Verilo today announced the availability of live verification for damaged-item claims in online retail. Merchants send a customer one link; the customer shows the item, its label and the damage to their phone camera in a short guided capture, and the merchant receives structured evidence and a Result in the support ticket they already work in. Verilo has been available on the Shopify App Store since 14 October 2026.
Why photographs are no longer enough
Most online retailers handle a "damaged on arrival" claim the same way: they ask the customer for a photograph and decide from it. Image editing and generative AI tools now make it possible to add a crack, a dent or a chip to a picture of an undamaged product in seconds, and the result can be difficult to tell apart from a real photograph.
Verilo founder Bailee Satie explains the thinking behind the platform:
As AI-generated images become increasingly convincing, I think retailers need to reconsider how they establish trust in the evidence behind a damage claim. I started Verilo because I believe that verification should happen when evidence is captured, rather than trying to determine whether a photograph has been manipulated after it's already been submitted.
Bailee SatieFounder of VeriloTools that inspect an uploaded image for signs of editing judge a file that may already have been altered. Verilo takes a different approach: it never asks for a file. The evidence is captured live, in the browser, while Verilo watches the camera.
How it works
- The merchant sends a Verification Link. With one click from the helpdesk ticket or the Verilo dashboard. Merchants can also set rules so a link goes out automatically when a ticket matches them.
- The customer completes a guided capture. On their own phone, in the browser, with no app to install and no account. In about a minute, one step at a time, they show the shipping label, the item, the damage up close, a slow movement around the item and their hand beside the damage.
- Verilo checks the capture. The label is read and matched to the order's tracking number, the item is compared with the store's own product images, and motion, light reflection and handling signals indicate a physical object in front of the camera rather than a screen or a print.
- The Result arrives in the ticket. One of three Results, Verified, Needs Review or Unable to Verify, with each check described in plain words and a timeline of the capture, posted to the ticket as an internal note.
- The merchant decides. Refund, replacement, return or reject: the merchant records the decision. Verilo describes the evidence; it never refunds, rejects or decides a claim on its own.
See Verilo in action.
Play the launch film1:00A 60-second animated walkthrough of a claim, from the customer's message to the Result in the ticket. The interface is recreated from the product's own designs. Download MP4, 1080p (12.5 MB)
Designed for the support team's existing workflow
Verilo works with Shopify stores: orders, products and tracking numbers come from the store. It connects to the Gorgias, Zendesk and Intercom helpdesks, so agents send the link and read the Result without leaving the ticket. Teams that do not use a helpdesk work from the Verilo dashboard, where every claim keeps its evidence, its capture timeline and a downloadable evidence pack.
When damage happened in transit, the same capture can become a carrier claim pack with the photographs, the order and the carrier's deadline, on the Growth and Scale plans.
What a Result means, and what it does not
A Result describes the evidence captured in that session. Verified means the item, the label and the damage were shown live and the independent checks agree. 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 that a physical item from the order was present. A Result does not establish how or when damage happened, and Verilo does not make the decision for the merchant.
Availability
Verilo is available now on the Shopify App Store. Plans start at US$29 a month, billed through Shopify, with a 14-day free trial with 20 verifications on every plan. Recordings are stored encrypted and deleted at the end of the store's retention period, 90 days by default.
About Verilo
Verilo is software for online retailers that verifies damaged-item claims with a short, guided live capture in the customer's phone browser, and puts the evidence and a Result in the merchant's helpdesk ticket. Verilo launched on the Shopify App Store in October 2026. Verilo was founded by Bailee Satie, an Australian technology founder based in Bangkok.
Media contact
For interviews, product demonstrations and media assets, email hello@verilo.app. The media kit, with logos, product imagery and company information, is at verilo.app/press.