Selvo
PricingToolsBlogLogin
← Email templates

Damaged item response email template

A customer who opened a damaged box is already let down, so the reply has to fix it fast, not interrogate them. This template apologizes, offers an immediate replacement or refund, and keeps the only ask (a quick photo) as light as possible.

Subject line

So sorry about your [item], let's fix this

Email body

Hi [first name], I'm so sorry the [item name] arrived damaged. That's not the unboxing we wanted for you. Let's make it right straight away. I can send a free replacement today, or refund you in full, whichever you'd prefer. Reply and let me know. The only thing I need is a quick photo of the damage so I can flag it with our warehouse and stop it happening again. No need to send the broken item back, so please keep or recycle it. If you'd like the replacement, it'll go out as soon as I hear from you and should arrive in [timeframe]. Sorry again for the hassle. We'll get this sorted. Best, [Your name] [Company]

Customize with AI

When to use this email

  • A customer reports an item arrived damaged, defective, or broken

  • You want to lead with the fix instead of asking for proof first

  • You want to offer replacement or refund and let the customer choose

Tips for making it yours

Apologize plainly in the first line before getting to logistics

Offer both a replacement and a refund and let them pick

Ask for a photo as a single light request, not a condition

Tell them to keep the item so they're not stuck repackaging something broken

Selvo Shared Inbox

Send replies like this without the copy-paste

Save this as a saved reply in Selvo's shared inbox, and your whole team sends it in two keystrokes, with assignments, internal notes, and no two agents answering the same email twice.

See how Selvo Shared Inbox works

More email templates

Refund email

A refund email should remove every ounce of doubt: how much, back to where, and when. This template confirms all three and leaves the customer feeling taken care of rather than processed.

Return request response

When someone asks to return an item, they want one thing: a clear yes and the steps to do it. This template confirms eligibility, hands over the label, and tells them exactly what happens to their money.

Exchange request response

An exchange should feel like an easy swap, not a second purchase. This template confirms the new item, explains how the exchange works, and tells the customer when their replacement will arrive.

Discount request response

Saying no to a discount doesn't have to feel like a door closing. This template declines warmly, reminds the customer what they're getting, and points them to a real alternative so the conversation stays positive.

Browse all 47 support email templates →

We built the support tool we wished existed.

Help center, chat widget, AI agent, and shared inbox. The whole support stack on one bill. Free for fourteen days, no credit card.

Book a demoTry for free for 14 days