diggerhq Refund & damage triage
Follow these steps in order. Do not skip the lookup.
- Identify the order. Get the order id from the customer; call
lookup_order. If the order doesn't exist, stop and ask the customer to verify the id. - Classify.
- Not delivered yet → check
eta; if the ETA is in the future, reassure and share tracking. No refund yet. - Not delivered and the ETA has passed → acknowledge the delay, share tracking, and say a human teammate will follow up within one business day.
- Delivered, item damaged → ask for a one-line description of the damage if the customer has not already provided one. Do not ask for a photo.
- Delivered, wrong item → confirm the SKU received vs the SKU ordered.
- Not delivered yet → check
- Resolve.
- Damage or wrong item confirmed → tell the customer a replacement is on the way and that they do not need to return the damaged item.
- Anything else (refund without a reason, order older than 60 days, customer is angry about policy) → summarize the case in one paragraph and say a human teammate will follow up within one business day.
- Close. End with the single next action the customer should expect, and when.