Platform › Customer experience › Damage & fraud review
Damage claims, verified before they reach you.
The customer captures the evidence on their own phone at the moment they raise the claim. Shipherd checks it is usable, assesses whether it supports what they reported, and flags the claims that don’t hold up.
By submitting you agree to be contacted about your audit.
What’s slipping through
- ?Is the damage real, or is the image from a previous claim or the internet?
- ?Did it arrive damaged, or was it damaged after delivery?
- ?Is this a genuine claim, or this customer’s fourth of the quarter?
- ✓Evidence is captured by the customer on their own phone — no app, no account, no back-and-forth.
- ✓Reused, edited and substituted images are identified before an agent ever sees them.
- ✓The evidence is assessed against what was reported, and the claimant’s pattern is scored.
Verified
evidence on every damage claim — assessed for authenticity, quality and consistency before an agent opens the ticket.1
1 Assessment runs at the point of capture. Claims failing verification are flagged, not silently rejected.
How it works
The customer captures the evidence
Raised automatically when a damage claim arrives. They capture it on their own phone at the moment of the claim — nothing to install, no account to create.
Usability checked while they’re still there
Shots that won’t hold up are caught immediately and re-requested, rather than discovered days later when the customer has moved on and the parcel is gone.
Authenticity established
Evidence that has been reused, edited or sourced from elsewhere is identified. What reaches your agent is what the customer actually had in front of them.
Damage assessed against the claim
The evidence is compared to what was reported and to the order, and the outcome reaches your agent with the reasoning attached.
The claimant is scored
Legitimacy signals feed the shared customer profile, so a pattern invisible on any single ticket becomes visible across them.
What you get
Zero-friction capture
The customer uses their own phone. No app install, no login, no support call to explain it.
Complete evidence set
Prompted for everything the claim needs, so nothing essential is missing.
Usability checked live
Unusable shots are caught and re-requested at the point of capture, not days later.
Authenticity verification
Reused, edited and substituted images identified before an agent sees them.
Damage vs claim
Whether the captured damage actually supports what was reported.
Claimant scoring
A legitimacy signal per claim, feeding the customer profile shared across every Shipherd module.
Works with what you already run
No migration. Shipherd reads from your existing stack.
Frequently asked questions
How do you verify a damage claim is genuine?
Evidence is captured by the customer at the moment the claim is raised, rather than supplied later from their camera roll. Shipherd verifies the evidence is authentic and usable, then assesses whether the damage shown actually supports what was reported. Claims that fail verification are flagged for your agent rather than silently rejected.
How does the customer submit photos of damage?
On their own phone, through a link sent with the claim. There is no app to install and no account to create, and they are prompted through everything the claim needs so nothing essential is missing.
What if the customer sends poor quality photos?
Usability is checked at the point of capture, not afterwards. Shots that won’t support a claim are caught immediately and re-requested while the customer still has the parcel in front of them, which avoids the usual cycle of chasing better photos days later.
Can customers manipulate damage photos?
Images that have been reused, edited or sourced from elsewhere are identified before an agent sees them. This is the central problem with photo-based claims: a still on its own proves very little, so Shipherd verifies the evidence rather than simply collecting it.
What is claimant scoring?
Each claim produces a legitimacy signal, added to a customer profile shared across every Shipherd module. Returns abuse, refund-without-return and marketplace not-received claims feed the same profile, so a pattern spanning damage, returns and refunds becomes visible where no single ticket would show it.
Does Shipherd decide the outcome of a damage claim?
No. It gathers and verifies the evidence, checks the return policy and stock position, and puts the options in front of your agent with the reasoning. The decision stays with a human, because damage claims involve a judgement about a customer relationship.
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