Explain what customers should send.
Keep the message calm, specific, and aligned with your store policy.
Free template
Damaged package FAQ answer builder
Create a clear FAQ answer for damaged package reports on a Shopify help page.
Copy-ready template
If your package or item arrives damaged, please contact us with your order number and clear photos of the item, package, and shipping label if available. Our support team will review the details and reply with the next available support step. Please keep the item and packaging until the review is complete.
Use this carefully
Say review happens before next steps.
Keep the message calm, specific, and aligned with your store policy.
Keep policy wording clear and non-promissory.
Keep the message calm, specific, and aligned with your store policy.