1. When there is a notification "package damaged" it doesn't mean the product is damaged. 

Your customers need to check that the product is in good condition as soon as it arrives to its destination.

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2 / So you need to inform your customers, alerting them of the problem, in order for them to check the condition of the product. 

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3/ Here is a message that you can send to your customer:

Title:

"Our carrier indicated that your package is damaged!"

Body:

"Hello {{tracker.first_name}}, {{carrier.name}} just indicated that your package was damaged in transit. When you get delivered, please let us know by sending us a picture if there is any problem with your product. We will act upon it. You contact us via this email or at xxxxxx."

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