Use simple safety language without giving medical or technical advice.
Keep the message calm, specific, and aligned with your store policy.
Free template
Leaking product reply template
Reply when a liquid or packed item leaks in transit and the customer needs safe next steps.
Copy-ready template
Subject: We are sorry the product leaked
Hi {{customer_name}},
I am sorry the product arrived leaking. Please avoid using the item if it looks damaged or unsafe.
Could you send a photo of the leaked product, the package, and the shipping label if available? We will review the order details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for photos before deciding next steps.
Keep the message calm, specific, and aligned with your store policy.
Keep the message short and careful.
Keep the message calm, specific, and aligned with your store policy.