CASEKIT
Reply templates

Wrong item received / missing item email templates

Copy-paste replies for missing items, wrong items, partial shipments and investigation updates. Adapt the facts and the approved resolution before sending.

Published 28 February 2026 · Updated 3 October 2026 · CaseKit team

Quick checklist before you reply

  1. Confirm the order number, purchased items and affected quantities.
  2. Check cancelled items, partial fulfilments, separate packages and actual carrier events. A fulfilled status does not prove delivery.
  3. Separate what the customer reports from what the store has verified. Missing tracking is not proof of a lost parcel.
  4. Check the store’s return and refund policy, approval requirements, stock and recorded payment state.
  5. Replace every placeholder. Remove unavailable options, invented delivery dates and promises you cannot keep.

Keep the reply calm: acknowledge the problem, explain what you have checked, request only the information you need and give the next step. These templates do not replace your legal obligations or store policy.

Missing item email templates

1. Missing item: approved replacement or refund

Use when: you have checked the order, confirmed which item is missing and approved both options. Remove any option that is unavailable. Use an estimated date only when it has a factual basis.

Hi {first_name},

Thanks for the details. I checked order {order_number} and confirmed that {missing_items} is missing from the package.

We can offer:
1. A replacement for the missing item(s), with an estimated dispatch date of {dispatch_date}.
2. A refund of {refund_amount} to {payment_method}, subject to the payment provider's processing time.

Which of these options would you prefer?

Best,
{agent_name}

2. Partial shipment: another package is expected

Use when: the order record confirms separate packages and identifies the items in each. Describe only verified tracking events; an unfulfilled item has not necessarily shipped.

Hi {first_name},

I checked order {order_number}. The items are being sent in separate packages:

Package 1: {items_in_package_1} — {verified_status_1}
Tracking: {tracking_link_1}

Remaining item(s): {remaining_items} — {verified_status_2}
{tracking_or_dispatch_information_2}

I will check again by {next_update_date} and update you if there is still no progress.

Best,
{agent_name}

Wrong item received email templates

3. Wrong item reported: request useful evidence

Use when: the customer reports a wrong item and your policy requires a reasonable verification step. Explain why you need photos, offer an alternative if photos are impractical, and avoid requesting card details or unrelated personal information.

Hi {first_name},

I'm sorry to hear that the item you received does not match your order {order_number}.

Could you send a photo of the item and, if available, the packing slip? This helps us identify the packing error. Please cover any information that is not needed for this check.

If you cannot provide photos, let me know so we can discuss another way to check the issue. I will review the details and update you by {next_update_date} about the available resolution.

Best,
{agent_name}

4. Replacement approved: explain the next step

Use when: the replacement has actually been approved. Distinguish approval from dispatch. Do not claim that a parcel has shipped until the store or carrier record supports that statement.

Hi {first_name},

The replacement for {correct_item} on order {order_number} has been approved.

Current status: {replacement_status}
Estimated dispatch date: {confirmed_dispatch_estimate}
For the incorrect item: {approved_return_instructions_and_cost}

We will share the tracking details when they become available. Please reply if you need help with these steps.

Best,
{agent_name}

Status updates, refunds and goodwill

5. Warehouse investigation: give a real update time

Use when: a warehouse check is genuinely in progress. Give an update you can meet, rather than promising the investigation will be finished by that time.

Hi {first_name},

A quick update on order {order_number}: our warehouse team is checking {issue_being_checked}.

I will update you by {next_update_date}, even if the check is still ongoing. Once we have the result, I will explain the resolution available under our store policy.

Thanks for your patience,
{agent_name}

6. Partial refund recorded: confirm the exact amount

Use when: the store's payment record confirms a successful refund. A proposed refund is not an issued refund. State the actual amount and method; bank arrival times remain estimates. Do not promise to reverse a refund to send a replacement.

Hi {first_name},

The refund for {refunded_items} on order {order_number} has been recorded.

Refund amount: {refund_amount_and_currency}
Refund method: {recorded_payment_method}
Refund date: {recorded_refund_date}
Estimated processing time: {payment_provider_estimate}

The payment provider or your bank may take additional time to show the funds. If the refund is not visible after the estimated period, reply here and we will help you check it.

Best,
{agent_name}

7. Goodwill credit: explain what was actually added

Use when: an approved credit or discount has been recorded. Explain its type, value, expiry and restrictions instead of suggesting that every credit is cash or a refund.

Hi {first_name},

I'm sorry for the inconvenience with order {order_number}.

We have added {credit_amount_and_currency} as {credit_type}.
How to use it: {redemption_instructions}
Expiry and conditions: {expiry_and_restrictions}

This credit is separate from {approved_order_resolution}. Please reply if you have any questions about using it.

Best,
{agent_name}

Check the draft before sending

Read the message against the current order record. A cancelled order, a partially fulfilled order and an order marked delivered need different wording. If the record is incomplete, say what you are checking rather than guessing.

CaseKit drafts replies from available order facts; it does not issue refunds, create replacements or send messages automatically. Shopify merchants can use the Shopify app, with the Gmail extension as an optional workflow. The separate WooCommerce plugin works inside WordPress.

Written by the CaseKit team

We build a Shopify support app and spend our days looking at how order-status tickets actually get answered. Everything here is written from that work, not from a keyword list. Corrections to support@casekit.app.

Questions about missing and wrong items

Does a fulfilled order prove that every item arrived?
No. Fulfilment describes the store’s processing state. Check the individual line items, packages and carrier events. A partial shipment or a delivered scan alone does not prove that the customer received every item.
Should I promise a refund or replacement in the first reply?
Only if that resolution is approved under your store policy and you have checked eligibility. Otherwise acknowledge the problem, ask for the information you need and give a realistic next update.
Does CaseKit issue the refund or send these emails?
No. CaseKit drafts replies for a merchant to review. Check the order facts, confirm any refund or replacement in your store and send the message yourself. These templates also work without CaseKit.

Related guides

Understand fulfilment status

Check the order state before making a shipping or refund claim.

Tracking has not updated

Separate stale tracking from a confirmed delivery problem.

Reply templates and setup

Reusable replies and a practical Gmail template workflow.