Damage claim form: record damaged deliveries with proof

A box arrives crushed, and the customer's first message is a photo with no order number. You still need the carrier, the date and the state of the box. A damage claim form asks for all of it at once.

The parcel

Order number, delivery date, carrier and the look of the outer box. These tell you whose problem it probably is, and they let you match the claim to the right shipment.

The damage

What is damaged, which items, a description and a photo link. The form cannot take files, so a link stands in for the picture. Open each link before you decide.

What happens next

Whether the box was kept, whether the carrier knows, and what the customer wants: replacement, refund or a talk. Sort the CSV on that last answer to plan your stock.

Who fills it and who reads it

The customer fills it. Their AI may ask "What is damaged?" Then "What did the outer box look like?" Then "Would you like a replacement or a refund?" It shows the answers and sends only after a yes. See agent-fillable forms. Your support person reads the CSV.

A tip

I ask customers to keep the box until I reply. This is a form, not legal advice. Carrier and insurance claims have their own rules, so ask a professional if they matter. Faults that show up after use belong in a warranty claim form, and a waitlist helps when a replacement is out of stock. More ideas are in forms for Ecommerce and Shopify stores.

Questions

Why ask what the outer box looked like?

Damage that starts outside the box often points to the carrier. A perfect box can point to packing. Sort the CSV on this answer to tell the two apart.

Can the customer upload photos?

Not as files. The form asks for a link to photos stored online. Ask customers to keep the box and packing until you have decided.

Does the form file the carrier claim?

No. It collects the facts you need. You file any claim with the carrier yourself. This is a form, not legal advice.

Or paste the JSON

Give this to your AI. It needs the AI Form API MCP server or an API key. It makes the form and sends you the link.

text

Create this form with the AI Form API create_form tool (or POST https://aiformapi.com/v1/forms with my API key). Then reply with the public_url.

{
  "title": "Report a damaged delivery",
  "description": "We are sorry your order arrived damaged. Please tell us what you found and we will make it right.",
  "fields": [
    {
      "id": "reporter_name",
      "label": "Your name",
      "type": "short_text",
      "required": true,
      "max_length": 150
    },
    {
      "id": "reporter_email",
      "label": "Your email",
      "type": "email",
      "required": true
    },
    {
      "id": "order_number",
      "label": "Order number",
      "type": "short_text",
      "required": true,
      "max_length": 100
    },
    {
      "id": "arrived_on",
      "label": "Date the parcel arrived",
      "type": "date",
      "required": true
    },
    {
      "id": "carrier_name",
      "label": "Carrier or courier",
      "type": "short_text",
      "max_length": 100
    },
    {
      "id": "damage_scope",
      "label": "What is damaged?",
      "type": "single_choice",
      "required": true,
      "options": [
        "The item itself",
        "Only the packaging",
        "Part of the contents",
        "The whole parcel was crushed or wet"
      ]
    },
    {
      "id": "damaged_items",
      "label": "Which items are damaged?",
      "type": "long_text",
      "required": true,
      "max_length": 1000
    },
    {
      "id": "damage_details",
      "label": "Describe the damage",
      "type": "long_text",
      "max_length": 1500
    },
    {
      "id": "outer_box_state",
      "label": "What did the outer box look like?",
      "type": "single_choice",
      "options": [
        "It looked fine",
        "Dented or torn",
        "Wet",
        "Open or tampered with"
      ]
    },
    {
      "id": "damage_photo_link",
      "label": "A link to photos of the damage",
      "type": "url",
      "help": "Store the photos online and paste the link."
    },
    {
      "id": "box_kept",
      "label": "I have kept the box and packing",
      "type": "checkbox"
    },
    {
      "id": "told_carrier",
      "label": "Have you told the carrier?",
      "type": "single_choice",
      "options": [
        "Yes",
        "No",
        "I do not know how"
      ]
    },
    {
      "id": "wanted_remedy",
      "label": "What would you like us to do?",
      "type": "single_choice",
      "options": [
        "Send a replacement",
        "Refund the damaged item",
        "Let us talk first"
      ]
    }
  ]
}

Or call the API

bash

curl -X POST https://aiformapi.com/v1/forms \
  -H "Authorization: Bearer $AIFORMAPI_KEY" \
  -H "Content-Type: application/json" \
  -d '{"title":"Report a damaged delivery","description":"We are sorry your order arrived damaged. Please tell us what you found and we will make it right.","fields":[{"id":"reporter_name","label":"Your name","type":"short_text","required":true,"max_length":150},{"id":"reporter_email","label":"Your email","type":"email","required":true},{"id":"order_number","label":"Order number","type":"short_text","required":true,"max_length":100},{"id":"arrived_on","label":"Date the parcel arrived","type":"date","required":true},{"id":"carrier_name","label":"Carrier or courier","type":"short_text","max_length":100},{"id":"damage_scope","label":"What is damaged?","type":"single_choice","required":true,"options":["The item itself","Only the packaging","Part of the contents","The whole parcel was crushed or wet"]},{"id":"damaged_items","label":"Which items are damaged?","type":"long_text","required":true,"max_length":1000},{"id":"damage_details","label":"Describe the damage","type":"long_text","max_length":1500},{"id":"outer_box_state","label":"What did the outer box look like?","type":"single_choice","options":["It looked fine","Dented or torn","Wet","Open or tampered with"]},{"id":"damage_photo_link","label":"A link to photos of the damage","type":"url","help":"Store the photos online and paste the link."},{"id":"box_kept","label":"I have kept the box and packing","type":"checkbox"},{"id":"told_carrier","label":"Have you told the carrier?","type":"single_choice","options":["Yes","No","I do not know how"]},{"id":"wanted_remedy","label":"What would you like us to do?","type":"single_choice","options":["Send a replacement","Refund the damaged item","Let us talk first"]}]}'

JSON definition

json

{
  "title": "Report a damaged delivery",
  "description": "We are sorry your order arrived damaged. Please tell us what you found and we will make it right.",
  "fields": [
    {
      "id": "reporter_name",
      "label": "Your name",
      "type": "short_text",
      "required": true,
      "max_length": 150
    },
    {
      "id": "reporter_email",
      "label": "Your email",
      "type": "email",
      "required": true
    },
    {
      "id": "order_number",
      "label": "Order number",
      "type": "short_text",
      "required": true,
      "max_length": 100
    },
    {
      "id": "arrived_on",
      "label": "Date the parcel arrived",
      "type": "date",
      "required": true
    },
    {
      "id": "carrier_name",
      "label": "Carrier or courier",
      "type": "short_text",
      "max_length": 100
    },
    {
      "id": "damage_scope",
      "label": "What is damaged?",
      "type": "single_choice",
      "required": true,
      "options": [
        "The item itself",
        "Only the packaging",
        "Part of the contents",
        "The whole parcel was crushed or wet"
      ]
    },
    {
      "id": "damaged_items",
      "label": "Which items are damaged?",
      "type": "long_text",
      "required": true,
      "max_length": 1000
    },
    {
      "id": "damage_details",
      "label": "Describe the damage",
      "type": "long_text",
      "max_length": 1500
    },
    {
      "id": "outer_box_state",
      "label": "What did the outer box look like?",
      "type": "single_choice",
      "options": [
        "It looked fine",
        "Dented or torn",
        "Wet",
        "Open or tampered with"
      ]
    },
    {
      "id": "damage_photo_link",
      "label": "A link to photos of the damage",
      "type": "url",
      "help": "Store the photos online and paste the link."
    },
    {
      "id": "box_kept",
      "label": "I have kept the box and packing",
      "type": "checkbox"
    },
    {
      "id": "told_carrier",
      "label": "Have you told the carrier?",
      "type": "single_choice",
      "options": [
        "Yes",
        "No",
        "I do not know how"
      ]
    },
    {
      "id": "wanted_remedy",
      "label": "What would you like us to do?",
      "type": "single_choice",
      "options": [
        "Send a replacement",
        "Refund the damaged item",
        "Let us talk first"
      ]
    }
  ]
}

Damage claim form for deliveries that arrive broken