Reply: Damaged, Defective or Wrong Item

Purpose: resolve a damaged, faulty or wrong item quickly and give the customer a simple choice.

Use it when: the customer reports damage on arrival, a fault, a missing part, or the wrong item or size.

Goal: the customer picks a replacement or refund in one reply.

Version: v1.0

Before you send

Photos or a clear description received (if not, ask first, see branch)
Order checked: item, date delivered, reporting window in policy
Stock checked for a replacement
Matrix checked: replace or refund within your authority? Return needed or not?
Past claims checked (abuse signal)

The flow

1. Personal line with thanks for proof

You: Hi (CUSTOMER FIRST NAME), I'm sorry your (PRODUCT) arrived damaged, and thank you for the photos. They make this quick.

Why it works: thanks for the evidence turns a complaint into teamwork.

2. A simple choice

You: Which would you prefer?

A free replacement, shipped within (NUMBER) business days.
A full refund of (AMOUNT) to your card ending in (LAST FOUR DIGITS). Banks usually show it within 5 to 10 business days.

Why it works: two clear options give control back to the customer.

3. Returns, if any

You: You don't need to send the damaged one back. (Or: I'll email a prepaid return label. Please send the item back within 14 days; your replacement ships right away and doesn't wait for the return.)

4. Close

You: Just reply 1 or 2, and I'll take care of it today. Best, (YOUR NAME)

If there are no photos yet

You: I'm sorry about this. So I can fix it fast, could you reply with a photo of the damage and one of the box or label? As soon as I have them, I'll arrange a replacement or refund, whichever you prefer.

Status: Pending.

If it is the wrong item or wrong size

You: I'm sorry, you should have received (CORRECT ITEM) and we sent (WRONG ITEM). I've arranged the right one to ship by (DATE), tracking to follow. Here's a prepaid label for the wrong item, no rush, within 30 days is fine.

Tag the root cause (picking error) so the warehouse can learn from it.

If it is a fault after some use

You: Thanks for the details. A (PRODUCT) shouldn't stop working after (TIME PERIOD). Could you try these two quick checks? (STEPS FROM KNOWLEDGE BASE). If it still doesn't work, reply and I'll start a warranty replacement for you.

Follow the client's warranty process. Rules on faulty goods differ by country and state; never tell a customer what their legal rights are. Use the client's approved wording.

If the value is above your authority

You: I'm sorry this arrived damaged, and thank you for the photos. Because of the order value, I've passed it to our senior team with everything they need. You'll hear from us by (TIME AND ZONE) with your options.

Internal note with a recommendation; escalate per matrix.

Objections and tricky replies

Customer says	You reply
"I want both a refund and a replacement."	"I can do one or the other: a new one shipped by (DATE), or a full refund. Which suits you best?"
"I threw the box away."	"That's okay. Photos of the item itself are enough to get this sorted." (Unless the carrier claim requires packaging; follow the client's process.)
"I need it before Friday."	Check faster shipping options in the matrix. "I can ship the replacement by express so it arrives (DATE). Shall I go ahead?"

After you send

Internal note:

Issue: (PRODUCT) damaged on arrival, photos attached. Checked: within 7-day window, in stock, within Tier 1 limit, no previous claims. Done: offered replace or refund. Promised: action same day on reply. Next: process the customer's choice.

Tags: damaged, product tag, root cause (carrier damage, packaging, picking error). Status: Pending.

Coach's note: always tag the root cause. Five "damaged in transit" tickets for the same product in one week usually means the packaging needs to change. That insight, sent to the client in the weekly report, is worth more than a hundred perfect replies.