When to use it
Use when tone matters and the customer is upset.
Use the wording to collect details, clarify the product issue, and keep policy boundaries clear.
Defective item apology email template
Acknowledge frustration about a faulty item before requesting details.
This is a free wording template. It does not process payments, inspect products, confirm defects, provide legal or safety advice, issue refunds, replace items, repair items, or promise outcomes.
Subject line
Sorry about the product issue
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I am sorry for the frustration with {{product_name}} from order {{order_number}}. I understand it is disappointing when an item does not meet expectations.
Please send photos or video of the issue, plus a short description of what happened. Support can then explain the options available under our store policy.
Best,
{{store_name}} Support