When to use it
Use as the first response to collect details without promising refund, replacement, or warranty outcome.
Use the wording to collect details, clarify the product issue, and keep policy boundaries clear.
Defective item report reply template
Reply when a customer reports that a Shopify product appears defective or faulty.
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
Defective item report received
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for contacting us about order {{order_number}}. I am sorry the item may not be working as expected.
Please reply with the product name, a description of the issue, photos or video if available, and whether the packaging showed any damage. Once we have those details, support can explain the options available under our store policy.
Best,
{{store_name}} Support