When Should You Use This Call Script?
This script is helpful when an annoyed, frustrated or disappointed customer contacts support about:
A package that arrived visibly damaged
An item inside the package that is broken or unusable
Products damaged during shipping or delivery
A customer requesting a replacement or refund due to damage
Repeated shipping damage issues from the same customer
Ecommerce Call Script Overview
Industry: E-commerce / Retail / Logistics
Use Case: Customer Complaint – Damaged Package or Item
Call Type: Inbound
Customer Emotion: Frustrated, disappointed or upset
Primary Goal: Verify the damage and resolve the issue
Secondary Goal: Retain the customer and restore trust
Complaint Call Script Template for Damaged Product/Item
Opening & Acknowledgment
“Thank you for calling [Company Name]. My name is [Agent Name].
I’m really sorry to hear that your order arrived damaged. I understand how disappointing it is to receive something you were looking forward to and find it in that condition.”
Purpose:
Acknowledges the issue immediately
Shows empathy before asking questions
Issue Confirmation & Clarification
“To make sure I understand correctly, the item you received was damaged when it arrived. Is that right?”
“Could you provide the order number or the email address associated with the purchase so I can review the order details?”
Purpose:
Confirms the situation clearly
Collects necessary information to investigate
Investigation & Verification
“Thank you for that information. I’m pulling up the order details now.”
“Can you briefly describe the damage you’re seeing so I can document it properly?”
If needed:
“In some cases we may request a photo of the damaged item to help with the replacement process. I can guide you through that if needed.”
Purpose:
Documents the issue accurately
Prepares for replacement or carrier claims
Empathy & Ownership
“I completely understand how frustrating this must be. I’m going to take ownership of this and make sure we get it resolved for you right away.”
Purpose:
Reassures the customer they are being helped
Signals accountability
Resolution Options
“Here’s what I can do for you today:
I can send a replacement item at no additional cost
I can issue a full refund for the damaged product
If needed, I can also help arrange a return or provide instructions for the damaged item”
“Which option would work best for you?”
Purpose:
Gives the customer control
Speeds up resolution
Action Confirmation
“I’ve gone ahead and [processed the refund / arranged the replacement / sent return instructions].
You’ll receive confirmation via [email/SMS] shortly.
If a replacement was issued, you’ll receive tracking information once it ships.”
Reassurance & Retention
“We truly appreciate you bringing this to our attention. I’m sorry again that your order arrived damaged, and we’ll use this feedback to help prevent this from happening again.”
Optional retention line:
“As a thank-you for your patience, I’ve also added [a discount / account credit] to your account.”
Closing the Call
“Thank you for calling [Company Name]. I’m glad we could get this resolved for you today.
Is there anything else I can assist you with?”
Agent Personalization Notes
Replace the following placeholders as needed:
[Company Name]
[Agent Name]
[Order Number]
[Replacement Item or Refund Amount]
This script can be adapted for chat, email, or SMS with minimal changes.
Best Practices for Damaged Product Deliveries
Acknowledge the issue and frustration immediately
Document the damage clearly
Avoid blaming carriers or external partners
Offer replacement or refund options quickly
Provide clear instructions if photos or returns are required
End the call with reassurance and appreciation
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