Clarify which part of the order was affected.
Keep the message calm, specific, and aligned with your store policy.
Free template
Partial damage reply template
Use when only part of a bundle, set, or multi-item order arrived damaged.
Copy-ready template
Subject: Checking the damaged part of your order
Hi {{customer_name}},
I am sorry part of your order arrived damaged.
Could you confirm which item or part was affected and send a photo of the damage? If the order included multiple items, a photo of the full set can also help us review it accurately.
We will check the details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for full-set context when useful.
Keep the message calm, specific, and aligned with your store policy.
Avoid making assumptions about the whole order.
Keep the message calm, specific, and aligned with your store policy.