Casee LogoCasee.ioBlog
Back to AppLogin
Skip to main content

How to Respond When Products Arrive Damaged

· 5 min read

When fragile items arrive shattered—especially gifts for upcoming events—customers need immediate solutions. This guide shows you how to process refunds quickly, acknowledge packaging failures, and handle time-sensitive situations with empathy.

Example Customer Complaint​

Subject: Damaged item received - Order #91847

Hi,

I just received my package (Order #91847) and the item inside is
completely damaged. The box looked fine on the outside, but when I
opened it, the glass vase I ordered was shattered into pieces. There
was barely any bubble wrap and no "fragile" sticker on the box.

I ordered this as a wedding gift and the wedding is this Saturday. I'm
really upset because now I don't have a gift and there's no time to get
a replacement shipped.

Can you please refund me immediately and explain how this happened?

Emily

Casee.io Analysis: Automatic Case Classification​

When you paste Emily's message into Casee.io, the AI instantly analyzes and categorizes the case:

📋 Case Summary:

  • Regarding: Damaged item received in an order
  • Priority: High
  • Categories: Damaged Item, Refund Request

Key Issues Identified​

Casee.io breaks down the complaint into 3 specific issues that need addressing:

Issue 1: Inadequate Packaging​

Customer's concern:

"the item inside is completely damaged. The box looked fine on the outside, but when I opened it, the glass vase I ordered was shattered into pieces. There was barely any bubble wrap and no 'fragile' sticker on the box."

Suggested response:

I sincerely apologize that your glass vase arrived shattered. It's clear from your description that the item was not adequately protected during transit, and I'm very sorry for the disappointment this has caused. We will be investigating why this happened to prevent future occurrences.

Issue 2: Immediate Refund Request​

Customer's concern:

"Can you please refund me immediately"

Suggested response:

I understand you'd like an immediate refund, and I want to assure you that we will process this for you. Since the item arrived damaged due to insufficient packaging, a full refund will be issued.

Issue 3: Time-Sensitive Gift Situation​

Customer's concern:

"I ordered this as a wedding gift and the wedding is this Saturday. I'm really upset because now I don't have a gift and there's no time to get a replacement shipped."

Suggested response:

I am truly sorry that this situation has left you without a gift for the wedding this Saturday. I know how important it is to have a gift for such a special occasion, and I regret that we could not meet your needs in time. We will ensure your refund is processed promptly.

Complete Email Response​

Casee.io also generates opening and closing paragraphs to frame your response:

Opening (AI-Generated):​

Hi Emily,

I'm so sorry to hear that your order #91847 arrived damaged, especially
since it was intended as a wedding gift for this Saturday. I understand
how frustrating and upsetting this must be, and I want to help make this
right for you.

Body (Combine Issue Responses):​

You can now copy and paste each suggested response, editing as needed to add specific refund processing times or alternative solutions.

Closing (AI-Generated):​

Thank you for your understanding and patience as we resolve this. We
hope to hear from you soon.

Why This Approach Works​

✅ Acknowledges packaging failure specifically - Bubble wrap, fragile sticker mentioned

✅ Takes responsibility - Doesn't blame shipping carrier

✅ Recognizes emotional impact - Wedding gift, time sensitivity, disappointment

✅ Commits to investigation - Shows you'll prevent repeat issues

✅ Processes refund immediately - No photos or returns required for obvious damage

Common Damaged Delivery Scenarios​

Scenario A: Customer wants replacement + compensation​

Add: "I've processed your full refund and am also sending a replacement vase with next-day shipping at no charge as our apology."

Scenario B: Partial damage (item still usable)​

Add: "If the item is still functional despite the cosmetic damage, we can offer a 40% refund as compensation while you keep it. Otherwise, we'll issue a full refund."

Scenario C: Customer willing to wait for replacement​

Add: "I've expedited a replacement with upgraded packaging (double bubble wrap, fragile labels, reinforced box). It will arrive by [specific date]."

How to Use Casee.io for Damaged Deliveries​

  1. Paste the customer's message into Casee.io
  2. Review the analysis - Check for fragile items, packaging descriptions, time constraints
  3. Copy suggested responses - Use the itemized responses for each concern
  4. Add resolution details - Refund amount, processing time, replacement options
  5. Follow up internally - Review packaging procedures for fragile items

Packaging Review Checklist​

After this type of complaint:

  1. Review order #91847 packing notes - Was "fragile" flagged?
  2. Check warehouse procedures - Are glass items getting proper materials?
  3. Audit similar SKUs - Other vases, glassware, ceramics
  4. Update packing guidelines - Bubble wrap minimums, "fragile" label requirements
  5. Train packing staff - Reinforce fragile item protocols

Try It Yourself​

Want to handle damaged delivery complaints faster while improving packaging quality? Try Casee.io free →

Paste your customer message and get instant analysis with empathetic, solution-focused response suggestions.