When to use it
Use when a product is smaller, larger, shorter, longer, or differently proportioned than expected.
Use the wording to collect comparison details, clarify the expectation gap, and keep policy boundaries clear.
Dimensions not as described email template
Handle concerns about size, dimensions, measurements, or scale without admitting listing error.
This is a free wording template. It does not process payments, admit listing error, provide legal advice, approve returns, issue refunds, replace items, or promise compensation.
Subject line
Dimension concern for your order
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for reporting the dimension concern for order {{order_number}}. Please send photos showing the item and, if possible, the measured dimension you are concerned about.
Support can compare the information available to us with the details you provide and explain the next policy-safe step.
Best,
{{store_name}} Support