Short answer
Contact support with the order number and clear photos so the issue can be reviewed against the support policy.
Free FAQ builder entry
Free Shopify returns page FAQ answer builder for damaged item help
Open the free browser builder with a focused starting point for damaged item help on a Shopify returns page. No payment, no login, no email capture.
Surface: returns pageConcern: damaged item helpFree toolFAQPage JSON-LD
What to avoid
Do not promise automatic refunds or replacements unless the policy says so.