Wrong item received email templates
When a customer gets the wrong item, they want two things: the right one, quickly, and not to pay for your mistake. This template leads with the fix (the correct item is on its way), makes returning the wrong one free or unnecessary, and asks for a photo only when you actually need it. It turns a mispick into a reason to trust you.
;cs-wrong-item;cs-wrong-item in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
When you need to see the item or packing slip before resending.
For a quick fix in chat.
When to use it
- A customer received a different product, size or colour from the one they ordered.
- An order arrived with something missing or swapped.
- You need a photo before you can confirm what went wrong.
What to avoid
- Don't make the customer pay for return shipping on your mistake.
- Don't ask for a photo by default. Only when you truly need it.
- Don't send the right item without saying so first. A surprise second parcel causes more tickets.
The fields in this template
Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.
- Customer name
{fill:Customer name} - Their first name.
- Correct item
{fill:Correct item} - What they ordered, e.g. "the medium navy hoodie".
- Wrong item
{fill:Wrong item} - What arrived, e.g. "a large grey one".
- Shipping method
{fill:Shipping method} - e.g. "express post".
- Date in 3 days
{date+3} - Inserts the date 3 days from today, worked out when the snippet expands. Useful for deadlines and return dates.
- Return instructions
{fill:Return instructions} - e.g. "no need to send it back, keep it or pass it on" or "a prepaid return label is attached".
- Your name
{fill:Your name} - Your first name.
Tips
- •For low-value items, "keep or donate it" is often cheaper than a return label and much nicer for the customer.
- •If you know which warehouse picked it, log the mispick internally; patterns show up fast.
- •{date+3} assumes standard shipping. Adjust it for express.
Works in Gorgias, Shopify inbox, Gmail, Zendesk and every other app
Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.
Decide a keep-it threshold as a team (for example, under $30) and put it in the shared snippet so agents don't each make their own call.
See Retext for TeamsQuestions
What should you do when a customer receives the wrong item?
Apologise, ship the correct item quickly, and make the return free or unnecessary. Tell them when the right item will arrive and how the return works.
Should customers return the wrong item?
For cheap or bulky items, it's often better to let them keep it. For expensive items, send a prepaid return label and don't make the replacement wait on the return.
Related templates
Return instructions
;cs-return-howCustomer support
Hi [Customer name], No problem, here's how to return your order: 1. Pack the item in its original packaging if you still…
Order shipping delay
;cs-ship-lateCustomer support
Hi [Customer name], I'm sorry, your order [clipboard] is running late. [Reason for delay] The new estimated delivery dat…
Apology email to a customer
;cs-apologyCustomer support
Hi [Customer name], I'm sorry. [What went wrong], and that's on us. Here's what I've done so far: [What you fixed]. So t…
Type ;cs-wrong-item, get the whole reply
Retext expands your snippets in every Mac app and fills in names, dates and order numbers for you.
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