Acknowledge damage calmly.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Damaged item refund request reply template
Respond when a refund request is tied to a damaged item report.
Copy-ready template
Subject: Reviewing the damaged item report
Hi {{customer_name}},
I am sorry the item arrived damaged. To review your refund request for order {{order_number}}, please send clear photos of the item, package, and shipping label if available.
We will review the details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for useful photos.
Keep the reply calm, specific, and aligned with your store policy.
Do not promise refund approval before review.
Keep the reply calm, specific, and aligned with your store policy.