When to use it
Use when a customer asks if they should send the extra item back.
Use the wording to collect details, clarify the order issue, and keep policy boundaries clear.
Extra item return question template
Answer whether the customer needs to return an extra item without making a promise.
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 returning an extra item
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for asking about the extra item from order {{order_number}}. Before you take any action, please send photos of all items received, the extra item, and the packing slip if available.
Support can then explain the options available under our store policy. This email does not require or guarantee a specific return step.
Best,
{{store_name}} Support