When to use it
Use after receiving supporting details.
Use the wording to collect details, clarify the order issue, and keep policy boundaries clear.
Extra item follow-up template
Follow up after a customer reports extra items and sends photos.
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
Extra item follow-up
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for sending the extra item details for order {{order_number}}. We have the information needed to review the report under our store policy.
Support will use the order information and the details you provided to explain the next available step.
Best,
{{store_name}} Support