Damage claim management
Damage claim management without the back-and-forth.
Most damage claims are honest. What slows them down is the chase for one more photo, the label, the box. Verilo collects all of it in a single guided capture on the customer's phone and puts the evidence and a Result in the ticket, so your team can decide on the first reply.
The problem
Where damage claims lose their time
A claim that should take one reply often takes five. The time goes in three places.
The photo loop
The customer sends one photo. You need the label, the outer box and a close-up. Each request is another reply, and another day.
Evidence in four places
Photos in the ticket, the order in Shopify, tracking in the carrier portal, packaging notes nowhere. Agents assemble the claim by hand.
Every claim waits the same
Without evidence you can rely on, a clear-cut claim gets the same scrutiny as a doubtful one, and honest customers wait.
How it works
One link. Everything the claim needs.
Send the link from the ticket
One click in Gorgias, Zendesk or the Verilo dashboard. Automatic links can send it for you when a ticket matches your rules.
The customer captures it once
About a minute in the phone's browser, no app or account: the shipping label, the packaging, the item, the damage close-up, a short movement and a hand check, one step at a time.
Verilo checks the capture
The label is read and matched to the order's tracking number, the item is compared with your own product images, and motion, reflection and handling signals show a real object in front of the camera.
The Result lands in the ticket
Verified, Needs Review or Unable to Verify, with each check in plain words and the evidence timeline beside it.
Your team decides
Refund, replacement, return or reject, recorded in the ticket. Verilo never refunds, rejects or decides anything.
In the ticket
What your agents see
The claim arrives complete, in the tool your team already works in.
A Result with its reasons
Each check is named with what it found: the label matched tracking, the item matched the product image, the capture was live. Nothing is a black-box score.
The evidence timeline
Every step of the capture with the time it was shown and its photos, ready to attach to a refund note or a chargeback response.
Status without asking
Internal notes record each change: link sent, link opened, Result ready, outcome recorded. Nobody has to chase the customer for an update.
Carrier recovery
When the damage happened in transit, a verified capture becomes a claim pack for UPS, FedEx, DHL Express, USPS, Royal Mail and Australia Post, with the carrier's deadline on top.
For honest customers
Fast for the customer, not an interrogation
- One link, opened on the phone the customer already has. No app, no account, no password.
- Clear steps with a live guide in the camera view, so nobody has to guess what to photograph.
- Plain wording throughout. The customer is never told they are suspected of anything.
- Packaging photos are captured while the box is still at hand, so a carrier claim never needs a second request.
Decisions
Verilo describes the evidence. You decide.
A Result says how strong the evidence is, never what to do about it. Verified means the capture checked out against the order. Needs Review means some evidence is strong and some is missing or unclear, so a person should look. Unable to Verify means the capture could not confirm a physical item from the order was present.
Your team records the outcome, and Verilo keeps it with the evidence. Refunds and replacements stay in Shopify, under your control.
Questions
Frequently asked
How long does the capture take the customer?
About a minute, or two with the upload. The customer opens a link on their phone and follows the steps in the browser.
Does the customer need to install anything?
No. It runs in the phone's browser from the link, with no app and no account.
What happens if the customer cannot finish the capture?
The Result is Needs Review or Unable to Verify, with the reason in plain words, and your team decides what to do. Nothing is rejected automatically.
Which helpdesks does it work with?
Gorgias and Zendesk today, plus the Verilo dashboard for stores that work without a helpdesk.
What does it cost?
Plans start at $29 a month, billed through Shopify, with a 14-day free trial with 20 verifications on every plan.
Read next
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