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Negativeecommerce
Poor packaging
Review Response Template — Product not properly protected
Response template
Flimsy packaging is a problem we’re actively fixing — we’ve switched to reinforced mailers for this product line. We’re sorry your order paid the price for the old packaging. Please contact us for a replacement.
Why this response works
- Shows the fix is already implemented (reinforced mailers) — not just a promise
- The phrase “your order paid the price” is honest and empathetic — acknowledges the customer bore the cost of the company’s mistake
- Keeps the replacement offer simple and direct
Common mistakes when responding to "product not properly protected"
- ×Saying “we’ve never had this issue before” — the customer doesn’t care about others, they care about their order
- ×Not mentioning the fix — future readers want to know the problem is solved