When to use it
Use when the customer says a duplicate item was included in the shipment.
Use the wording to collect details, clarify the order issue, and keep policy boundaries clear.
Duplicate item in package email template
Handle cases where the customer received two of the same product by mistake.
This is a free wording template. It does not process payments, decide whether items can be kept, process returns, charge customers, issue refunds, replace items, or promise outcomes.
Subject line
Duplicate item received
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for reporting this for order {{order_number}}. Please send a photo of the duplicate item, all items received, the packing slip if available, and the shipping label.
Support can review the order information available to us and explain the policy-safe next step. This email does not guarantee any specific keep, return, charge, or refund outcome.
Best,
{{store_name}} Support