Customer says
“The 1st Edition Charizard you sent me has a corner ding that wasn't in your listing photos.”
Trading cards · graded collectibles · sealed product
Sealed-product photo gates and grading-mismatch routing — built for the way collectibles actually move.
A graded card is either authentic or it isn't. A sealed booster box is either factory-sealed or it isn't. Generic returns apps don't have a vocabulary for either. Eturns asks the right photo on every claim and routes to your grading desk before refunds happen.
Sealed-product gatePSA / BGS grading mismatchAuthenticity escalationPrint-run disputeDamage on receipt
Free plan included · 5-minute install · no credit card
The problem
Why generic returns apps cost collectibles merchants real money
A customer returns a 'sealed' booster box. Generic apps refund and put the box back into stock. But if that box was opened and resealed, the merchant just shipped a fraudulent booster to the next customer. Eturns asks for sealed-product photo evidence (cellophane integrity, factory seal alignment) before opening any return. Same for PSA / BGS / SGC graded slabs — the holder is checked for tampering before refund.
How a real claim flows
One conversation, three roles played: customer, AI, your team.
AI handles
Recognizes graded-card claim. Requests photos of all 4 corners + the slab from multiple angles, checks the holder for tamper signs, opens an authentication escalation tagged 'grading_holder_tamper — claim on raw vs slabbed condition.'
Outcome
Authentication confirms the slab is intact and the corner ding was already present at the merchant's grading photo. Refund processed; the merchant updates their listing photos to show the ding clearly. No fraud accepted.
0tampered slabs accepted into merchant inventory after authentication gate
What the AI knows
5 defect categories tuned for trading cards.
Each category controls which photo the AI requests, which department the case routes to, and which SLA the customer hears. Turn any of them off in your merchant dashboard.
Sealed-product gate
sealed_product_seal_intactBooster box, ETB, sealed singles. AI requests cellophane + seal photos before opening a return. Resealed boxes route to authentication, not back to stock.
Graded-slab holder tamper
grading_holder_tamperPSA / BGS / SGC slab cracked or holder tampered. AI requests the slab photo from multiple angles, runs holder integrity check, routes to authentication for verdict.
Grade vs claim mismatch
grade_mismatchCustomer claims the card grade is wrong (over-graded, under-graded). AI routes to authentication; this is not a refund decision the AI makes alone.
Shipping damage on raw cards
shipping_damage_with_photosEdge wear, surface scratch, corner ding from transit. AI requests close-ups under multiple lighting angles, opens warranty + carrier-claim joint flow.
Wrong set / print-run / variant
wrong_print_or_setCustomer expected the holo, got the non-holo. AI confirms the order details, processes as exchange-first if available.
Where it routes
Specialist destinations, not a generic CS queue.
Eturns ships with 14 routing destinations beyond CS. The trading cards disclosure profile uses these:
| Department | Triggered when | SLA the customer hears |
|---|---|---|
authentication | Sealed-product seal mismatch, graded slab tamper, grade dispute | Verdict within 24-48h, return on hold until then |
warranty | Shipping damage on raw cards with photos | Replacement within 2 business days; carrier claim opened in parallel |
fulfillment | Wrong set / variant exchange | Same-day exchange shipment |
Disclosure profile
Luxury for graded slabs + sealed product
Graded slabs and sealed product use the luxury disclosure profile: photo authentication before any return path. Raw cards under your high-value threshold use the standard profile but still respect the photo-evidence flow for damage claims.
Who this is for
If your store sells any of these, the trading cards profile fits you.
- Trading card retailers (Pokémon, Magic, sports)
- Graded card resellers (PSA / BGS / SGC focus)
- Sealed-product specialists (booster boxes, ETBs)
- Comic book and pop-culture collectibles dealers
Questions trading cards merchants actually ask
Frequently asked.
How does the sealed-product photo gate work?
AI asks for photos of the cellophane wrap + the factory seal alignment. Resealed boxes have telltale signs (off-center seal, melted cellophane edges). Authentication makes the call; AI doesn't.
What about ungraded raw cards?
Raw cards under your high-value threshold flow through the standard return path with photo evidence for damage. Above the threshold, they get the same authentication respect as slabs.
Can it process print-run / variant disputes?
It confirms what was ordered vs what shipped. If the merchant's pick was correct and the customer's expectation was wrong, AI explains politely. If the pick was wrong, exchange-first — refund only if the right variant isn't available.
Ready to give trading cards the returns flow it deserves?
Install Eturns from the Shopify App Store. Free plan included. Setup takes 5 minutes — the AI auto-detects trading cards from your products and policies.