Damaged items, missing orders, and quality complaints happen. What matters is how you respond. Engaige resolves simple claims instantly and sends complex issues to your team with the context they need.
Trusted by eCommerce brands to resolve damage and missing item claims
A shattered vase. A missing T-shirt. A box that arrived crushed. Each one feels like a failure to the customer, and they want a clear answer fast. Slow or generic replies don't just frustrate them, they break the trust you spent months building.
Engaige resolves damaged and missing item claims instead of parking them in a queue: it validates the claim against the order and delivery data, applies your policy, and issues a replacement or refund in the conversation. It escalates fraud-risk or genuinely complex cases to your team with the full order history, so customers get a fast, fair answer and your policy holds on every claim.
My parcel just arrived and one of the wine glasses is shattered. The whole box was packed with it.
Looking up order #48217 in Shopify 4-piece wine glass set, delivered today Checking damage claim policy Eligible for replacement, no return needed Creating a replacement order Single glass dispatched on express delivery
Wow, that was painless. Thank you!
Shopify 
PostNL 
DHL 
UPS 
FedEx 
Sendcloud 
Shipstation 
Monta 
Picqer 
Shopwedo Shopify PostNL DHL UPS FedEx Sendcloud Shipstation Monta Picqer Shopwedo Brands use Engaige's AI Agents to resolve support at scale without losing their voice.
“Engaige gave us the control and flexibility to incorporate AI in a more human way, operating 24/7 across our channels.”
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Engaige AI validates the claim against the order and delivery data, applies your policy, and resolves it in the conversation, issuing a replacement or refund on eligible cases. It escalates fraud-risk or complex claims with full context. HelloPrint cut its support team from 100 to 28 agents after automating contacts like these.
Damaged and missing item claims are a routine part of any e-commerce inbox, and customers expect a fast, clear resolution: a replacement or refund, not a form to fill in. Engaige AI meets that by validating the claim against order and delivery data and resolving it in the conversation, escalating only genuine edge cases.
It cross-checks the claim against the order contents, delivery status, and your policy, so a report that does not match the record is caught rather than auto-approved. Straightforward claims are resolved in seconds; anything with a fraud signal or high value is flagged to your team with the full history for a human decision.
Engaige AI checks the order line items against what was shipped and delivered, confirms which items are missing, and applies your policy: reshipping the missing goods or refunding them in the conversation. The customer gets a specific answer about their order, not a generic apology, and your team only sees the disputed cases.
Simple claims are resolved by Engaige AI on the spot. It routes a claim to your team when it carries fraud risk, sits outside your policy, or needs a judgment call, handing over the full conversation and order history so an agent picks up with context and can respond quickly.
We learn your products, policies, and process before going live. Pick one to see how Engaige resolves it for brands like yours, end to end.
Book a demo and see Engaige resolve claims on the spot and escalate the tricky ones with full context.
