Wrong-item support wording example

International Wrong Item wording for a Shopify beauty store.

Use this self-serve example to explain an international customer received the wrong item in a calm and safety-aware tone. Edit every line against your actual exchange, return-label, inventory, and fulfillment policy before using it.

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Starter wording

Hi there - I am sorry we sent the wrong product. Please send us a photo of the item you received and the packing slip or shipping label if available. We will compare it with your order details and confirm the next policy-available step for getting the correct item to you. If a return label is needed for the incorrect item, we will explain that clearly before asking you to send anything back.

Before you use it

  • Confirm whether the incorrect item must be returned.
  • Confirm whether the correct item is in stock before promising a replacement.
  • Ask for only the photo or label details needed to confirm the mismatch.
  • Keep store-error support separate from normal preference-based exchanges.

Short FAQ line

If you received the wrong item, contact us with your order number and a photo of what arrived so we can review the best next step.

Email subject idea

We are sorry the wrong product arrived - here is how we can review it.

Support macro note

Use the same wording across FAQ, support inbox macros, packing-error replies, and exchange instructions.

Related self-serve pages

Final Sale Wrong Item Exception for a Shopify beauty store

International Wrong Item for a Shopify home goods store

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