When to use it
Use for electronics, accessories, tools, or any product with a function claim.
Use the wording to collect details, clarify the product issue, and keep policy boundaries clear.
Item not working email template
Reply when a customer says the item does not work or stopped working.
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
Item not working report
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I am sorry {{product_name}} is not working as expected. Please reply with your order number, a short description of what happens when you try to use it, and photos or video if available.
Once support has those details, we can explain the options available under our published policy.
Best,
{{store_name}} Support