Wrong item received: reply templates for online shops
A wrong item is a picking mistake, so the fix is on you. The reply should apologise once, confirm the right item is on its way, and make returning the wrong one free and easy, or tell them to keep it if it is cheaper than the postage.
Template
Subject: Sorry, we sent the wrong item: here's the fix
Subject: Incorrect item on order {order_number}
Subject: Right item on its way
- {first_name}
- The customer's first name. Hobson fills this from the conversation.
- {order_number}
- The Shopify order number. Hobson fills this from the matched order.
- {ordered_item}
- The product, size and colour the customer ordered, such as "the navy jumper in medium".
- {received_item}
- What actually arrived, such as "the grey one in small".
- {return_label_url}
- A link to a prepaid returns label from your carrier or returns app.
- {drop_off_point}
- Where to take the return, such as "any Post Office" or "an Evri ParcelShop".
- {agent_first_name}
- The first name of the teammate sending the reply. Hobson fills this.
- {workspace}
- Your shop name. Hobson fills this.
When to use it
- The customer received a different product, size or colour from the one they ordered.
- Someone else's order turned up in their parcel.
- A bundle or set arrived with the wrong variant inside.
If part of the order is simply not in the parcel, use the missing item template. Missing item or parcel
UK consumer law
Under the Consumer Rights Act 2015, goods must match their description. A wrong item does not, so the customer is entitled to the right goods or their money back, and should not pay to send your mistake back. Within 30 days of delivery they can choose a full refund instead of a replacement. This is a general guide, not legal advice.
How to use it
- 1
Check the order and photos
Compare what was ordered in Shopify with what the customer says arrived. Ask for a photo of the label or item only if it is genuinely unclear.
- 2
Check stock
Make sure the right item is in stock before promising it. If it is not, offer a refund or a swap instead.
- 3
Decide on the return
For low-value items, letting the customer keep the wrong one is often cheaper than a returns label. Use the brief version for that.
- 4
Fix the cause
Tag the conversation so you can spot repeat picking errors on the same product or location.
Common mistakes
- Making the customer post the wrong item back before you send the right one.
- Asking the customer to pay return postage for your picking mistake.
- Sending the replacement without checking stock, then having to email again to say it is out.
- Not checking whether another customer got this customer's item, which means a second complaint is coming.
What they usually ask next
How do I send the wrong one back? Return instructions
Related templates
All damaged, wrong or missing templates- Damaged itemReply templates for items that arrive broken or damaged: apologise, ask for a photo if you need one, and offer a replacement or refund without making the customer chase the courier.
- Missing item or parcelReply templates for when tracking says delivered but the parcel never came, or an item is missing from the box. Polite checks first, then a replacement or refund.
- Exchange requestReply templates for size and colour exchanges: check stock, hold the new item, and choose whether to send it now or once the return arrives. Friendly, formal, brief.