When to use it
Use for color, lighting, styling, shape, or presentation concerns tied to images.
Use the wording to collect comparison details, clarify the expectation gap, and keep policy boundaries clear.
Looks different from photo email template
Reply when a customer says an item looks different from product photos.
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 looks different from photo
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for sharing this concern about order {{order_number}}. Product appearance can sometimes vary by lighting, screen settings, or product variation, but we can still review the issue.
Please send photos of the item received and the product photo or page you are comparing it with. Support can then explain the options available under our store policy.
Best,
{{store_name}} Support