When to use it
Use after the customer sends details and support needs a neutral interim reply.
Use the wording to collect details, clarify the order issue, and keep policy boundaries clear.
Over-shipment review update template
Update a customer while an over-shipment or extra-item report is being reviewed.
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 review update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for sending the extra item details for order {{order_number}}. Support is reviewing the order information available to us, including the item list and the details you provided.
We will follow up with the next policy-safe step once the review is complete. This message does not guarantee a keep, return, charge, refund, or replacement outcome.
Best,
{{store_name}} Support