Wrong item replacement reply template
Use this template when a customer received the wrong item, a damaged item, the wrong color or size, a missing item, or an order that needs replacement review. The reply should acknowledge the mistake, confirm what the support team needs to check, and explain the replacement or return path without promising an outcome before policy review.
Template
Hi [Name], Thank you for letting us know about the issue with [item/order]. We are sorry that you received [wrong item / damaged item / missing item]. We can review this for a replacement, exchange, or return label. Please confirm [photo of item / order number / item received / item expected] so we can match the request to the order record. You do not need to send any card details, passwords, or private account information. Once we confirm the order details, we will send the next step for [replacement shipment / exchange / return label / refund review] within [timeframe].
Short version
We are sorry that you received the wrong item. We can review this for a replacement, exchange, or return label. Please confirm [order detail] and we will send the next confirmed step within [timeframe].
Before sending
- Confirm whether the case is wrong item, damaged item, missing item, wrong size, or wrong color.
- Ask only for order-safe evidence such as a photo or item label when needed.
- Separate replacement approval from refund approval if inspection or inventory review is required.
- Do not ask for full card numbers, passwords, account screenshots, or unnecessary personal details.
Wrong item replies work best when they acknowledge the mistake quickly, request only the minimum proof needed, and keep replacement, return, and refund outcomes tied to confirmed facts.