When to use it
Use when the customer directly asks if they may keep a product sent by mistake.
Use the wording to collect details, clarify the order issue, and keep policy boundaries clear.
Can I keep extra item email template
Reply when a customer asks whether they can keep an extra item.
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
Question about extra item received
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for asking before taking any action on order {{order_number}}. Please send a photo of the extra item, all items received, and the packing slip if available.
Support can review the order information and explain the next step under our published policy. This email does not confirm that the item can be kept, returned, charged, or replaced.
Best,
{{store_name}} Support