When to use it
Use when the package arrived but the customer says a specific product was not included.
Use the wording to collect evidence, clarify the order issue, and keep policy boundaries clear.
Item missing from package email template
Ask for the right details when a customer says one item was not inside the package.
This is a free wording template. It does not process payments, inspect warehouses, verify claims, issue refunds, replace items, reship orders, or promise outcomes.
Subject line
Item missing from package
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 send a photo of the package contents, the shipping label, and the packing slip if you still have it.
Support can review the order information available to us and explain the next policy-safe step. This email does not guarantee a replacement or refund.
Best,
{{store_name}} Support