Step 1: Determine the Type of Damage

When a customer reports a damaged item, determine whether the damage occurred during transit or if the item was shipped damaged.

  • Damaged in Transit – The shipping box shows signs of damage (e.g., dents, tears, crushed packaging).

  • Shipped Damaged – The shipping box is in good condition, but the product itself is damaged, suggesting it was damaged before shipment.

Note: Always review the customer's photos before making a determination.

Step 2: Handle Based on the Type of Damage

Item Was Shipped Damaged

  • The vendor is responsible for providing a credit to Autoplicity.

  • Report the damage to the vendor and request a credit or replacement.

Item Was Damaged in Transit 

    If the Vendor Shipped the Order:

  • Ask the vendor to file a carrier damage claim.

  • Request a credit 

    If Autoplicity Shipped the Order:

  • Endorse the case to the Lost Team to file the carrier (FedEx) damage claim.

Note: Use HubSpot to verify whether the order was shipped by the vendor or by Autoplicity.

Step 3: Process the Return

For Vendor-Shipped Damaged Items

  • Once the vendor confirms the credit, process the return in CRM.

  • Set the status to Refund Pending.

  • Select the return reason Damaged in Transit.


For Autoplicity-Shipped Damaged Items

  • After endorsing the case to the Lost Team, process the return in CRM.

  • Set the status to Refund Pending.

  • Select the return reason Damaged in Transit.