# A damaged product: photos collected, return raised, refund rule explained

> A customer receives a dented kadhai. The AI support employee collects photos, raises the return with everything attached, and explains the store’s refund timeline from its policy.

- Page: https://www.brandbakery.tech/demos/at-work/online-seller-damaged-item-return
- Last updated: 2026-10-22

Breadcrumb: [Home](https://www.brandbakery.tech/) > [Demos](https://www.brandbakery.tech/demos) > [At work](https://www.brandbakery.tech/demos/at-work) > Customer support

Demo business, not a client. Kesar Kitchenware, Surat is an invented business. A scripted replay with demo data. The business is invented, nothing here is a real customer, and the AI says it is an AI in its first message.

- **Role:** AI customer support
- **Channel:** WhatsApp
- **Language:** Hinglish
- **The number it moves:** Complaints raised with photos on the first contact

## The situation

Damage complaints turn into long threads: photos missing, order number missing, angry follow-ups. Agents spend the first ten minutes collecting facts.

## The replay

- [6:05 pm] **Customer:** Kadhai tooti hui aayi hai! Bilkul bekaar packing. (The kadhai arrived damaged! Terrible packing.)
- [6:05 pm] **AI employee:** Maaf kijiye, yeh nahi hona chahiye tha. Main Kesar Kitchenware ki AI assistant hoon. Order #4471 ke liye kadhai aur dibbe ki 2 photo bhej dijiye, main abhi return raise karti hoon. (Sorry, this should not have happened. I am Kesar Kitchenware’s AI assistant. Please send 2 photos of the kadhai and the box for order #4471, and I will raise the return now.)
- [6:08 pm] **Customer:** [2 photos]
- [Return R-1093 · Order #4471 (Demo data)] Damaged in transit. Photos attached. Item: Steel kadhai set; Photos: 2, product and outer box; Courier: Damage claim filed with courier; Policy: Replacement or refund within 7 days of pickup.
- [6:09 pm] **AI employee:** Return raised. Courier pickup kal tak hogi. Store policy ke hisaab se, pickup ke 7 din ke andar replacement ya refund, jo aap chahen. Kya chahiye? (Return raised. The courier will pick up by tomorrow. By store policy, replacement or refund within 7 days of pickup, as you prefer. Which would you like?)
- [6:10 pm] **Customer:** Replacement.
- [Sent to the support lead] Replacement chosen. Packing complaint flagged for the warehouse. (handed to a person)

## What the business has

- The complaint is a complete ticket in four minutes.
- The customer knows the exact timeline from the policy.
- The packing problem reaches the warehouse.

## The rules

- Says it is an AI in its first message.
- Apologises, but promises only what the return policy says.
- Anything outside the policy goes to the support lead.

A demo call doing the same kind of job: https://www.brandbakery.tech/demos/online-seller-order-support

## Start

See it do your own job: https://www.brandbakery.tech/contact. More replays: https://www.brandbakery.tech/demos/at-work.

---

Brand Bakery is a design-first digital studio in New Delhi. Start an enquiry at https://www.brandbakery.tech/contact or email support@brandbakery.tech. This is the Markdown copy of https://www.brandbakery.tech/demos/at-work/online-seller-damaged-item-return; the site index for language models is https://www.brandbakery.tech/llms.txt.