When to use it
Use as the first response to collect details without admitting error or promising refund or replacement.
Use the wording to collect comparison details, clarify the expectation gap, and keep policy boundaries clear.
Item not as described report reply template
Reply when a customer says a Shopify product is not as described.
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
Item description concern 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}}. I am sorry the item did not match what you expected.
Please reply with the product name, a short description of what seems different, photos of the item received, and the product page or description you compared it with if available. Once we have those details, support can explain the options available under our store policy.
Best,
{{store_name}} Support