DorrisApologise once, say it's on you, and ask for exactly what you need to fix it: usually a photo of the item and its label or box. Then say what happens next, from your written policy. Don't ask the customer to prove they're honest, don't blame the carrier, and don't promise a replacement or refund your policy doesn't already offer.
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Below is one template for each case. Fill the [blanks] from the order and your own policy. They're examples, not legal advice.
Before you reply
- Look up the order. What was ordered (item, size, colour, quantity), when it was delivered, and the address.
- Decide what you need to see. For damage: the item, the damage and the box. For a wrong item: what arrived and its label. One request, all at once, so they don't have to write twice.
- Check your policy for what you do: replace, refund, or a person decides. If it doesn't say, a person decides.
1. Arrived damaged, no photos yet
Hi [first name], I'm sorry it arrived like that. Could you send a photo of the damage and one of the box it came in? They help us see what happened [and are needed for the carrier claim]. As soon as I have them, [what your policy says: we'll send a replacement / a person will reply within [one business day] with the next step]. Please keep the packaging for now.
2. Arrived damaged, photos sent
Hi [first name], thanks for the photos, they show it clearly, and I'm sorry. [If your policy covers it: I'm sending a replacement [item] today at no cost to you.] [If your policy says so: you don't need to send the damaged one back.] [If not: I've passed this to [name], who'll reply within [one business day] with what we can do.]
3. Wrong item, size or colour
Hi [first name], I'm sorry, that's our mistake. Order [number] should have been [item, size, colour]. [If they sent a photo: I can see from your photo that you got [what arrived].] [If not: could you send a photo of what arrived and its label? It helps us find where it went wrong.] [What your policy says: we'll send the right one today and a prepaid label for the wrong one / a person will reply within [one business day].]
4. Something missing from the parcel
Hi [first name], I'm sorry about that. Order [number] should have had [items and quantities]. [If it shipped in more than one parcel: [item] went separately, tracking [link], and should arrive by [range].] [If not: could you check the packaging once more, including any inner boxes? If it isn't there, write back and [what your policy says].]
What never to send
- "Are you sure?" or "Did you open it carefully?" Check the order, not the customer.
- "That's the carrier's fault." It may be, but it isn't the customer's problem.
- "Keep it" or a free replacement, unless your policy already says you do that.
- A ship date for the replacement before you know it's in stock.
- Order details to an email address that isn't the one on the order.
Getting fewer of these
- Photograph orders before they're sealed if you can. It settles "what was in the box" in seconds.
- Write down your rule once: what you replace without asking for the item back, and below what value. Then every reply says the same thing.
- Keep the replies where you answer email as saved replies, so nobody types them from scratch on a bad day. Three more free templates and the "where is my order?" set are written the same way.
The rest of the set
This is one of 23 free customer service email templates, by scenario, last updated 2026-10-11.
These cover one kind of email. Reply recipes, the paid pack, has twelve: damaged and wrong items plus where is my order, returns inside and outside the window, warranty claims, refund requests, cancellations, angry customers and discount requests. It also has a fill-in policy template and rules for an AI that drafts your replies.
More replies like this: Where is my order?, Cancel an order and Warranty claims. All twelve, with a fill-in policy, are in the Reply recipes pack.
Last reviewed 2026-10-11.
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Tim Haines