Broken boxes are emotional. A calm playbook turns anger into a replacement order.
Empathy first line
Acknowledge the mess before asking for photos. Order matters.
Photo checklist
Outer box, label, item damage. One ask with three bullets.
Resolution menu
Reship, refund, or partialβoffer options you can actually honor.
Carrier claim parallel
Start the claim while the buyer is already made whole. Do not make them wait on the courier.
Damage chats are brand moments. Connectora Sync playbooks keep every agent consistent.