When to use it
Use as the first response to collect order details without promising replacement or refund.
Use the wording to collect evidence, clarify the order issue, and keep policy boundaries clear.
Missing item report reply template
Reply when a customer says an item is missing from their Shopify 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
Missing item report received
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for contacting us about order {{order_number}}. I am sorry an item may be missing from the package.
Please reply with the name of the missing item, a photo of everything received, the packing slip if available, and any package damage you noticed. Once we have those details, support can explain the options available under our store policy.
Best,
{{store_name}} Support