AI support for damaged orders
Give customers a way to report a damaged item in the support conversation. PineDove can build an agent that collects the details your policy requires and submits an eligible replacement request or sends it to your team for review.
- CustomerThe blue mug in order #1185 arrived broken.
- PineDoveI’m sorry it arrived broken. Could you send a photo of the mug so I can check what we can do?
- CustomerI’ve attached a photo. Can you send a replacement?
- PineDoveI’ve submitted a replacement request for the blue mug. Your request reference is R-1068.
How an AI agent handles a damaged order
Identify the damaged item
The agent verifies the order, finds the affected item, and asks for the damage details your policy requires.
Check what the policy allows
It checks the reporting window and gathers evidence, such as a photo, when the channel supports attachments and your policy requires one.
Submit the request and confirm
If the request qualifies and your system supports it, the agent submits the replacement request and shares its reference and next steps.
When your team steps in
Your team can review cases where evidence is missing, a claim has already been filed, or the item falls outside your replacement rules. The agent can include the affected item and the details already collected.
What we test before launch
We check which support channels can collect attachments and test eligible replacements, incomplete reports, and requests that need your team’s approval.
Bring a damaged order report to the assessment
We’ll map what your team needs to collect, which replacements the agent can submit, and which claims need review.