Use neutral condition language.
Keep the message calm, specific, and aligned with your store policy.
Free template
Dented product reply template
Respond to reports of dents, scratches, scuffs, or cosmetic damage.
Copy-ready template
Subject: Reviewing the product condition for {{order_number}}
Hi {{customer_name}},
Thanks for letting us know. I am sorry the item arrived with visible damage.
Could you send a clear photo of the affected area and one photo of the full item? We will compare the details with the order and product information, then reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for close-up and full-item photos.
Keep the message calm, specific, and aligned with your store policy.
Avoid deciding the outcome inside the first reply.
Keep the message calm, specific, and aligned with your store policy.