DamageDesk FAQ: damaged package claims on Shopify
What does DamageDesk do for Shopify shipping damage claims?
DamageDesk collects photos for damaged orders and tracks each claim on the Shopify order page. Customers add the damaged items, a damage type, a description and photos. Your staff review the photos, message the customer, add internal notes and set a status.
Does DamageDesk issue refunds, reships or carrier claims?
No. DamageDesk does not issue refunds, create reships, file carrier claims or connect to carriers. You decide the outcome and handle refunds or replacements in Shopify as you do today. If you file a carrier claim, download the claim ZIP and attach the photos.
How does a customer start a damaged package claim?
Staff can generate a secure claim link from the Damage claims block on the order page and send it to the customer. If you add the optional block to the Customer Account order status page, customers can also start a claim from their order.
Can I require specific photos?
Yes. Under Settings, pick a product collection and list the photos you need, in order, such as the outer box, the label and the damaged item. Customers are guided through each photo for those items. Items outside any group need at least one photo.
Can customers take photos with their phone camera?
Yes. The claim page can open the phone camera in the browser, with front and back camera switching, or customers can upload photos from their files.
Who gets notified about new claims?
You choose the email addresses under Settings. They get an email when a claim is submitted and when its status changes.
How do plans and claim limits work?
Free is $0 with 5 claims a month. Starter is $9.99/mo or $89.91/yr with 50 claims a month. Pro is $29.99/mo or $269.91/yr with unlimited claims. A claim counts when a customer submits it, per calendar month. If you go over your limit, the app shows an upgrade prompt and customers can still submit claims. Paid plans start with a 14-day free trial and are billed through Shopify.
How long is claim data kept?
Resolved claims are kept for up to 90 days on Free, 1 year (365 days) on Starter and 3 years (1,095 days) on Pro. You can pick a shorter period in Settings. After that, the claim, its photos and its messages are deleted automatically. Open claims are kept until they are resolved.
Can I download a claim?
Yes. From the Claims tab you can download a ZIP with the claim details and the original photos.
What happens to my data if I uninstall?
When you uninstall, DamageDesk stops processing your store's claims. When Shopify sends its store data removal request after uninstall, DamageDesk deletes your store's claims, photos and settings.
How do I get help?
Email [email protected]. Setup steps are also on the Support page.
Still have a question? Email [email protected] or read the setup steps.