When to use it
Use when the customer says the received product differs from listing, description, or expectation.
Use the wording to collect comparison details, clarify the expectation gap, and keep policy boundaries clear.
Product not as described email template
Handle a general product-not-as-described complaint in neutral support wording.
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
Product description question
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for letting us know about order {{order_number}}. Please share what part of the product description seems different from the item received, plus photos if available.
Support can review the information available to us and explain the next policy-safe step. This email does not confirm a listing error or guarantee a refund, replacement, return, or credit.
Best,
{{store_name}} Support