When to use it
Use as the first response to collect details without promising the customer can keep, return, or be charged for the extra item.
Use the wording to collect details, clarify the order issue, and keep policy boundaries clear.
Extra item received reply template
Reply when a customer reports receiving an extra item in a Shopify package.
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 report received
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for letting us know about order {{order_number}}. We appreciate you reporting that an extra item may have been included in the package.
Please reply with the extra item name, photos of everything received, the packing slip if available, and the shipping label. Once we have those details, support can explain the next step available under our store policy.
Best,
{{store_name}} Support