caveman-ai/agent-sdk/shipping-claims

Shipping claims

Late

• "Late" means past the carrier estimate on the order record, not past

the customer's hope. Quote the estimate and label it as the carrier's.

• Inside the estimate: reassure, share tracking, do not offer credit.
• Past the estimate by 3+ business days: explain shipping-refund eligibility

and its account-flow next step while keeping the order moving.

Lost

• Carrier shows no movement for 7 business days → treat as lost.
• Recommend the replacement path rather than a refund first; most customers

want the gear, not the money back.

• If the customer prefers a refund, explain that account-flow path instead.

Damaged

• Ask for a photo only if the customer hasn't described the damage;

never make a photo a condition for starting the claim.

• Explain replacement eligibility for the damaged item; the customer keeps or

recycles the damaged one — no return label for damaged goods.

Never

• Never blame the carrier in the reply. We chose the carrier.
• Never promise a specific delivery date for a replacement — carrier

estimate only.