SEO After AI • ecommerce support • shipping damage source card
AI Search Shipping Damage and Carrier Claim Checklist for Small Businesses
AI-SEARCH-SHIPPING-DAMAGE-CARRIER-CLAIM-READY — Use this worksheet before your FAQ, chatbot, product page, support macro, marketplace answer, or AI-search snippet tells a customer what happens after a damaged shipment, missing carrier scan, delivery-photo mismatch, or carrier insurance claim.
Shipping damage creates high-risk public wording because order records, delivery photos, carrier rules, insurance coverage, replacement inventory, refund timing, and customer-provided proof may all live in different systems. A source card keeps AI-generated answers from inventing refund approval, replacement timing, carrier liability, reshipment promises, claim deadlines, or packaging requirements.
1) Shipping-damage source card
- Order and shipment: {order_id}, {customer_name}, {ship_date}, {carrier}, {tracking_number}, {delivery_scan_or_photo_source}
- Damage report: damaged item, damaged packaging, missing item, wet/soiled package, delivery-photo mismatch, porch/theft concern, carrier handling issue, warehouse packing issue, or unknown source
- Proof required: customer photos, package photos, item serial/SKU, delivery photo, carrier scan, packing slip, return authorization, internal inspection note, or manager approval
- Approved options: replacement review, refund review, repair/part review, carrier claim, return/inspection hold, store credit review, or no immediate promise
- Owner/reviewer: {support_owner}, {operations_owner}, {claim_owner}, {review_deadline}, {approved_contact_channel}
STOP PUBLISHING guardrails
- Stop if the answer promises refund, replacement, reshipment, carrier reimbursement, insurance coverage, claim approval, deadline extension, pickup timing, or liability without the approved source record.
- Do not invent whether the damage was caused by the carrier, customer, warehouse, manufacturer, weather, theft, or packaging.
- Do not publish legal, insurance, chargeback, warranty, hazardous-material, food/health, or regulated-product claims without qualified review.
- Do not ask customers to discard packaging, damaged goods, labels, serial numbers, or photos if the claim process may need them.
- Use cautious wording like “we need to review” until a human owner approves the exact outcome.
2) Customer-safe wording snippets
Proof request: “I’m sorry the shipment arrived that way. To route this correctly, please send photos of the item, packaging, label, and packing slip through {approved_channel}. Please keep the packaging until we confirm the next step.”
Review hold: “We need to compare the order record, carrier scan, and damage photos before confirming a refund, replacement, claim, or other option. {team_owner} will review and follow up through {approved_channel}.”
No immediate outcome: “We can’t confirm the final outcome from the first message alone, but we’ve logged the damage report and will use the approved support process to review it.”
3) AI audit prompt
Audit this shipping-damage answer for AI-search/support use.
Use only the facts in the source card. Do not invent refund approval, replacement approval, carrier liability, insurance coverage, claim deadline, shipping-label timing, warranty outcome, legal rights, or exception policy.
If source proof is missing or the item/category is regulated, return "NEEDS OWNER REVIEW".
Facts:
- Order/tracking: {order_tracking}
- Customer report: {customer_report}
- Proof received: {proof_received}
- Approved public policy wording: {approved_policy_wording}
- Available outcome options: {approved_options}
- Owner/reviewer: {owner_reviewer}
4) CRM / support labels
shipping_damage_report_receivedcarrier_claim_review_neededdamage_photos_neededreplacement_refund_outcome_not_promisedkeep_packaging_do_not_discardregulated_product_owner_review
Use it with Horizon Flow
This checklist is a free resource from Horizon Flow. For a fuller website and answer-engine audit workflow, see SEO After AI or start with the free AI search visibility audit.