When to use it
Use after the customer sends details and support needs a neutral interim reply.
Use the wording to collect comparison details, clarify the expectation gap, and keep policy boundaries clear.
Not as described review update template
Update a customer while a not-as-described report is being reviewed.
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 review update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for sending the details for order {{order_number}}. Support is reviewing the information available to us, including the photos, product details, and notes you provided.
We will follow up with the next policy-safe step once the review is complete. This message does not guarantee a refund, replacement, return approval, or credit.
Best,
{{store_name}} Support