Can AI read a photo of a damaged item?

Aide can, when it drafts in Gorgias or replies in chat and email on Aide. It reads up to four recent photos, describes only what they show, and never names the cause of a defect.

Should we ask for photos before replacing a damaged item?

Most stores do above a low order value, because a photo of the item and the box is what a carrier claim needs. For cheap items, many replace straight away.

Who pays when an item is damaged in transit?

Not the customer. Most stores replace or refund first, then claim from the carrier if the shipment was insured. Check the carrier's rules before promising anything that depends on the claim.

Does the customer have to send the damaged item back?

Only if your policy says so. Many stores ask the customer to keep it until any carrier claim is settled, then let them throw it away.

Damaged item email template

Make it right when an order arrives broken.

Apologise, use the photos already sent, and say when your team comes back with a replacement or a refund.Updated October 27, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

When an item arrives broken or unusable, apologise, ask only for the photos you do not already have, and say when your team will come back with a replacement or a refund. Leave the remedy with a person until someone has looked.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailAsking for photos

Subject: Sorry about the damaged item from order.name

Hi customer.first_name, I am sorry your item from order.name arrived damaged. That is not how it should have reached you. Could you reply with two photos: one of the damage, and one of the outside of the box with the shipping label? They help us sort it out quickly, including with the carrier if it was damaged on the way. Please keep the item and its packaging for now. Our team will get back to you by the end of the next business day with a replacement or a refund. Thanks for letting us know,

ChatPhotos already sent

I am sorry the item from order.name arrived damaged, and thank you for the photos. I have passed them to our team, who will get back to you by the end of the next business day with a replacement or a refund. Please keep the item and box for now.

Internal noteBefore you reply

Damage reported on order.name (order.total), delivered by order.tracking.carrier order.tracking.number. Photos: in the conversation / still needed. Decide: free replacement from the order, or a refund. If it was damaged in transit, file with the carrier.

When to send this

Damage reportedYour damaged item topic is detected, such as “Item arrived damaged”.

The order was deliveredOrder exists is true and shipment status is delivered.

Full email onceOptional: is first message, so follow-ups are left to a teammate.

Example conversation

Customer

My mug from #1042 arrived cracked down the side. Photo attached.

Aide

I am sorry the mug from #1042 arrived damaged, and thank you for the photo. I have passed it to our team, who will get back to you by the end of the next business day with a replacement or a refund. Please keep the mug and the box for now.

Customer

Okay, thanks.

✓Handed to your team with the photo · Order #1042

Frequently asked questions

: Aide can, when it drafts in Gorgias or replies in chat and email on Aide. It reads up to four recent photos, describes only what they show, and never names the cause of a defect.
: Most stores do above a low order value, because a photo of the item and the box is what a carrier claim needs. For cheap items, many replace straight away.
: Not the customer. Most stores replace or refund first, then claim from the carrier if the shipment was insured. Check the carrier's rules before promising anything that depends on the claim.
: Only if your policy says so. Many stores ask the customer to keep it until any carrier claim is settled, then let them throw it away.

Wrong item receivedA different product, size or colour arrived.Email · Chat · Internal note Delivered not receivedTracking says delivered, the customer has nothing.Email · Chat · Internal note Refund confirmationThe refund is approved and issued.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

Start free Get a demo