When to use it
Use when tone matters and the customer is frustrated.
Use the wording to collect size details, clarify the fit issue, and keep policy boundaries clear.
Wrong size apology email template
Acknowledge frustration about a wrong-size or fit issue before requesting details.
This is a free wording template. It does not process payments, approve exchanges, approve returns, issue refunds, replace items, or promise size outcomes.
Subject line
Sorry about the size issue
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I am sorry for the frustration with the size or fit of order {{order_number}}. I understand it is disappointing when an item does not fit as expected.
Please send the size ordered, size shown on the item, and photos of the label or packaging if available. Support can then explain the options available under our store policy.
Best,
{{store_name}} Support