Name the frustration clearly.
Keep the message calm, specific, and aligned with your store policy.
Free template
Fragile item damaged reply template
Handle fragile product damage reports with a careful, reassuring support message.
Copy-ready template
Subject: Sorry your fragile item arrived damaged
Hi {{customer_name}},
I am sorry your order arrived damaged. I know that is especially frustrating with a fragile item.
Could you send a photo of the item, the inner packing, and the outer package? We will use those details to review what happened and respond with the next support step.
Thank you for taking the time to document it.
{{store_name}} Support
Use this carefully
Request inner packing photos when relevant.
Keep the message calm, specific, and aligned with your store policy.
Avoid guaranteeing a resolution before review.
Keep the message calm, specific, and aligned with your store policy.