The money hiding in your damaged-order tickets
How Spacegoods files carrier claims automatically from support tickets.
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How Spacegoods files carrier claims automatically from support tickets. Gorgias The CX Edit newsletter ( https://www.gorgias.com/ ) October 27 2026 | #006 ************************************************** Every damaged order is a claim waiting to be filed ************************************************** When a customer writes in to say their order arrived crushed or never showed up, most teams do the obvious things. They apologize, they reship, and they close the ticket. The carrier claim that could recover that cost often never gets filed, because nobody has time to dig out the photos, shipment ID, and invoice. London wellness brand Spacegoods ( https://spacegoods.com/en-int ) closed that gap. They use ShipBob for fulfillment and Gorgias for support, and they connected the two with AI. Now up to £4,000 a month in carrier credits gets filed automatically. Let’s get into what changed. ***************** 📚 The full scoop ***************** As always, quick link for the skimmers: * How Spacegoods runs global fulfillment with a one-person ops team, AI, and ShipBob ( https://www.shipbob.com/uk/blog/spacegoods/?utm_source=partner_marketing&utm_content=shipbobxspacegood&utm_campaign=partner%20spotlight%20cust%20newsletter&utm_medium=email ) *************************************** Partner spotlight: ShipBob × Spacegoods *************************************** This week we're switching things up a little bit and sharing a joint success story with one of our partners. ShipBob ( https://www.shipbob.com/uk/ ) is a tech-led fulfillment partner. It runs fulfillment centers across the UK and EU, plus the US, Canada, and Australia. Brands use it to store, pick, pack, and ship orders and to track inventory in one place. Spacegoods ( https://spacegoods.com/en-int ) makes Rainbow Dust, a mushroom-and-adaptogen coffee alternative. They sell DTC and through UK retailers like Boots, Tesco, and Holland & Barrett. Order volume keeps climbing, but their ops function still runs day-to-day with one person. Here's how: 1. CX tickets became the trigger for claims ------------------------------------------- When a customer reports a damaged order, a ticket opens in Gorgias. An AI workflow then pulls the photos and details from that ticket and files the claim in ShipBob’s claims dashboard. The claim includes the shipment ID, damage images, invoice and loss classification. It runs around the clock, so credits that used to slip through now get filed the moment a claim is warranted. Result: £3,000 to £4,000 a month in credits. 2. They gave AI the work, not just the questions ------------------------------------------------ Spacegoods doesn’t use AI only for answers. It does the tasks. Their warehouse receiving orders used to take up to 20 minutes each to key in by hand. Now a teammate drops a screenshot into Slack, and the order is built, verified, and labeled in about two minutes. Result: roughly 75 hours saved a year, with near-zero typos. 3. The team only touches the exceptions --------------------------------------- Their custom dashboards on top of ShipBob’s data flag problems before anyone goes looking, like a wrong box size at a packing station. The team spends its time on judgment calls, and the routine work runs in the background. “AI isn’t a nice-to-have that sits on the side of the business.” —David Randall, CEO, Spacegoods ****************** 🔎 Tip of the week ****************** Even without a full automation setup, you can stop leaving claim money on the table. The first step is making sure every damaged or lost order ticket captures what a claim needs. Damaged/lost order checklist (save it as a macro): * Order number + shipment/tracking ID * Photo of the damaged item * Photo of the outer box and shipping label * Date the customer reported it * Damaged or lost? (one tag each) * Reshipped or refunded? (note which) * Tag: carrier-claim (review this view weekly) Once that’s in place, an AI prompt can turn each ticket into a ready-to-file claim: Using this support ticket, draft a carrier claim. Include: order number, tracking ID, damage or loss classification, a two-sentence factual description of what happened, the date reported, and a list of attached evidence. Flag anything missing that the carrier will need. *********************** 💡 Resource of the week *********************** If your team keeps switching tabs to check where an order is, the ShipBob integration for Gorgias ( https://www.gorgias.com/apps/shipbob?utm_source=partner_marketing&utm_content=ShipbobxGorgias%20Integration&utm_medium=email&utm_campaign=partner%20spotlight%20cust%20newsletter ) puts live fulfillment data right in the ticket sidebar. Shipbob logo ( https://www.gorgias.com/apps/shipbob?utm_source=partner_marketing&utm_content=ShipbobxGorgias%20Integration&utm_medium=email&utm_campaign=partner%20spotlight%20cust%20newsletter ) ***************** 📅 Featured event ***************** ------------------------------------------- The New DTC Growth Stack | Oct 29 | Virtual ------------------------------------------- DTCx Growth Stack ( https://dtcx.events/thenewdtcgrowthstackthechannel/gorgias ) The DTC growth playbook is changing. The channels that worked a few years ago are more crowded, customer expectations are higher, and brands are being pushed to drive more growth with every part of their tech stack. Join Gorgias, Consio, TalentPop, Simplesat, Smile.io, and GRO for a live discussion on the channels, tactics, and tools helping DTC brands grow in 2026. From customer acquisition and retention to CX, loyalty, customer feedback, and smarter technology, we’ll break down where brands are investing, what’s actually delivering results, and how teams are building a more connected growth engine. You’ll learn: * Which channels and tactics are driving DTC growth in 2026 * How brands are balancing acquisition with retention and loyalty * Where CX and customer feedback fit into the modern growth strategy * How technology and AI are changing the way teams operate and scale * How to build a smarter, more connected tech stack without adding unnecessary complexity Save your spot ( https://dtcx.events/thenewdtcgrowthstackthechannel/gorgias ) *************** Upcoming events *************** ------------------------------------------------------ Du service client au canal de vente! | Nov 3 | Virtual ------------------------------------------------------ Colorz French event ( https://events.gorgias.com/duserviceclientaucanaldevente/eventsteam ) À l’approche du Black Friday, Gorgias et Colorz vous invitent à un webinar pour découvrir comment l’IA et l’automatisation peuvent booster vos conversions et absorber les pics de demandes, tout en préservant la relation humaine. Du service client au canal de vente : repenser l’expérience client à l’ère de l’IA Mercredi 4 novembre 2026, 11h00 (heure de Paris), 30 minutes Avec Mattea Lussier (Chef de projet CRM & IA, Colorz) et Augustin Massot (Enterprise Account Manager - AI Expansions, Gorgias). Vous repartirez avec 5 conseils pratiques pour convertir davantage et préparer sereinement le Q4. Save your spot ( https://events.gorgias.com/duserviceclientaucanaldevente/eventsteam ) ------------------------------------------------------------- BFCM Commerce Conversations - APAC Edition | Nov 16 | Virtual ------------------------------------------------------------- BFCM Commerce Conversations APAC ( https://dtcx.events/dtcxwebinarbfcmcommerceconvers/gorgias ) We’re bringing together experts across the APAC ecommerce stack—customer support, site build and performance, returns, personalisation, and campaign planning—for an open, practical conversation about BFCM. Each is working alongside brands this season, bringing fresh insights into what’s working, where teams are getting stuck, and what to prioritise next. Who is this for? APAC ecommerce and DTC teams preparing for or navigating BFCM who want practical advice they can put to work this peak season. Save your spot ( https://dtcx.events/dtcxwebinarbfcmcommerceconvers/gorgias ) --------------------------------------------- Beyond BFCM - EMEA Edition | Nov 19 | Virtual --------------------------------------------- DTCx Beyond BFCM ( https://dtcx.events/dtcxbeyondbfcmturningpeakseaso/gorgias ) What happens after BFCM? We’re bringing together EMEA experts in customer support, loyalty, post-purchase and personalisation for a fast, practical conversation on turning peak-season buyers into repeat customers. What you’ll learn: * How to turn BFCM support conversations into retention opportunities * How to convert one-time discount hunters into loyal, repeat buyers * How to improve delivery, tracking and returns so a first order leads to a second * How to use personalisation to bring new customers back * What to prioritise after peak, and what to set up now for the year ahead Who is it for? EMEA ecommerce and DTC teams who want practical advice they can put to work straight away. Save your spot ( https://dtcx.events/dtcxbeyondbfcmturningpeakseaso/gorgias ) ---------------------------------------------- Ecommerce Sessions: Paris | Nov 17 | In Person ---------------------------------------------- E-Commerce Sessions Banner ( https://luma.com/kslrm5px?utm_source=gorgias ) Des marchands qui parlent aux marchands de leurs véritables problématiques. Les E-Commerce Sessions reviennent le 17 novembre (10h-20h) aux Salons Hoche, Paris 8e, et réunissent plus de 100 C-levels eCommerce autour de tables rondes exclusives et d’échanges sans filtre. Organisé par Dn’D, Rainbow, Ben & Vic et Le Café de l’E-Commerce, et animé par Laetitia Lamari et Adrien Naeem, l’événement est réservé aux marchands. Gorgias est fier d’en être sponsor cette année. Les places sont limitées et les inscriptions sont soumises à validation des organisateurs. Save your spot ( https://luma.com/kslrm5px?utm_source=gorgias ) ------------------------------------------------------- The Ultimate Shopify Customer Journey | Dec 3 | Virtual ------------------------------------------------------- DYCx: Ultimate Shopify Journey ( https://dtcx.events/dtcxultimateshopifycustomer20/gorgias ) Most will agree that experience is everything. Customers form opinions about brands based on the sum of all interactions and decide whether or not to keep engaging. That’s why the best performing eCommerce companies visualize customer interactions as a journey made of stages – allowing them to look at the consumer’s experience as a whole. But how do you improve the customer journey for your Shopify store? What you'll learn * How to be an active participant in creating and nurturing desired customer journeys instead of constantly reacting * Discover ways to ensure your teams aren't in silos and everyone is working together to address consumer needs * See how successful Shopify brands use customer journey mapping to create a 360-degree view of every interaction * Practical tips and tactics to deliver best-in-class customer experiences consistently * Uncover clever ways to identify roadblocks in the customer journey. 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