ensure that refunds or replacements are only authorized after a thorough review, safeguarding against unwarranted returns.

The Customer Experience - What We Will Achieve

  • Transparent Communication: Customers are clearly instructed on how to report damaged items, fostering a sense of trust and openness.
  • Empathetic Engagement: By asking for their story, customers feel heard and valued, which can turn a negative experience into a positive one.
  • Assurance of Fairness: The manual review process reassures customers that their case is being handled with attention and fairness.


Q1: What if a customer cannot provide pictures of the damaged item?

A1: In such cases, our team will work with the customer to find an alternative solution to verify the damage and process their request.

Q2: How long does the manual review process take?

A2: We aim to review all cases promptly, typically within a set timeframe, to ensure a swift resolution for the customer.

Q3: Will this process slow down returns for items that are not damaged?

A3: No, this process is specifically for damaged items. Standard returns will continue to be processed efficiently through our automated system.

Q4: How does this process help reduce fraudulent returns?

A4: By requiring photographic evidence and manual review, we deter fraudulent claims and ensure that only legitimate cases are approved for refunds or replacements.

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