When to use it
Use when support needs photos and order details.
Use the wording to collect details, clarify the order issue, and keep policy boundaries clear.
Extra item photo request template
Ask for documentation before reviewing an extra-item report.
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
Photos needed for extra item review
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
To review the extra item report for order {{order_number}}, please send photos of all items received, the outer packaging, shipping label, and packing slip if available.
These details help support understand what arrived. They do not guarantee a specific outcome, but they allow us to explain the policy-safe next step.
Best,
{{store_name}} Support