Acknowledge the gift context.
Keep the message calm, specific, and aligned with your store policy.
Free template
Damaged gift order reply template
Respond kindly when a damaged package was intended as a gift.
Copy-ready template
Subject: Sorry the gift order arrived damaged
Hi {{customer_name}},
I am sorry the order arrived damaged, especially since it was meant as a gift.
Please send photos of the damaged item and package, plus the order number if you have it. We will review the details and reply with the next support step as quickly as we can.
Thanks for your patience,
{{store_name}} Support
Use this carefully
Keep the request simple.
Keep the message calm, specific, and aligned with your store policy.
Avoid promising timing or a specific outcome.
Keep the message calm, specific, and aligned with your store policy.