When to use it
Use when the customer says an item does not function correctly.
Use the wording to collect details, clarify the product issue, and keep policy boundaries clear.
Faulty product email template
Handle a customer report that a product is faulty after delivery.
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
Faulty product question
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for letting us know about order {{order_number}}. Please describe what is not working, when you first noticed the issue, and whether the item was used according to the product instructions.
Support can review the information available to us and explain the next policy-safe step. This email does not guarantee a refund, replacement, repair, or warranty result.
Best,
{{store_name}} Support