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Negativeecommerce
Wrong size sent
Review Response Template — Customer received the wrong size
Response template
Sending the wrong size is our mistake, not yours. We’ll ship the correct size right away — keep the wrong one or donate it, no need to return. Please reach out to support with your order number.
Why this response works
- Immediately takes ownership (“our mistake, not yours”) — critical for size/fit issues where blame can feel ambiguous
- No-return policy removes all friction and creates goodwill
- Suggesting they donate the wrong size turns a negative into a feel-good moment
Common mistakes when responding to "customer received the wrong size"
- ×Pointing to the size chart (“did you check our sizing guide?”) — even if the customer ordered wrong, this reads as blame
- ×Requiring a return before sending the replacement — adds friction when trust is already damaged