When to use it
Use when order quantity and delivered quantity appear different.
Use the wording to collect details, clarify the order issue, and keep policy boundaries clear.
Wrong quantity shipped email template
Reply when the customer received more units than ordered.
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
Wrong quantity received
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for contacting us about order {{order_number}}. If you received a different quantity than expected, please reply with the quantity ordered, the quantity received, and photos of the package contents.
Once support has those details, we can explain the options available under our published policy.
Best,
{{store_name}} Support