Damaged or wrong item claim
How do we handle a damaged or wrong item claim by collecting the photos, deciding by policy, and issuing the replacement or the refund?
Make the photos the claim and the policy the decision. When a customer reports a damaged, defective or wrong item, Callvu identifies them and prefills the order (the items, the delivery date and the carrier's data, the product's type and value, the customer's claim history), takes the report with the specifics (which item, what is wrong, whether the packaging was damaged), guides the photos (the item, the damage, the label, the packaging) on the customer's phone and reads them against the claim, classifies the claim under the policy (shipping damage, a manufacturing defect, a wrong item picked, a missing component) with its remedy (a replacement, a refund, a partial refund, a return required or not), decides by rule within the thresholds, routes a claim above the value threshold, with photos that do not match, or on a flagged account to the claims desk in the Decision Desk, and writes the remedy to the order management system, the system of record, with the carrier or the supplier claim filed and the customer told.
In scopeSimpleCallvu moves: chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The replacement was shipped on the customer's word, the return was never required, and the supplier claim was never filed.
A damaged or wrong item is the claim where the retailer pays twice if it is careless: the replacement to the customer and the loss nobody recovers from the carrier or the supplier. The agent takes the word, ships the replacement, and files no claim because the photos were never collected. Or the agent demands a return of a broken item, and the customer gives up.
The policy is the decision: what kind of damage gets what remedy, whether the item must be returned (for high value or for the supplier's inspection) or disposed of (for low value or hazards), the thresholds by value and history, and the evidence the carrier and the supplier require for a recovery claim. The photos are the evidence; collected on the customer's phone with guidance, they serve the decision and the recovery.
A claim with photos is a claim the retailer can decide fairly and recover from the party at fault.
How it runs
From the requestto the system of record.
A customer reports a damaged, defective, wrong or incomplete item in any channel. Callvu identifies them and opens the claim.
- Customer
- Reports the problem, takes the guided photos and chooses the remedy offered.
- Claims desk
- Decides claims above the thresholds or with mismatched evidence in the Decision Desk.
- Carrier and supplier
- Receive the recovery claims with the evidence.
- Callvu
- Prefills, takes the report, guides the photos, classifies, decides by rule, routes, writes and files the recovery claims.
Prefill and take the report
The order, the items, the delivery data (the date, the carrier, the scans), the product types and values, and the customer's claim history are prefilled from the order management system; the customer reports which item and what is wrong (damaged, defective, wrong item, missing part) and whether the packaging was damaged, with the specifics the product type asks for.
Chase and verify the photos
The photos are guided (the item showing the damage, the serial or label, the packaging and the shipping label where the packaging was damaged, the wrong item received against the order) and read on arrival: they show the item ordered (or the wrong one), the damage described, the label matching the shipment; a missing or unclear photo is requested again with the specifics.
Classify and decide
The claim is classified under the policy: shipping damage (with packaging damage, a carrier claim), a manufacturing defect (a supplier claim or a warranty path), a wrong item (a pick error, the return of the wrong item requested), a missing component (a parts shipment); the remedy follows the policy and the thresholds (a replacement, a refund, a partial refund, a return required or a disposal instruction); a claim within the thresholds on an account in good standing with matching photos resolves by rule; a claim above the value threshold, with photos that do not match, on a customer above the claim-rate threshold, or on a product the policy flags goes to the claims desk in the Decision Desk with the photos and the history and only the allowed outcomes (replace, refund in full or part, require the return first, or decline with the reason).
Write back and recover
The remedy is written to the order management system, the system of record, against the order with the classification and the photos, the replacement order or the refund is created, the return label is issued where the return is required, the carrier claim or the supplier claim is filed with the evidence within its period, and the customer is told the remedy and the timing.
Where it ends: The claim was decided on the photos and the policy, by rule within thresholds and by the claims desk above them, with the remedy in the order management system and the recovery claim filed with the evidence. The Decision Trace shows the classification, the photo checks and any decision; the Audit Trace shows the report, the photos, the remedy and the recovery claim with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel; the customer reports and photographs on their phone.
The back office
The claims desk decides only thresholds and mismatches; the recovery claims are filed from the record; the warehouse sees the pick errors.
The Decision Desk
- A claim above the value threshold, with photos that do not match, on a customer above the claim-rate threshold or on a flagged product goes to the claims desk in the Decision Desk with the photos and the history and only replace, refund in full or part, require the return first, or decline with reason.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Callvu requests missing documents from the right party on a clock, reads them on arrival (OCR) and checks each against what the case needs.
HND-04 · Self-asserted · verified 2026-11-02
When a person must decide, the case goes to the right reviewer in the Decision Desk, with only the allowed choices, and the run waits for the decision.
CAP-07 · Self-asserted · verified 2026-11-02
Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).
ENF-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What photos are needed?
The item showing the damage, the serial or label, the packaging and the shipping label where the packaging was damaged, or the wrong item against the order; guided on the customer's phone and read before the decision.
Does the customer have to return the item?
Only where the policy or the supplier's inspection requires it; otherwise the customer receives disposal instructions and the remedy proceeds.
Who pays for the damage?
The customer receives the remedy; the retailer files the carrier claim for transit damage or the supplier claim for a defect or a pick error with the photos, within the claim periods.
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