Every damage claim, verified.

Anyone can generate a convincing damage photo in seconds, yet most refund decisions still rest on one. Verilo verifies each claim through a short live capture and a series of real-time checks, confirming the item is physically present, matching it to the product and shipment on the order, and confirming the capture is live rather than replayed footage. The result is written straight into your existing helpdesk ticket before your agent replies.

View on Shopify See how it works

Integrates seamlessly with Shopify

Works inside Gorgias and Zendesk Set up in minutes

PK

Priya K.

Order #1187 · Damaged on arrival

OpenLink sentLiveVerified

Hi, my order #1187 arrived today and the dinner plate is cracked, with a chip out of the rim. Can I get a refund?

Send verification linkJordan sent Priya a verification link14:00

VerificationWaiting for PriyaLive capture in progressCaptured live · 42 s

Shipping barcode cross‑referenced

Matches order #1187 · Priya K.

100%

Compared against product image

Stoneware dinner plate · catalog SKU LH‑0412

96%

Light reflection analysis

Real glazed surface · not a screen or print

98%

Motion analysis

Moved around the item · parallax consistent

94%

Result written to the ticketVerified

Reply to Priya…

SendSend

JL

Jordan · Larkspur Home14:02

So sorry, Priya. Your refund is on its way.

Approved in minutes

verilo.app

Larkspur Home

Step 1 of 4Step 2 of 4Step 3 of 4Step 4 of 4

Point your camera at the shipping labelFit the whole label inside the frame and hold still until the text is sharp.

Point your camera at the whole itemStep back until all of it fits inside the frame, then hold steady.

Point your camera at the item and hold stillHold the phone close to the item and keep it still for a few seconds.

Keep the camera on the item and move around itMove your phone slowly around the item, keeping all of it on screen.

SHIP TO

PRIYA KAPOOR
14 WILLOW LANE
PORTLAND OR 97209

1Z 999 AA1 01 2345 6784

Order #1187Stoneware dinner plateReflectionParallax

Catalog imageLH‑0412

Hold the label steadyHold steady on the whole itemKeep the phone still on the itemKeep moving slowly around the itemAlmost there, keep moving around the itemGot itGot itGot itGot it

Having trouble?

Secured by Verilo

Thanks, that’s everything we needLarkspur Home will follow up in your conversation with them. You can close this page.

Secured by Verilo

verilo.app

Larkspur HomeHelp us verify the issueA quick camera check lets Larkspur Home resolve your claim faster.

A minute or twoA few short steps, one at a time.

Have the item and its shipping label nearby

Used only to check this claim

Start

Secured by Verilo

14:00

Tuesday 14 October

Larkspur Homenow

Sorry about your plate, Priya. Please verify the damage here: verilo.app/v/7Kp2

14:00

The problem

AI made the damage photo worthless as proof.

Refund decisions have always relied on one thing: the photo shows the product. That no longer holds. A crack, a tear or a crushed box takes one prompt, and your agents are expected to spot it by eye, mid‑ticket.

Photo uploads today

What a photo can’t tell you

AI‑generated damage

A crack or dent added to the real product photo in seconds.

Looks real

Photos lifted from the web

Someone else’s broken item, submitted as this order.

Looks real

Edited photos

Damage added in a phone editor. Invisible at ticket size.

Looks real

Re‑photographed screens

A photo of a photo, taken off a laptop screen.

Looks real

Old damage, new claim

One broken item, claimed on two different orders.

Looks real

Live capture with Verilo

What a live capture does

AI‑generated damage

The torch reflection and the depth seen as the phone moves can only come from a physical object.

Caught

Photos lifted from the web

The shipping label is scanned in the same take and must match this order’s tracking number.

Caught

Edited photos

Nothing is uploaded. The capture streams live, so there is no file to edit.

Caught

Re‑photographed screens

A screen throws back the torch as flat glare and shows no depth or parallax.

Caught

Old damage, new claim

Each capture is bound to one order, timestamped, and the item is matched to that purchase.

Caught

Verilo never judges the photo.

It checks that a real item is in front of the camera, that it is the product from this order, and that the capture is happening right now.

What it’s costing

Return fraud was expensive before image generators. It is now getting worse quickly.

These figures are industry‑wide. How much of it reaches your store depends on whether a faked photo is still enough to get a refund.

AI‑generated damage claims are now the fastest‑growing form of return abuse. Forter, 2026

Organised rings sell “returns‑as‑a‑service”, generating damage evidence at scale across many stores. Forter · Wired

$103B

Lost to fraudulent returns

US retailers, 2024 · Appriss Retail & Deloitte

+78%

“Not as described” claims

Year on year, driven by AI damage images · Signifyd 2026

1 in 10

Returns are fraudulent

9% of $850B returned in 2025 · NRF & Happy Returns

+64%

Abusive returns

Jan 2024 to May 2025 · Signifyd

How it works

How a claim is verified

The customer completes a short guided capture on their phone. Your team gets the result inside the helpdesk they already use, with nothing new to learn.

Watch verify a claim and return the result to the ticket before your agent replies. Sixty seconds, inside the helpdesk you already use.

What the customer does

A guided capture that takes a minute or two

01

Open the link

It opens in the phone’s browser from the chat they already have with you. No download, no account. They consent before the camera starts.

02

Scan the shipping label

Verilo reads the parcel’s barcode and matches it to the order’s tracking. The package on screen is tied to this claim.

03

Show the product

The item on camera is compared with the product on the order, so the damaged item is confirmed as the one that was bought.

04

Light reflection analysis

The torch fires while the camera records. Real surfaces reflect light in a way screens, prints and generated images cannot.

05

Motion check

A few prompts chosen at random, such as tilting the item or moving closer. Footage recorded earlier cannot pass them.

For your team

Built for the way you already work

01

Connect in minutes

Install Verilo on Shopify and connect Gorgias with an API key. A Verilo widget appears inside the tickets your team already uses.

02

Send from the widget

From the widget, your agent sends a verification link straight into the conversation. The order is already attached.

03

Result shows in the ticket

The verdict and evidence appear in the widget as the customer finishes, in the same ticket.

04

Reply as normal

Your agent reads the result and replies to the customer as normal. The decision stays with them.

05

Orders stay in sync

Orders, products and shipping labels are read live from Shopify. Nothing to import or maintain.

View on Shopify14-day free trial · billed through Shopify

Integrations

Live in Gorgias and Zendesk today. Next, your returns and shipping‑protection stack.

Shopify

Store

Gorgias

Helpdesk

Zendesk

Helpdesk

WooCommerce

Store

BigCommerce

Store

Re:amaze

Helpdesk

Freshdesk

Helpdesk

Help Scout

Helpdesk

Intercom

Helpdesk

Kustomer

Helpdesk

Gladly

Helpdesk

eDesk

Helpdesk

Shopify

Store

Gorgias

Helpdesk

Zendesk

Helpdesk

WooCommerce

Store

BigCommerce

Store

Re:amaze

Helpdesk

Freshdesk

Helpdesk

Help Scout

Helpdesk

Intercom

Helpdesk

Kustomer

Helpdesk

Gladly

Helpdesk

eDesk

Helpdesk

Richpanel

Helpdesk

Front

Helpdesk

Loop Returns

Returns

AfterShip Returns

Returns

Redo

Returns

ReturnGO

Returns

Route

Shipping protection

Corso

Shipping protection

Seel

Shipping protection

AfterShip

Tracking

Narvar

Tracking

Slack

Notifications

Richpanel

Helpdesk

Front

Helpdesk

Loop Returns

Returns

AfterShip Returns

Returns

Redo

Returns

ReturnGO

Returns

Route

Shipping protection

Corso

Shipping protection

Seel

Shipping protection

AfterShip

Tracking

Narvar

Tracking

Slack

Notifications

View on Shopify14-day free trial · billed through Shopify

What every capture checks

Every capture is tested in six ways.

Pick a check to see how it works and what it establishes. All six run inside the same forty‑second capture.

Check 01 of 06

Liveness check

During the capture the customer is asked to tilt, rotate or move closer. The prompts are chosen at random in that moment and have to be followed live.

Protects against

Pre‑recorded or uploaded video
Screen recordings played to the camera
Footage replayed from an earlier claim

Establishes the capture is happening now, not replayed or uploaded.

Merchant view

What your team sees when the capture lands.

One claim page per capture: the result at the top, each check with its clip and score, a timeline of the session and a place to record what you did. Nobody watches footage.

Search claims, orders, pages⌘K

NG

Claims

Open in Shopify

Open in GorgiasDownload evidence pack

RESULT

Verified

4/4for
Verified

The evidence is consistent. The item, the label and the damage were shown live, and the independent signals agree.

Suggested next step: resolve the claim with a refund or a replacement.

Northwind Watch Box

Order #1002Priya K.3 h ago90.25 USD1Z999AA10123456784

RECORD OUTCOME

Refund issued

Replacement sent

Return required

Claim rejected

Record what you did in your own systems. Verilo does not refund, replace or reject anything.

Order verification

2 of 2 passed

STEP 1

Shipping label

Passed

Barcode decoded live from the shipping label and matched UPS tracking 1Z999AA10123456784 on order #1002.

Passed

STEP 4

Product match

Strong

Captured item matched the merchant’s product image at 0.85 similarity (threshold 0.55).

Shop photo

Similarity to the shop photo · 0.85

Capture authenticity

2 of 2 passed

STEP 2

Movement

Good

120 px of parallax as the camera moved around the item, consistent with a three‑dimensional object.

Depth seen while moving · 120 px

STEP 3

Torch reflection

Strong

Item brightness followed a randomised light pattern from the phone at 0.97 correlation (threshold 0.50).

Brightness followed the light · 0.97

Damage evidence

1 of 1 passed

STEP 5

Damage close‑up

Strong

Image expansion tracked the phone moving closer at 0.81 (threshold 0.30). Scratch visible on the lid edge.

Zoom matched the phone moving closer · 0.81

Capture timeline

Shipping label

Step 1 · 0:00

Movement

Step 2 · 0:07

Torch reflection

Step 3 · 0:21

Product match

Step 4 · 0:32

Damage close‑up

Step 5 · 0:36

Activity

Claim created

Dashboard · 3 h ago

Verification link created

Helpdesk · 3 h ago

Customer opened the link

Customer · 2 h ago

All 5 steps completed in 43 s

Customer · 2 h ago

Result: Verified

2 h ago

Internal notes

Team only

Add an internal note

+ Add note

Verified

All checks passed: a physical item, bound to this order, matching the purchase, captured in real time.

Needs Review

The session completed but one signal did not align, for example a label that could not be read or a product that differs from the order.

Unable to Verify

The label could not be read or the light check did not finish, so the item was not confirmed.

Security and privacy

Built so customers are comfortable using it.

Consent before the camera opens. Encrypted and sealed evidence. Retention you control.

No app download for customers

Runs in the phone’s browser from a signed link. Nothing is installed or left on the device.

Consent before capture

The customer is told what is recorded, how it is used and who sees it, and agrees before the camera opens.

Encrypted in transit and at rest

Every capture, scan and verdict is encrypted in transit and at rest, and sealed so later changes are detectable.

Evidence stored in the United States

Held in US data centres, accessible only to your account.

Clear retention controls

You set how long evidence is kept. Delete any claim at any time.

Pricing

Pay for the verifications your store needs.

When a month's verifications are used, new links pause until the next month or until you change plan; links already sent can still be finished. One 14-day free trial per store, with 20 verifications in total. A verification is one completed capture.

Starter

$29/month

Billed monthly

✓Up to 50 verifications a month

✓Shopify, Gorgias and Zendesk integrations

✓Live chat and email support

View on Shopify

Growth

$79/month

Billed monthly

✓Up to 250 verifications a month

✓Everything in Starter

✓Team members

✓Custom capture-page branding

✓Outcome reports

✓Carrier claim packs (carriers pay up to their cover limit)

View on Shopify

Scale

$199/month

Billed monthly

✓Up to 1,000 verifications a month

✓Everything in Growth

✓Priority live chat

More than 1,000 a month? Contact us

View on Shopify

Start your free trial

Verify your first claim today.

Create your account, connect Shopify and your helpdesk, and send your first verification link in under ten minutes. Every plan starts with a 14-day free trial with 20 verifications.

✓14-day free trial, so you can test it on live claims

✓Connected to your store and helpdesk in under ten minutes

✓Customers are reached through your existing helpdesk, no app to install

✓Every verdict comes with an evidence pack for chargebacks

✓Monthly or yearly through Shopify, cancel any time

FAQ

Questions merchants ask before they start.

Have a question we have not covered? We would love to hear it. Drop us a line at hello@verilo.app and a real person will reply.

No. The link opens in the phone’s browser. The customer follows a short guided capture and is done in a minute or two.

The agent sees Unable to Verify with the reason, such as poor light, and can resend the link or approve under your usual policy.

Gorgias and Zendesk are live today; Zendesk takes a 10-minute guided setup until its one-click connection is approved. Re:amaze is next. If you use a different helpdesk, tell us at hello@verilo.app and we will prioritise it.

A minute or two, including sending the recording. The label scan, product match, light check and prompts all happen in one take.

It is encrypted, stored in the US and deleted automatically after 90 days, or up to a year if you choose. Customers consent before the camera opens.

No. Verilo returns a verdict and the evidence behind it. Your team decides what happens next.

Three plans, billed through Shopify: Starter at $29 a month for up to 50 verifications, Growth at $79 for up to 250 and Scale at $199 for up to 1,000. When a month's verifications are used, new links pause until the next month or until you change plan; links already sent can still be finished. One 14-day free trial per store, with 20 verifications in total. Yearly billing gives two months free, and links that are never finished are never counted.