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Damaged item response templates for ecommerce sellers

Use this guide when a customer says an item arrived broken, dented, leaking, scratched, missing parts, or otherwise damaged during delivery.

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Damaged item complaints need a careful tone. The customer may be frustrated, and the seller usually needs evidence before confirming a refund, replacement, carrier claim, or other next step.

A strong first reply should acknowledge the issue, ask for the minimum useful details, and avoid promising a specific outcome before the order, policy, photos, and marketplace rules are reviewed.

Use the templates below as starting points. Adapt each message to your product type, return policy, shipping carrier, country, and sales platform.

Example 1: first reply asking for photos

Hi [customer name],

I am sorry the item arrived in that condition. We can review this for you.

Please send your [order number] and clear photos of the item, packaging, and shipping label if available. Once we have those details, we will check the issue against our store policy and confirm the next step.

Thank you,
[store name]

Use this as the first intake message when you need evidence before deciding on a replacement, refund, or carrier follow-up.

Example 2: damaged item with possible replacement

Hi [customer name],

Thank you for sending the details. I am sorry the order arrived damaged.

We are reviewing the photos and order information now. If the issue qualifies under our policy and replacement stock is available, we will confirm the replacement process before taking action.

Thank you for your patience,
[store name]

Use this when replacement may be possible but depends on stock, policy, or review. Avoid saying the replacement is guaranteed until confirmed.

Example 3: damaged item when more information is needed

Hi [customer name],

Thanks for the photos. To review this correctly, could you also send [specific missing detail, such as a photo of the packaging or order number]?

Once we have that, we can check the order details and available options under our policy.

Thank you,
[store name]

Use this when the customer sent partial evidence but you need one more specific detail. Keep the request narrow.

Example 4: public review reply for a damaged item

Hi [customer name],

I am sorry to hear the item arrived damaged. We would like to review this and help with the appropriate next step.

Please contact us at [support channel] with your order number and photos of the item and packaging, so we can check the details privately.

Thank you,
[store name]

Use this for public reviews or marketplace comments. Move order-specific details into a private support channel.

Example 5: after review, next step is confirmed

Hi [customer name],

Thank you for sending the photos and order details. We reviewed the issue against our policy and can offer [approved next step].

Here is what will happen next: [specific action and timeframe]. If you have any questions, reply to this message and we will help.

Thank you,
[store name]

Use this only after the review is complete and the next step is actually approved. Replace the bracketed fields with the exact action your store can provide.

Damaged item reply checklist

• Acknowledge the issue without blaming the customer or the carrier too early.
• Ask for order number, issue description, and photos only when needed.
• Check stock, policy, carrier claim requirements, and marketplace rules before confirming the outcome.
• Move private order details out of public comments.
• Do not request passwords, full payment card numbers, or marketplace login credentials.
• Do not promise refunds, replacements, or delivery dates before the review supports that next step.

Phrases to use carefully

Useful:

• “I am sorry the item arrived in that condition.”
• “We can review this for you.”
• “Please send clear photos of the item and packaging.”
• “We will confirm the available next step after review.”

Riskier:

• “We guarantee a replacement.”
• “This is definitely the carrier’s fault.”
• “You must have damaged it yourself.”
• “Send your card details so we can refund you.”

Related SellerTone guides

Where SellerTone fits

SellerTone Global includes editable ecommerce support templates for damaged items, refunds, replacements, reviews, delays, and marketplace messages. Use it to draft faster, then adjust each reply to the exact order, policy, customer situation, and marketplace rules.