Damaged Item Flow

About this block

Damaged Item Flow walks the claim as three numbered cards: photograph the damage and the box (phone quality fine, two photos, no audit implied), we answer within one business day with a yes and no haggling stage, then choose replacement or repair with replacements shipping immediately and items under $30 sent new without a return because shipping a $12 tin back wastes time at both ends. The footer publishes the 0.4% damage rate so the generosity reads as math.

Steps are one array. Letting customers keep items under $30 is the distinctive honest move that converts the policy from corporate procedure to something a real person wrote.

When to use

Reach for this block on the contact or support page under the damaged item route, or inline on the order detail page when a damage flag is raised. The 0.4% figure should reflect a real measurement.

A natural flow around it on an Ecommerce Pro page:

Before

• Contact routes page

After

• Missing parcel flow
• Returns FAQ

What you can display

One strong use is the three step damage claim. Other damage flow variants:

• Freight damage. Expanded steps for large items with a pallet photograph requirement and crew contact.
• Partial damage. A flow for multi item orders where one piece is damaged and the rest is fine.
• Repair route. A version that routes every damage claim directly to the repair bench rather than replacement.

Tip: “There is no haggling stage” does more work than any policy guarantee because it names the thing the customer feared.