When to use it
Use when support needs evidence before deciding the next policy step.
Use the wording to collect details, clarify the product issue, and keep policy boundaries clear.
Defective item photo request template
Ask for photos or video before reviewing a defective-item report.
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
Photos needed for defective item review
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
To review the issue with order {{order_number}}, please send photos or video showing the product issue, plus a photo of the item label, packaging, and shipping label if available.
These details help support understand the report. They do not guarantee a specific outcome, but they allow us to explain the policy-safe next step.
Best,
{{store_name}} Support