Support reply example
Shopify wrong item received reply for new brand
Use this page when a new brand needs support replies that make process and policy visible for first-time buyers. The reply should ask for the right facts, explain the next support step, and avoid unsupported promises.
Paste-ready support reply
A buyer says the wrong item arrived.
Thanks for letting us know. Please send the order number, a photo of the item received, and a photo of the packing slip or label if available. Support will compare those details with the order record and explain the next step. For new brand, 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.
Item Photo
Ask for this detail only when it is relevant to the support process and the store's published policy.
Packing Slip Or Label
Ask for this detail only when it is relevant to the support process and the store's published policy.
Claims to avoid
- automatic fault admission before review
- vague next steps
- 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.