Damaged or missing package claim

Retail / E-commerce

Where this process begins.

The order has arrived, but something is wrong. When a package is damaged or incomplete, the team needs the tracking number, type and details of the problem, and the customer's preferred resolution. Without those details in one place, every claim starts from scratch.

For e-commerce and logistics teams that need to assess claims before deciding on a replacement, refund, or reshipment.

Process map

From the initial need to the team’s next step.

1. A need arisesThe person needs to start a request or report what happened.
2. Initial messageThe customer reports a problem with an order.
3. Guided questionsWitAsk uses a WhatsApp Flow to collect the tracking number, claim type, details, and expected resolution.
4. Claim handlingThe details reach Zendesk structured, so the team can review the claim and resolve or escalate it.

Industry details

What the team needs to know.

Case follow-up

The information arrives ready for action.

A problem with an order becomes a claim with the details needed to resolve it quickly. The answers are gathered so the responsible team can review the case and decide what to do next.

The fields and next step depend on the customer's configuration.

Other situations

Ways to adapt the workflow.

Featured case in action

An example of the complete workflow.

1. Initial message

   The customer reports a problem with an order.

2. Guided questions

   WitAsk uses a WhatsApp Flow to collect the tracking number, claim type, details, and expected resolution.

3. Claim handling

   The details reach Zendesk structured, so the team can review the claim and resolve or escalate it.

The fields and next step depend on the customer's configuration.