Support reply example
Shopify damaged item reply for ad traffic customer
Use this page when a buyer from an ad may need the reply to match the promise they saw before ordering. The reply should ask for the right facts, explain the next support step, and avoid unsupported promises.
Paste-ready support reply
A buyer reports damage on arrival.
Sorry to hear the item arrived in that condition. Please send the order number, photos of the item, packaging, and shipping label if available. Support will review the evidence and explain the next step under the store policy. For ad traffic customer, keep the reply tied to the published policy and current order details instead of making a broad promise.
Replace this example with the store's actual order, policy, delivery, product, support, and privacy details. This is self-serve copy guidance, not legal advice or a promise of a specific support outcome.
Facts to request
Order Number
Ask for this detail only when it is relevant to the support process and the store's published policy.
Damage Photos
Ask for this detail only when it is relevant to the support process and the store's published policy.
Packaging Photos
Ask for this detail only when it is relevant to the support process and the store's published policy.
Claims to avoid
- damage-proof shipping claims
- approval before review
- Fake reviews, fake user counts, hidden pricing, or official Shopify affiliation claims.
- Promises of traffic, ranking, sales, conversion, legal, tax, safety, fulfillment, carrier, or platform outcomes.