When to use it
Use when support needs evidence before policy review.
Use the wording to collect comparison details, clarify the expectation gap, and keep policy boundaries clear.
Not as described photo request template
Request photos and comparison details before reviewing a not-as-described report.
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
Photos needed for item description review
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
To review the item description concern for order {{order_number}}, please send photos of the item received, packaging, product label if available, and the product page or screenshot you are comparing it with.
These details help support understand the report. They do not guarantee a specific outcome, but they allow us to explain the policy-safe next step.
Best,
{{store_name}} Support