When to use it
Use as the first response to collect order and size details without promising exchange, refund, or replacement.
Use the wording to collect size details, clarify the fit issue, and keep policy boundaries clear.
Wrong size received reply template
Reply when a customer says they received the wrong size in a Shopify order.
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
Wrong size report received
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for contacting us about order {{order_number}}. I am sorry the size may not match what you expected or ordered.
Please reply with the size ordered, the size shown on the item or packaging, photos of the label if available, and a photo of the packing slip. Once we have those details, support can explain the options available under our store policy.
Best,
{{store_name}} Support