Acknowledge the damaged arrival without arguing.
Keep the message calm, specific, and aligned with your store policy.
Free template
Damaged package received reply template
Reply when a customer says the parcel arrived damaged and needs a calm first response.
Copy-ready template
Subject: We received your damaged package note
Hi {{customer_name}},
Thanks for letting us know about order {{order_number}}. I am sorry the package arrived in that condition.
Could you send a clear photo of the outer package, the product, and the shipping label if it is visible? We will review the details and reply with the next available support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for photos and order details.
Keep the message calm, specific, and aligned with your store policy.
Avoid promising a specific outcome before review.
Keep the message calm, specific, and aligned with your store policy.