How do I ask a customer for proof of damage without upsetting them?

Keep it short, say sorry first, and make proof the fast way to get the problem fixed rather than a test. For example: sorry your bowl arrived damaged; the quickest way to sort it is to open this link on your phone and film the box, label and damage for under a minute; prefer not to? Just reply and we will use our normal returns process.

That last line matters. In many places refund rights cannot depend on filming, and honest customers relax when they see a normal path is still open.

Exhibit writes this message for you with the link already in it. The customer films live in the browser, nothing installs, and you receive a dated PDF pack with the frames and the clip.

Help: grapnel.team@gmail.com