How does Simple Chat handle damaged or missing items?

With the replacement tool enabled, the assistant gathers the details of a damaged or missing item and submits a replacement proposal for your team to review. Staff must approve it before a replacement order is created.

Information collected from the customer

1. The assistant finds the order and verifies the customer's email.
2. For a damaged or wrong item, it asks for one photo that shows the problem. For a missing item, it asks for no photo. It asks for other photos, such as the packing slip, packaging, or lot sticker, only when your FAQs or store instructions list them.
3. It confirms the shipping address for any replacement.
4. It submits the proposal with the customer's report and supporting details.

If the customer doesn't send the photo after one reminder, the assistant passes the case to your team for review instead of closing it.

The verified email stays on the conversation so the customer doesn't have to provide it again during follow-up. Your team can approve, adjust, or decline the proposal based on your policy. Replacement orders also require a stock check before a proposal is submitted.

A package marked delivered but reported missing

During a scheduled follow-up, the assistant checks tracking again and asks whether the package has arrived since the customer's last message. It needs a fresh confirmation that the package is still missing before proposing a replacement. The earlier report alone isn't enough.

If the package has arrived, the assistant can close the follow-up. If it is still missing, the proposal goes to staff for review.