Ask for description of the mismatch.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
Invoice name mismatch reply template
Reply when the customer says the invoice, receipt, or order document shows the wrong name.
Copy-ready template
Subject: Reviewing the name shown on the document
Hi {{customer_name}},
Thanks for reporting the name mismatch on the order document. I am sorry for the friction.
Please send the order number and describe what looks incorrect. Avoid sending unnecessary personal information. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Avoid collecting unnecessary personal information.
Keep the reply calm, record-based, and aligned with your store support process.
Do not promise document correction before review.
Keep the reply calm, record-based, and aligned with your store support process.