Avoid assigning blame before review.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Wrong item refund request reply template
Reply when the customer requests a refund because the wrong item arrived.
Copy-ready template
Subject: Reviewing the item issue for {{order_number}}
Hi {{customer_name}},
I am sorry the order did not match what you expected. To review your refund request, could you send a photo of the item received and the packing slip or label if available?
We will compare the details with the order record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for item and order evidence.
Keep the reply calm, specific, and aligned with your store policy.
Keep the next step review-based.
Keep the reply calm, specific, and aligned with your store policy.