Wrong item received / missing item email templates

“Wrong item received” and “missing item” tickets are stressful for customers — and expensive for teams when replies are vague. The goal is to respond with calm clarity: what you see, what you need (if anything), and the options to resolve it.

Below are copy‑paste email templates you can use in any helpdesk. They’re written to reduce back‑and‑forth and keep your team consistent.

Quick checklist before you reply

• Confirm the order number + items purchased
• Check if it was a split shipment (partial fulfillment can look like “missing”)
• Check tracking + delivered date (avoid blaming the customer)
• Decide the resolution you can offer: reship / refund / replacement / return label

Missing item email templates

1) Missing item — offer reship or refund

Hi {first_name},

Thanks for the details — I checked order {order_number}.

It looks like the following item(s) are missing:
{missing_items}

To resolve it, I can offer:
1) Reship the missing item(s) (ETA: {eta})
2) Refund the missing item(s) (timeline: {refund_timeline})

Which option would you prefer?

Best,
{agent_name}

2) Missing item — partial shipment explanation

Hi {first_name},

Thanks — I checked order {order_number} and it looks like it shipped in multiple packages.

Package 1: {tracking_1}
Package 2 (still on the way): {tracking_2}

If package 2 doesn’t update by {followup_date}, reply here and I’ll escalate it right away.

Best,
{agent_name}

Wrong item received email templates

3) Wrong item received — request photos (calmly)

Hi {first_name},

I’m sorry — that’s not what you ordered. We’ll fix it.

To make sure we resolve this quickly, could you reply with:
1) A photo of the item you received
2) A photo of the packing slip (if included)

Once I have that, I can arrange {resolution_options} (timeline: {timeline}).

Best,
{agent_name}

4) Wrong item — send the correct item (keep/return instructions)

Hi {first_name},

Thanks — confirmed. We’ll send the correct item for order {order_number}.

Next steps:
• Replacement shipping ETA: {eta}
• For the incorrect item: {return_instructions}

I’ll send tracking as soon as it’s on the way.

Best,
{agent_name}

Status updates (reduce “any news?” replies)

5) Warehouse investigation update

Hi {first_name},

Quick update on order {order_number}:

We’re checking this with our warehouse team now.
Next update by: {next_update_date}

If we confirm the item was missed/wrong, we’ll resolve it immediately (replacement or refund — your choice).

Best,
{agent_name}

6) Partial refund issued (missing item)

Hi {first_name},

Confirmed — I issued a refund for the missing item(s) on order {order_number}.

Refund amount: {refund_amount}
Timeline: {refund_timeline}

If you’d prefer a replacement instead, reply here and I’ll switch the resolution.

Best,
{agent_name}

7) Goodwill credit (optional, keep it simple)

Hi {first_name},

I’m sorry again for the mix‑up on order {order_number}.

I’ve added {goodwill_amount} as a goodwill credit to your order / account.
You don’t need to do anything — it’s just a small apology for the inconvenience.

Best,
{agent_name}

Related guides

• Damaged item support templates — photo checklist + replacement/refund replies.
• Partial refund & goodwill credit templates — clear wording without drama.
• Shipping reply templates — delays, tracking, missing parcels and delivery issues.
• Returns templates hub — return requests, labels, exchanges.
• Help Scout saved replies — saved‑reply structure + templates.
• Casekit Chrome extension — copy an order summary + paste the right reply faster.

Install Casekit (free): works on WooCommerce and Shopify pages and lets you copy an order summary in one click.

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