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Damaged item reply templates for Shopify stores

A damaged parcel is the shop's problem to sort out with the courier, not the customer's. A good reply apologises, asks for a photo only if you need it, and offers a replacement or refund in the same message.

Updated 11 October 2026

Template

Subject: Sorry your order arrived damaged

Hi {first_name}, I'm really sorry your {damaged_item} arrived damaged. That's not how it should have reached you. Could you send a quick photo of the item and the box it came in? We use it for our claim with {carrier}, and it helps us pack better. Once I have that, I'll send a replacement straight out or refund you in full, whichever you'd prefer. There's no need to send the damaged one back. Best wishes, {agent_first_name} {workspace}

Subject: Damaged item on order {order_number}

Dear {first_name}, Thank you for contacting us, and please accept our apologies that your {damaged_item} from order {order_number} arrived damaged. We would be grateful if you could reply with a photograph of the item and its packaging, which we will use to raise a claim with the carrier. We will then dispatch a replacement or issue a full refund of {refund_amount}, whichever you prefer. You do not need to return the damaged item. Kind regards, {agent_first_name} {workspace}

Subject: Damaged item

Hi {first_name}, so sorry about the damaged {damaged_item}. Would you like a replacement or a refund? Either way you can keep or bin the broken one. {agent_first_name}
{first_name}Filled by Hobson
The customer's first name. Hobson fills this from the conversation.
{order_number}Filled by Hobson
The Shopify order number. Hobson fills this from the matched order.
{damaged_item}
The product that arrived damaged, such as "ceramic table lamp".
{carrier}
The delivery company, such as Royal Mail, Evri or DPD.
{refund_amount}
The amount you would refund for the damaged item.
{agent_first_name}Filled by Hobson
The first name of the teammate sending the reply. Hobson fills this.
{workspace}Filled by Hobson
Your shop name. Hobson fills this.

When to use it

  • An item arrived broken, dented, scratched, leaking or crushed.
  • The outer box was damaged in transit and the contents are affected.
  • The customer has sent photos and wants to know what happens next.

If the item arrived intact but stopped working after use, treat it as a faulty goods complaint and use the complaint escalation template if it has gone wrong more than once. Complaint escalation

UK consumer law

Under the Consumer Rights Act 2015, goods are the retailer's responsibility until the customer receives them, so damage in transit is between you and the courier. Goods must also be of satisfactory quality, and within 30 days of delivery the customer can reject damaged goods for a full refund. This is a general guide, not legal advice.

How to use it

  1. 1

    Check the order and history

    Open the order in Shopify and check whether this customer has reported damage before. Repeat claims on the same address are worth noting.

  2. 2

    Decide whether you need a photo

    For cheap items, skip the photo and just replace it. For high-value items or courier claims, ask for one, and use the brief version once you have it.

  3. 3

    Offer the fix in the same reply

    Give the customer the choice of replacement or refund now, so the next message settles it.

  4. 4

    Claim from the courier

    Raise a damage claim with the carrier yourself using the photos, and note the packaging so you can improve it.

Common mistakes

  • Telling the customer to contact the courier. The parcel was in your care until it reached them.
  • Making a photo a condition of any help on a £10 item. It costs you more in goodwill than the item is worth.
  • Asking for the damaged item back when you will only throw it away.
  • Replacing with the same packaging that failed last time.

What they usually ask next

When will my replacement arrive? Where is my order?

Related templates

All damaged, wrong or missing templates

Questions