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Negativeecommerce
Item arrived damaged
Review Response Template — Product was broken in shipping
Response template
We’re sorry your order arrived damaged — that’s not the unboxing experience we want anyone to have. Please contact our support team and we’ll ship a replacement immediately, no return needed.
Why this response works
- Uses “unboxing experience” to show you understand e-commerce expectations — the moment matters
- Removes friction from the resolution: immediate replacement, no return required
- The phrase “no return needed” eliminates the worry about packaging a broken item back up
Common mistakes when responding to "product was broken in shipping"
- ×Asking the customer to photograph the damage and file a formal claim before helping
- ×Blaming the shipping carrier — the customer’s relationship is with you, not the carrier