When to use it
Use after receiving details but before giving a policy answer.
Use the wording to collect details, clarify the product issue, and keep policy boundaries clear.
Defective item review update template
Update a customer while a defective-item report is being reviewed.
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 review update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for sending the details for order {{order_number}}. Support is reviewing the information available to us, including the photos or notes you provided.
We will follow up with the next policy-safe step once the review is complete. This message does not guarantee a refund, replacement, repair, or credit.
Best,
{{store_name}} Support