Wrong item response generator

Wrong item replies should acknowledge the mistake quickly, collect only the proof needed, and explain the replacement, exchange, return label, or review path without promising an outcome before the order details are confirmed.

When to use it

The customer received the wrong product, color, size, quantity, or bundle component.
An item arrived damaged or missing and support needs a photo or order-safe detail.
The support team can review a replacement, exchange, refund review, or return label.
The message needs to apologize without asking for payment details or private account information.

Input facts to lock

Issue type: wrong item, wrong size, wrong color, damaged item, missing item, or incomplete order. Evidence needed: item photo, order number, item received, item expected, or package label. Boundary: do not promise a replacement, exchange, return label, or refund before the support policy allows it. Next step: review order record, confirm inventory, send label, ship replacement, or escalate for inspection.

Safe wording shape

I am sorry you received the wrong item. We can review this for the correct next step. Please confirm [safe order detail] so we can match this to the order record. Once confirmed, we will send the next step for [replacement/exchange/return label/refund review] by [time].

Frequently asked questions

Should I promise a replacement right away?

Only promise a replacement if it is already approved. Otherwise, state the review path and what order-safe detail is needed.

What proof can I ask for when the customer received the wrong item?

Ask only for the minimum order-safe detail needed, such as an item photo, order number, item received, or item expected.