When to use it
Use when tone matters and the customer is upset.
Use the wording to collect evidence, clarify the order issue, and keep policy boundaries clear.
Missing item apology email template
Acknowledge frustration about a missing item before requesting details.
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
Sorry about the missing item concern
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I am sorry for the frustration with order {{order_number}}. I understand it is upsetting when something expected is not in the package.
Please send the missing item name, photos of what arrived, and the packing slip if available. Support can then explain the options available under our store policy.
Best,
{{store_name}} Support