When to use it
Use in macros and help center copy to avoid keep, return, charge, refund, or replacement promises.
Use the wording to collect details, clarify the order issue, and keep policy boundaries clear.
Extra item no-promise note template
Add a clear policy boundary to extra-item replies.
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 policy note
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
An extra item report does not automatically guarantee that the item can be kept, must be returned, will be charged, will be refunded, or will trigger a replacement. Store support can review order information and customer-provided details, then explain the options available under the published policy.