# Shopify Support Email Templates (LzyReply)

Compiled 2026-10-22 from https://lzyreply.com/blog/templates/ by Bank K. Free to use in your store. Placeholders are in [brackets].

## 4 "Where Is My Order" Email Templates (Copy and Paste)

Source: https://lzyreply.com/blog/where-is-my-order-email-templates/

"Where is my order?" is the most common email any Shopify store gets, and most of the time the answer is sitting right there in the order. You don't need to write a fresh reply each time. Below are copy-paste "where is my order" email templates for the four situations that cover almost every WISMO email: shipped and in transit, delayed, lost in transit, and orders still in pre-fulfillment. Grab them, swap in your details, and you've handled 80% of your support volume.

Each template uses placeholders in `{curly braces}`. Replace them with the customer's actual order info before sending. Keep your store name, signature, and tone consistent so every reply still sounds like you.

### Template 1: Order shipped and in transit

The most frequent case. The order left, tracking exists, the customer just hasn't looked or the tracking hasn't updated in a day. Give them the number, the carrier, and a realistic arrival window.

> Hi {first_name},
>
> Thanks for reaching out! Your order #{order_number} is on its way.
>
> Carrier: {carrier}
> Tracking number: {tracking_number}
> Track it here: {tracking_url}
>
> It's currently showing as in transit and is expected to arrive by {estimated_delivery_date}. Tracking can sometimes take a day or two to show movement after a label is created, so if it looks stuck, give it 24 to 48 hours.
>
> If anything still looks off after that, just reply here and I'll dig in.
>
> Best,
> {your_name}
> {store_name}

When to send it: tracking shows "in transit," "out for delivery," or "label created" within the last couple of days.

### Template 2: Order delayed (still moving, just slow)

The package is moving but past the original estimate, or stuck at a facility. Acknowledge the delay honestly, don't over-promise, and tell them what you're doing.

> Hi {first_name},
>
> Thanks for your patience, and sorry for the wait on order #{order_number}.
>
> I checked the tracking and it's currently sitting at {last_scan_location} as of {last_scan_date}. Carriers occasionally hold packages at a sorting facility during busy periods, which usually clears within a few days.
>
> Here's your tracking so you can follow along: {tracking_url}
>
> I'm keeping an eye on it on my end too. If it hasn't moved by {follow_up_date}, reply here and I'll open a trace with the carrier right away.
>
> Thanks for sticking with us,
> {your_name}
> {store_name}

When to send it: tracking is past the estimated delivery date but still shows recent scans. Set `{follow_up_date}` a few days out so the customer knows there's a real next step.

### Template 3: Lost in transit (no movement, missing package)

Tracking has gone quiet for a week-plus, or the customer says it never arrived despite a "delivered" scan. This one needs care. Don't accuse the carrier or the customer. Offer a clear resolution.

> Hi {first_name},
>
> I'm really sorry, this isn't the experience I want you to have. I looked into order #{order_number} and the tracking hasn't updated since {last_scan_date}, which usually means the package was lost or mis-scanned in transit.
>
> I don't want you waiting any longer, so here's what I can do:
>
> 1. Ship a replacement today at no cost to you, or
> 2. Issue a full refund, whichever you'd prefer.
>
> Just let me know which works best and I'll take care of it right away.
>
> Apologies again for the trouble,
> {your_name}
> {store_name}

For a "delivered but not received" case, swap the middle line for: *"the carrier marked it as delivered on {delivery_date}, but I understand it's not in your hands."* Then ask them to check with neighbors and around the property before you reship, since a surprising number turn up within a day. For what to check and who pays when tracking says delivered, see these [four templates for packages marked delivered but not received](https://lzyreply.com/blog/package-delivered-not-received-reply/).

### Template 4: Pre-fulfillment (order placed, not shipped yet)

The customer is checking in before anything has shipped, often anxious that it's "stuck." Reassure them, give a realistic ship date, and confirm the details so you catch address problems early.

> Hi {first_name},
>
> Thanks for reaching out! Your order #{order_number} came through and is being prepared now.
>
> Orders typically ship within {processing_time}, so you can expect a tracking email by {expected_ship_date}. The second it ships, tracking lands in your inbox automatically.
>
> Quick check while I have you, here's the shipping address on file:
>
> {shipping_address}
>
> If anything there needs fixing, reply now and I can update it before it goes out. Once it ships, the address is locked in with the carrier.
>
> Talk soon,
> {your_name}
> {store_name}

That address check is worth doing. Catching a typo before fulfillment saves a lost package, a reship, and a much worse email later. If your store does print-on-demand or made-to-order, set `{processing_time}` to your real production window so you're not promising a ship date you can't hit.

### How to fill the placeholders fast

The slow part isn't writing, it's looking up each order. A quick workflow:

| Placeholder | Where it lives in Shopify |
|---|---|
| `{order_number}`, `{shipping_address}` | Order detail page |
| `{tracking_number}`, `{carrier}`, `{tracking_url}` | Fulfillment section of the order |
| `{last_scan_date}`, `{estimated_delivery_date}` | The carrier's tracking page |
| `{processing_time}`, `{expected_ship_date}` | Your shipping policy |

Save the four templates as saved replies in your email client (Gmail "Templates," Outlook "Quick Parts") so they're one click away. You'll still paste the order details by hand, but you skip the writing. To get fewer of these emails in the first place, [set up Shopify order tracking auto-replies](https://lzyreply.com/blog/shopify-order-tracking-auto-replies/) with shipping notifications and tracking pages.

### How to make these replies automatic

Templates cut the writing time. They don't cut the lookup time, which is where WISMO actually eats your day. The next step is having something read the incoming email, pull the matching Shopify order, fill in tracking and dates, and hand you a finished draft.

That's what AI customer support tools do for Shopify. The customer emails, the tool matches the order, checks status and tracking, and writes a reply in your voice using your past answers and FAQs as training. You read it and click send, so nothing goes out without your eyes on it. [LzyReply](https://lzyreply.com) works this way for solo and small sellers on a flat monthly price, and it can also update a shipping address before fulfillment straight from the email. If you want the full picture of automating this category, the [complete WISMO automation guide](https://lzyreply.com/blog/wismo-automation-shopify-guide/) walks through it, and there's a focused piece on [auto-answering "where is my order?" emails](https://lzyreply.com/blog/auto-answer-where-is-my-order-emails-shopify/).

### A few rules that keep these from sounding canned

- Always lead with the answer (tracking, date, resolution). Pleasantries second.
- Give a real next step and a real date, not "please be patient."
- For lost packages, offer the choice (reship or refund) instead of making them ask.
- Match your own voice. Edit the templates once to sound like you, then reuse.

Start with these four, edit them to fit your store, and you've got the bulk of your inbox covered. For refunds, returns, damaged items, and address changes, there's a matching set of [ecommerce customer service email templates](https://lzyreply.com/blog/ecommerce-customer-service-email-templates/) too. When the copy-paste-and-look-up loop starts costing real hours, that's the signal to let something draft the reply for you and keep the one-click approval. Until then, a good template beats a blank reply box every time.
## 4 Damaged Item Email Templates (Replace or Refund)

Source: https://lzyreply.com/blog/damaged-item-email-templates/

A customer just emailed you a photo of your product cracked in half, and they're upset. A good damaged item email response does three things fast: it acknowledges the problem without making them argue for it, it gets you the one piece of info you need (a photo), and it tells them exactly what happens next. Get those three right and a damaged-arrival email turns into a five-star review instead of a chargeback. Here's how to write that reply, plus templates you can paste and adjust.

### Lead with empathy, not policy

The instinct is to protect yourself first: "Per our policy, damage claims require photos within 48 hours." Don't open that way. The customer paid you and got a broken thing. They already feel like they have to fight to be made whole. Your first two sentences should remove that feeling.

What works:

- **Apologize plainly.** "I'm really sorry your order arrived damaged" beats "We regret any inconvenience." Sound like a person.
- **Take ownership even if the carrier broke it.** The customer doesn't care whether it was UPS or your packer. To them, you sent it.
- **Tell them it's an easy fix.** A single line like "I'll get this sorted for you right away" lowers the temperature before you ask for anything.

Save the policy language for later in the email, if at all. Empathy first, logistics second.

### When (and how) to ask for a photo

You almost always want a photo, both to confirm the damage and because most suppliers and shipping-insurance claims require one. The trick is asking without sounding like you're building a case against them.

Frame the photo as something that helps *you* help *them*, not as proof you're demanding:

> "Could you reply with a quick photo of the damage? It helps me file the claim and get your replacement out faster."

A few specifics that reduce back-and-forth:

- Ask for **the item and the packaging** if shipping damage is likely (carrier claims often need the box).
- Tell them a phone snapshot is fine. People overthink this and stall.
- If the item is unusable or unsafe (broken glass, spilled liquid), say they can **toss it** rather than ship it back. Return shipping on a $25 item usually costs more than the item.

For low-value orders, some sellers skip the photo entirely and just send a replacement. That's a judgment call on your margins and your repeat-offender rate. If the photo shows the wrong item instead of a broken one, use these [wrong item received email templates for POD sellers](https://lzyreply.com/blog/wrong-item-received-email-templates/) instead.

### Replace or refund? A quick decision guide

Let the customer's wording and your stock drive this. Most people who liked the product enough to buy it want the product, not their money back, so offering a replacement first is usually both cheaper for you and better for them.

| Situation | Best first offer |
|---|---|
| Item in stock, customer still wants it | Free replacement, no return needed |
| Out of stock or discontinued | Refund, or store credit + small bonus |
| Customer explicitly asks for a refund | Refund, no friction |
| Repeat "damaged" claims from same buyer | Refund once, then flag the account |
| Time-sensitive (gift, event passed) | Refund or replacement, let them choose |

The default that keeps customers happiest: **offer the replacement, but let them pick.** "I can send a new one out today, or refund you fully, whichever you'd prefer." Giving them the choice signals you're not trying to trap them into store credit.

One more rule: don't make them return a broken item to get a replacement on anything low-value. The return logistics cost you more in shipping and labor than eating the unit. For the cases where you do need items sent back, here's how to handle [returns and exchanges support on Shopify](https://lzyreply.com/blog/automating-returns-exchanges-shopify/) without it eating your day.

### Copy-paste templates

Adjust the voice to match how you normally write. These are starting points, not scripts to send verbatim. If you also need replies for WISMO, returns, or address changes, I put those together in these [ecommerce customer service email templates](https://lzyreply.com/blog/ecommerce-customer-service-email-templates/).

**Template 1 - First reply, photo requested**

> Hi [Name],
>
> I'm so sorry your [product] arrived damaged. That's not the experience I want you to have, and I'll get it fixed right away.
>
> Could you reply with a quick photo of the damage? A phone snapshot is perfect. It lets me file the claim and get your replacement moving without delay.
>
> Once I see it, I'll send a new one out (no need to return the damaged one). Thanks for your patience, and again, sorry for the trouble.
>
> [Your name]

**Template 2 - Replacement confirmed**

> Hi [Name],
>
> Thanks for the photo, that's all I needed. Your replacement [product] is going out today and I'll send tracking as soon as it ships. Please toss the damaged one, no return necessary.
>
> Really sorry it showed up that way. Let me know if anything else comes up.
>
> [Your name]

**Template 3 - Refund (out of stock or customer's choice)**

> Hi [Name],
>
> I'm sorry again about the damage. The [product] is out of stock right now, so I've gone ahead and refunded your order in full. You'll see it back on your card in [3-5] business days.
>
> If you'd like, I'm happy to give you a heads-up the moment we restock. Thanks for understanding.
>
> [Your name]

**Template 4 - Offer both, let them choose**

> Hi [Name],
>
> So sorry your [product] arrived damaged. I can do this two ways: send a brand-new one out today, or refund you completely. Whichever is easier for you, just reply and let me know.
>
> Either way, you don't need to send the damaged item back.
>
> [Your name]

### Small things that prevent the next damaged-item email

Responding well is reactive. A few of these cut the volume:

- **Track the pattern.** If one product or one carrier lane generates most damage emails, fix the packaging or the supplier, not the reply.
- **Set expectations on fragile items.** A line on the product page about how it ships reduces "I expected it bubble-wrapped" disputes.
- **Templatize, but personalize.** Saved replies save time; just swap in the real product name and a human first line so it doesn't read like a form.

If damaged-item emails are mixed in with a flood of "where's my order" messages, automating the routine stuff frees you to handle the damage emails with actual care. That's the same logic behind [auto-answering WISMO emails](https://lzyreply.com/blog/auto-answer-where-is-my-order-emails-shopify/) and more broadly [reducing your support ticket volume](https://lzyreply.com/blog/reduce-support-tickets-shopify/) so the hard tickets get your attention.

### Closing

A damaged item email is one of the few support moments where you can clearly turn an unhappy buyer into a loyal one: be quick, be sorry, ask for the photo kindly, and offer the fix on their terms. Keep a couple of these templates saved so you're never writing from scratch at the worst moment. Tools like [LzyReply](https://lzyreply.com) can draft the first version for you using your store's voice and past replies, so the empathy-first reply is already waiting for your one-click approval, but even a plain saved snippet beats a cold, policy-first wall of text.
## Ecommerce Customer Service Email Templates (Free)

Source: https://lzyreply.com/blog/ecommerce-customer-service-email-templates/

If you run support for a Shopify store, you answer the same handful of emails over and over: where's my order, can I change my address, this arrived broken, I want a refund. Good ecommerce customer service email templates turn those repeats into a 30-second job instead of a from-scratch reply every time. Below are six free templates you can copy, paste, and edit, written for a solo seller voice (not a corporate help desk), plus how to make them fire on their own when it makes sense.

How to use these without sounding like a robot, first: keep the brackets, fill them with real specifics (order number, tracking link, carrier), and cut any line that doesn't apply. A template is a skeleton. The customer should feel like a person typed it.

### 1. WISMO ("Where is my order?")

This is the most common email you'll get, usually 30 to 50 percent of all tickets. The fix is order status plus a real tracking link, not a vague "it's on its way."

```
Subject: Re: Where's my order?

Hi [First name],

Thanks for reaching out! I pulled up order [#1234] and here's where it stands.

Your order shipped on [date] via [carrier]. The latest tracking shows it [current status, e.g. "in transit, last scanned in Columbus, OH"].

Track it here: [tracking link]
Estimated delivery: [date]

If it hasn't moved in a few days or you have any trouble, just reply to this email and I'll sort it out.

Thanks,
[Your name]
[Store name]
```

If most of your volume is this email, it's worth automating specifically. See [auto-answering "where is my order?" emails](https://lzyreply.com/blog/auto-answer-where-is-my-order-emails-shopify/) for the full setup.

### 2. Refund

The goal here is to confirm the refund clearly and set a real expectation for when the money lands. Vagueness creates a second email.

```
Subject: Re: Refund for order [#1234]

Hi [First name],

Done. I've refunded [$amount] to your original payment method for order [#1234].

It usually takes [3-5] business days to show up on your statement, depending on your bank. You'll get a separate confirmation email from [Shopify/your processor] once it's processed.

If you don't see it by [date], reply here and I'll chase it down.

Sorry it didn't work out this time, and thanks for giving us a shot.

[Your name]
[Store name]
```

### 3. Return request

Make the next step obvious. Most return friction comes from the customer not knowing what to physically do.

```
Subject: Re: Returning order [#1234]

Hi [First name],

Happy to help you return [item]. Here's how it works:

1. [Pack the item in its original packaging / any box is fine]
2. Use this prepaid label: [label link] (or: ship to [address])
3. Once we receive it, your refund of [$amount] goes out within [X] business days.

A couple of quick notes:
- Return window: [30 days] from delivery
- Condition: [unworn, tags attached, etc.]

Let me know if anything's unclear, and thanks for shopping with us.

[Your name]
[Store name]
```

### 4. Damaged or defective item

Lead with the apology and a fix, not a request for proof. Asking for photos is fine, but offer the resolution in the same breath so it doesn't feel like a hurdle.

```
Subject: Re: Damaged item in order [#1234]

Hi [First name],

I'm really sorry your [item] arrived damaged. That's not the experience we want for you, and I'll make it right.

I can [send a replacement right away / issue a full refund of $amount], whichever you'd prefer. Just let me know.

If it's easy, a quick photo of the damage helps me flag it with [our supplier/carrier] so it doesn't happen again, but it's not required to get your replacement moving.

Sorry again for the hassle.

[Your name]
[Store name]
```

### 5. Address change (before fulfillment)

Speed matters here. If the order hasn't shipped, you can usually fix it. Be honest about the cutoff.

```
Subject: Re: Change my shipping address

Hi [First name],

Good news, order [#1234] hasn't shipped yet, so I've updated the shipping address to:

[New address]

It'll go out to the new address as planned. You'll get tracking at [email] once it ships.

(Heads up: once an order is in fulfillment we usually can't change it, so glad you caught this in time!)

Thanks,
[Your name]
[Store name]
```

One caution: address changes are safe to handle fast *only before fulfillment*. After that, you risk a package going to the wrong place with no way to recall it. That before/after line is exactly why this is a good task to automate with a guardrail rather than a blanket rule.

### 6. Thank-you / post-purchase

A short, genuine thank-you after delivery costs nothing and quietly earns repeat orders and reviews. Keep it human and specific to your store.

```
Subject: Thanks for your order!

Hi [First name],

Just wanted to say thanks for ordering [item] from [Store name]. It means a lot, especially as a small shop.

If anything's not right, reply straight to this email, it comes to me directly.

And if you love it, a quick review or photo tag [@handle] makes my whole week.

Thanks again,
[Your name]
[Store name]
```

### How to make these templates automatic

Saved templates cut your reply time, but you're still the one matching each email to the right template and filling in the order details by hand. The next step is letting software do the matching and the lookup for you.

| Approach | What it handles | Effort |
|---|---|---|
| Saved replies / canned responses | Inserting the template text | You still pick + personalize |
| Shopify email rules | Basic keyword routing | Brittle, no order data |
| AI support tool | Reads the email, pulls the Shopify order, drafts the filled-in reply | You approve, then send |

The AI approach is the one that actually removes work, because it reads the incoming email, identifies the matching Shopify order (status, tracking, address), and drafts the reply with the real details already filled in. You read it, tweak if needed, and approve. Tools like [LzyReply](https://lzyreply.com/blog/ai-customer-support-shopify/) do this draft-and-approve flow at a flat price, trained on your own past replies so the voice stays yours. Nothing auto-sends unless you decide it should.

If you want to cut the volume that reaches your inbox in the first place, pair templates with the tactics in [reducing Shopify support tickets](https://lzyreply.com/blog/reduce-support-tickets-shopify/).

### A quick note on keeping your voice

The fastest way to make templates feel canned is to over-polish them. Real store-owner replies have small human touches: "Done." "Sorry it didn't work out this time." "It means a lot as a small shop." Keep those. The order details should be precise and the tone should be yours. That combination, accurate facts in a human voice, is what makes support feel like a person and not a ticket queue.

Save these somewhere you can grab them fast, swap in your own brackets, and you've already cut your reply time meaningfully. When the copy-pasting itself starts to feel like the bottleneck, that's the signal to let an AI draft the first version so you're editing instead of starting from a blank box.
## How to Set Up Shopify Order Tracking Auto-Replies

Source: https://lzyreply.com/blog/shopify-order-tracking-auto-replies/

If you sell on Shopify, a big chunk of your support inbox is some version of "where's my package?" A Shopify order tracking auto-reply handles that for you: instead of looking up each order by hand, the customer either gets the tracking info automatically, finds it themselves, or gets a reply written from your live order data. There are three layers to set up, and most stores only ever use the first one. Below is how each works, where each falls short, and how to cover the gap.

### The three layers of order tracking auto-replies

Think of it as a funnel. Each layer catches the customers the previous one missed.

1. **Proactive shipping notifications** - Shopify emails the customer the moment you fulfill, with the tracking number attached. This is automatic and built in.
2. **Self-service tracking pages** - A page the customer can visit anytime to check status without emailing you.
3. **AI replies to tracking emails** - For the customers who email anyway (and a lot do), a draft that pulls the current order status and tracking and writes the answer for you to approve.

Set up all three and the "where is my order?" email mostly stops being something you touch.

### Layer 1: Turn on Shopify's built-in shipping notifications

This is the foundation, and it's already half-configured in your store. When you buy a shipping label inside the Shopify admin or mark an order as fulfilled with a tracking number, Shopify automatically sends a **shipping confirmation email** with that tracking number and a link to the order status page.

To check and customize it:

1. Go to **Settings > Notifications** in your Shopify admin.
2. Open the **Shipping confirmation** template (also customize **Shipping update**, which fires when a tracking event changes, like "out for delivery").
3. Edit the template with your branding. These use HTML and Shopify Liquid, so you can add your logo, change the copy to your voice, and keep the order status page link prominent.

One thing worth getting right: make sure tracking numbers actually attach at fulfillment. If you fulfill outside Shopify (a print-on-demand supplier, a 3PL, a dropshipping app) the tracking number has to sync back into the order, or the shipping email goes out with no tracking and the customer emails you anyway. Test one real order end to end and confirm the email arrives with a working link.

### Layer 2: Give customers a self-service tracking page

Even with a good shipping email, customers lose it, delete it, or just want to recheck. A self-service tracking page catches those people before they hit your inbox.

You have two options:

- **Shopify's order status page.** Every order already has one, linked from the confirmation and shipping emails. Under **Settings > Notifications > Customer notifications** and the checkout settings, you can enable order status updates so the page stays current with carrier events. Cost: free, already there.
- **A branded tracking app.** Apps like AfterShip, Parcel Panel, or TrackingMore build a tracking page hosted on your own domain, pull live carrier data across most couriers, and let customers check status by order number or email. These run roughly $10-30/mo depending on volume.

For a small store, the native order status page is usually enough. Add a tracking app when you're shipping enough volume that a branded, on-site tracking experience pays for itself, or when you sell internationally and need multi-carrier coverage the native page doesn't give cleanly.

Either way, link the page everywhere: the footer, the order confirmation, the shipping email, and your support auto-responder. The easier it is to find, the fewer emails you get. (More tactics for that in [reducing Shopify support tickets](https://lzyreply.com/blog/reduce-support-tickets-shopify/).)

### Layer 3: AI that answers the tracking emails you still get

Here's the reality: notifications and tracking pages cut the volume, but a meaningful share of customers email "where's my order?" no matter what. They didn't see the email, they don't trust the carrier page, or they have a follow-up ("it says delivered but I don't have it"). Those still land in your inbox, and a static auto-reply ("check your tracking link") doesn't answer the actual question.

This is where an AI order tracking auto-reply does the lookup for you. The flow:

1. Customer emails asking about their order.
2. The AI matches the email to the right Shopify order and reads the **live status and tracking**.
3. It drafts a reply with the specific answer: where the package is, the carrier estimate, what to do next.
4. You approve the send with one click. Nothing fires automatically by default, so you stay in control of what goes out.

The difference from a templated autoresponder is that the reply contains real order data, not a generic deflection. "Your order shipped Tuesday via USPS, tracking shows it's in transit in Ohio, estimated Thursday" beats "please check your tracking link" every time, and it ends the thread instead of starting a back-and-forth.

This is exactly the WISMO case, and it's worth setting up deliberately. We have a full walkthrough on [auto-answering "where is my order?" emails on Shopify](https://lzyreply.com/blog/auto-answer-where-is-my-order-emails-shopify/) and a broader [WISMO automation guide](https://lzyreply.com/blog/wismo-automation-shopify-guide/) if you want the deeper version.

[LzyReply](https://lzyreply.com) is one tool that does this layer: it reads the email, looks up the Shopify order, and drafts the tracking reply in your store's voice for you to approve. Flat $29/mo, no per-ticket fees, built for solo and small sellers doing mostly email support.

### A quick setup checklist

- [ ] Shipping confirmation and shipping update templates customized in **Settings > Notifications**
- [ ] Tracking numbers confirmed to attach at fulfillment (test one real order)
- [ ] Order status page enabled and linked in emails, footer, and auto-responder
- [ ] Branded tracking app added only if volume or international shipping justifies it
- [ ] AI tracking replies set up for the WISMO emails that still come through

### Closing

Most stores stop at layer one and wonder why they still field tracking emails all day. The proactive email reduces volume, the self-service page reduces it further, and AI replies handle the stubborn remainder with real order data instead of a canned link. Start with the free Shopify notifications, link your tracking page everywhere, and add AI for the emails that slip through. That combination turns order tracking from a daily inbox chore into something that mostly runs itself.
## Package Marked Delivered but Not Received: 4 Templates

Source: https://lzyreply.com/blog/package-delivered-not-received-reply/

When a customer says tracking shows delivered but nothing arrived, don't reship or refund in the first reply. Check the scan details and the address on the order, ask the customer to look in a few specific places, then decide. If you sell print on demand, assume the supplier will not pay for a reship, so the decision is really about your own money.

This post is written from the seller's side. Most pages ranking for this problem tell the buyer to check the porch and call the carrier. You need to know what to check, what to write, and when to give in.

### What to check before you reply

Do these in order. It takes about five minutes per order.

1. **Open the carrier's tracking page, not just the Shopify status.** Look at the time and location of the "Delivered" scan, and any note such as "left at front door," "mailbox," or "parcel locker."
2. **Compare the delivery location to the address on the order.** Check the street, unit number and zip code. A missing apartment number is a common cause.
3. **Check whether the customer edited the address or used a different shipping name.** Mail rooms and front desks often sort by name.
4. **Look at the date.** A delivered scan that appears before the estimated delivery date deserves a closer look at the scan location.
5. **Screenshot the tracking page and the order address.** You want these saved before anyone asks for them.

If you use [LzyReply](https://lzyreply.com), it pulls the Shopify order's tracking and shipping address when the email comes in, so steps 1 and 2 are already on screen when you draft the reply. You still decide what happens next.

### Template 1: first reply

Send this the same day. Be friendly and specific, and don't accuse anyone of anything. It also starts a written record, which matters later.

> Subject: Re: Order [Order Number], let's find your package
>
> Hi [First Name],
>
> Sorry about this. I checked your order and the carrier shows it as delivered on [Date] at [Time], [Delivery Note, e.g. "left at the front door"], to [Address on Order].
>
> A few quick things to check, since carriers sometimes scan a package as delivered before it actually arrives:
>
> 1. Look around the entrance, porch, garage, and any spot a driver might leave a parcel.
> 2. Ask neighbors, family members, or roommates, and check with your building's front desk or mailroom if you have one.
> 3. Confirm the address above is correct, including apartment or unit number.
>
> Please reply by [Date, e.g. 2 days from now] and tell me what you find. If it still hasn't turned up, I'll work out next steps with you.
>
> [Your Name]
> [Store Name]

### How long to wait before acting

In my stores, I give the customer about two days after my first reply before I put money into a reship. That is my own rule of thumb, not a carrier rule. Packages sometimes surface from a neighbor or a mailroom, and a reship you didn't need is a full extra cost.

Two things shorten that wait: a wrong address on the order, or a scan location that clearly doesn't match the address. In those cases, move to the carrier right away.

For USPS, the FAQ says a Missing Mail search for Priority Mail and Ground Advantage can be filed if ["seven (7) or more days have passed since the date of mailing and the recipient has confirmed the item has not arrived"](https://faq.usps.com/s/article/Missing-Mail-The-Basics). Note that this counts from the mailing date, not the delivery date. Other carriers have their own procedures, so check the carrier's own help pages before you promise the customer anything.

### Template 2: follow-up when they still can't find it

> Subject: Re: Order [Order Number], next steps
>
> Hi [First Name],
>
> Thanks for checking. I'm sorry it hasn't turned up.
>
> Here's what I'm doing on my end: [I've opened a missing mail search with the carrier / I've asked the carrier to review the delivery scan]. I'll update you by [Date].
>
> Two things would help me:
>
> 1. Is the address I have correct? [Address on Order]
> 2. Can you tell me if there's anything unusual about your delivery spot (shared mailbox, parcel locker, front desk)?
>
> If the carrier can't locate it, I'll [send a replacement / refund you], and you won't need to argue the point with anyone.
>
> [Your Name]

Only promise the last line if you mean it. If you haven't decided, cut it.

### Who pays for the reship: POD supplier policies

This is the part buyer-side articles skip. If you fulfill through a POD supplier, a "Delivered" scan usually leaves you holding the cost.

| Supplier | What the published terms say |
|---|---|
| Printful ("Delivered" scan) | The [help center](https://help.printful.com/hc/en-us/articles/360014007100-What-happens-if-a-package-wasn-t-delivered-to-my-customer-but-the-tracking-states-that-it-was-) says that once the carrier marks a package delivered, Printful has "no way to verify the claim that it wasn't received." As a result, it is unable to cover reshipping or refunding the order. |
| Printful (lost in transit) | A different case. Printful [covers reprinting and reshipping](https://help.printful.com/hc/en-us/articles/360014065779-What-if-my-order-is-lost-in-the-mail) only if the carrier considers the order lost and you report it within its reporting window. This does not apply to "Delivered" scans. |
| Printify | Its [terms of service](https://printify.com/terms-of-service/) reserve the right to refuse a free reprint or refund and describe cases being investigated individually by Merchant Support. Treat a free reprint as something to ask for, not something to expect. |

Two more details if you use Printful. Its help center says you are ["welcome to place a new order at your own expense if you choose"](https://help.printful.com/hc/en-us/articles/360014065779-What-if-my-order-is-lost-in-the-mail). And if you ship to the EU, Printful's [policy updates page](https://www.printful.com/policies/updates) lists a September 15, 2026 revision to the Delivery section about when risk of loss transfers for EU orders, so read the current wording.

With Printify, timing matters. Its help center says it keeps customer data [for 30 days after the order is delivered](https://help.printify.com/hc/en-us/articles/6160955788945-Why-is-my-customer-s-name-and-address-no-longer-available-in-the-order-details), and ties that period to notifying them of an issue and requesting a reprint. Treat 30 days after delivery as the real deadline for asking, and raise any support ticket inside that window.

### Reship or refund?

The reship cost depends on the product, so I won't give a figure. It is your base price plus shipping, and you won't get the original sale price back on top of it. Run your own numbers.

My rough rules:

- **Reship** when the address was wrong, the scan location doesn't match, the customer is cooperative, or the item is low cost to replace. It keeps the customer and the sale.
- **Refund** when the customer would rather have the money, the item was time-sensitive (an event or gift date that has passed), or a reship would take longer than they'll wait.
- **Think harder** when the customer is unresponsive, refuses to confirm the address, or has asked for multiple refunds. You are allowed to say no, but say it in writing and politely.

For a longer look at refund logic, see [Handling Refund Requests on Shopify](https://lzyreply.com/blog/handling-refund-requests-shopify/).

A reship goes through production again, and transit comes on top. Ask your supplier for current production times, and tell the customer a realistic window, not the optimistic one. If they will be waiting, [these POD delay scripts](https://lzyreply.com/blog/print-on-demand-shipping-delays/) help.

### Template 3: reship

> Subject: Re: Order [Order Number], replacement on the way
>
> Hi [First Name],
>
> Thanks for your patience. Since the package hasn't turned up, I'm sending a replacement at no cost to you.
>
> It's being made now and should ship within [Production Time]. I'll email the new tracking number as soon as I have it. Please confirm the address once more so it lands in the right place: [Address on Order].
>
> If the original package does show up, you're welcome to keep it.
>
> [Your Name]

Whether you let them keep the original is your call. In my stores, I let them keep it, because paying for a return isn't worth it to me.

### Template 4: refund

> Subject: Re: Order [Order Number], refund issued
>
> Hi [First Name],
>
> I'm sorry the package didn't reach you. I've refunded [Amount] to your original payment method. Depending on your bank, it can take a few business days to show up.
>
> If the package does arrive, let me know and we can sort it out. And if you'd like to reorder, I'm happy to help.
>
> [Your Name]

### Wording that lowers chargeback risk

Shopify lists ["The tracking information confirms delivery, but the customer says they didn't get it"](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-process) as a common product-not-received dispute. I can't promise any wording stops a dispute, but a few habits help.

- **Reply fast and by email.** A prompt, helpful answer gives the customer somewhere to go besides their bank.
- **Contact the customer first.** For these disputes, Shopify's advice is to [get in touch with the customer first to figure out the problem](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons).
- **Keep the thread.** Shopify recommends [keeping communication records, including emails, chat logs, and support tickets](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-process). Keep the conversation in email so it can be exported. Don't move it to DMs.
- **Save your evidence early.** Keep the tracking screenshot, the order address, and the thread in one folder, so you can submit them quickly if a dispute ever arrives.
- **State facts, not suspicion.** "The carrier shows delivery on [Date] to [Address]" reads well to a bank reviewer. "I think you're lying" does not.

### Where an AI draft helps, and where it stops

These emails are repetitive: look up the order, read the tracking, write a calm reply. That is the part LzyReply drafts for you in your brand voice, and by default you review and approve each reply before it sends. It does not issue refunds or cancel orders, and it can't change supplier orders at Printful or Printify. Refunds and reships stay with you, which is where that decision belongs.

If you are building out your templates, [Ecommerce Customer Service Email Templates](https://lzyreply.com/blog/ecommerce-customer-service-email-templates/) and [Customer Support for Print-on-Demand Stores](https://lzyreply.com/blog/customer-support-print-on-demand/) cover the surrounding cases.

### Quick checklist

1. Check the scan time, location and delivery note.
2. Compare it to the address on the order.
3. Send Template 1 the same day.
4. Wait about two days, sooner if the address was wrong.
5. Send Template 2, and start a carrier search if the carrier's rules allow it.
6. Decide: reship or refund, knowing your POD supplier likely won't pay.
7. Save screenshots and the email thread in case of a dispute.
## Package Returned to Sender: What to Reply and Reship

Source: https://lzyreply.com/blog/package-returned-to-sender-reply/

When a package bounces back, do four things in order. Check the tracking to see why it came back. Email the customer to confirm the address (or ask about a refusal). Agree who pays to reship. Then create the reshipment with new postage and send the new tracking.

If you sell print on demand (POD), the reship usually goes through your supplier's dashboard, not through a Shopify label. Details are below.

One note on scope: the carrier specifics in this post are USPS only. If you ship with another carrier, check its own rules. The emails and the Shopify steps still apply.

### Step 1: Find out why it came back

Open the tracking and read the last scans before you write to the customer. The reason decides which email you send.

USPS lists the usual causes in its [Domestic Mail Manual](https://pe.usps.com/text/dmm300/507.htm): an incomplete, illegible or incorrect address, the addressee not being at the address, mail unclaimed, and refusal.

If the package went out with USPS Hold for Pickup, [USPS says](https://faq.usps.com/s/article/Hold-for-Pickup-Service) the item is returned to sender if not picked up within 15 days (5 days for Priority Mail Express).

Check the address on the order too. In my stores, the usual culprit is a typo or a missing apartment number. If the order is still unfulfilled and you are reading this to avoid the problem, see [how to change a shipping address before it ships](https://lzyreply.com/blog/change-shopify-shipping-address-before-shipping/).

### Step 2: Decide who pays before you write

Settle this first, because the customer's first question will be "do I owe anything?"

| Reason | What I ask the customer | Who pays |
|---|---|---|
| Wrong or incomplete address entered at checkout | Confirm the full address | The customer shares the reship cost, or I reship free once as goodwill |
| Carrier error or clear store mistake | Confirm the address | Me |
| Customer refused delivery | Ask why | Depends on the reason. Often I refund minus shipping |
| Unclaimed or not picked up | Ask if they still want it | Usually the customer, if the address was right |

That table is my own approach, not a rule. Pick a policy you can repeat every time, and write it in your shipping policy so the email isn't a surprise.

If you use a POD supplier, your costs may be decided for you:

- **Printful:** its [returns policy](https://www.printful.com/policies/returns) (checked October 2026; the page shows a "last updated" date of June 3, 2022) says that if the address is insufficient for the courier, the shipment returns to its facility. It adds: "You will be liable for reshipment costs once we have confirmed an updated address with you." The policy also says unclaimed shipments go back to its facility and you pay for any reshipment.
- **Printify:** its [terms of service](https://printify.com/terms-of-service/) (checked October 2026) make the merchant responsible for a valid, accurate delivery address. If delivery fails because of a bad address, you can request a reshipment or a cancellation, and you pay for it. Its [help center](https://help.printify.com/hc/en-us/articles/4483625769105-When-is-a-product-eligible-for-a-reprint) says that for a returned order you can place a new manual order for your customer. Treat a free reprint or partial refund as a bonus, not a plan.

So with POD, assume you pay the supplier for the reship. Then decide how much of that you pass on. For the bigger picture, see [customer support for print-on-demand stores](https://lzyreply.com/blog/customer-support-print-on-demand/).

### Step 3: Send the right email

Keep each one short, and ask for one thing only. Placeholders are in brackets.

### Template 1: Confirm the address (bad or incomplete address)

> Subject: Your order [Order #] came back to us
>
> Hi [First name],
>
> Your order [Order #] was returned to us by the carrier because the delivery address was flagged as incomplete or incorrect.
>
> This is the address we have on file:
> [Full address from the order]
>
> Can you reply with the correct full address, including apartment or unit number and ZIP or postal code? Once I have it, I'll send the order again and email you the new tracking number.
>
> [Reship cost line, see Template 4]
>
> Thanks,
> [Your name]

### Template 2: Refused package

> Subject: About your order [Order #]
>
> Hi [First name],
>
> Your order [Order #] was refused at delivery and has come back to us. I wanted to check in rather than assume anything.
>
> Did something go wrong, or was it refused by mistake? If you still want the order, I can send it again. If you'd rather cancel, tell me and I'll explain what I can refund.
>
> [Your name]

USPS defines refusal as ["Mail refused by the addressee at time of delivery."](https://pe.usps.com/text/dmm300/507.htm) The package is on its way back either way, so ask why in a friendly tone. Sometimes it was someone else in the household, and the customer still wants the item.

### Template 3: Unclaimed or not picked up

> Subject: Your order [Order #] wasn't picked up
>
> Hi [First name],
>
> The carrier couldn't deliver your order [Order #] and it was returned to us after it wasn't collected.
>
> Do you still want it? If yes, please confirm the address below is right (or send a better one) and say whether delivery to [pickup point / front door] works for you:
> [Address]
>
> I'll send it again as soon as I hear from you.
>
> [Your name]

### Template 4: The reship cost line

Pick one and paste it into the templates above.

> **You pay:** Because the address on the order was incomplete, shipping has to be paid again to send it. I can send it again for [$X] shipping. Reply "yes" and I'll send you a payment link.

> **Split it:** Returns like this cost me shipping twice. We'll split the [$X] reship cost 50/50. Reply "yes" and I'll send you a payment link for your half.

> **I pay:** This one is on me. I'll reship at no cost, and I'll email you the new tracking as soon as it's on its way.

If the customer wants a refund instead, see [handling refund requests on Shopify](https://lzyreply.com/blog/handling-refund-requests-shopify/). For more wording you can reuse, there are [ecommerce customer service email templates](https://lzyreply.com/blog/ecommerce-customer-service-email-templates/) and the [delivered but not received templates](https://lzyreply.com/blog/package-delivered-not-received-reply/).

### Step 4: Reship from Shopify (non-POD or self-fulfilled)

Don't try to reuse the original label. USPS says returned mail, [when sent again](https://faq.usps.com/s/article/Return-to-Sender-Mail), should go "in a separate (new) envelope with new postage". For international shipments, USPS likewise says [new postage must be applied](https://pe.usps.com/text/imm/immc7_024.htm).

Here is the Shopify flow:

1. Go to **Orders** and open the original order.
2. Click **Duplicate**. [Shopify](https://help.shopify.com/en/manual/fulfillment/managing-orders/create-orders/create-draft) creates a draft order with the same line items and customer information.
3. Update the shipping address to the confirmed one.
4. Check the totals. Shopify notes that "Discounts and shipping rates aren't duplicated in the draft order." If you are covering the reship, add a discount yourself so the draft total is $0 and the customer isn't charged again.
5. Send an invoice, accept payment, or save it as a draft, depending on who is paying.
6. Buy a new label and add the new tracking number to the order. Shopify's [label troubleshooting page](https://help.shopify.com/en/manual/fulfillment/fulfilling-orders/shipping-labels/buying-labels/troubleshooting-labels) says to buy a replacement label and add the new tracking number.

If you want to try to recover the cost of the original label and it can't be voided, Shopify says to contact Shopify Support to request a refund or credit. Eligibility depends on the carrier service and the label's status.

### Step 5: Reship with Printful or Printify

For POD, the item is usually back at the supplier or still with the carrier, not on your shelf. Printful's policy says unclaimed returns are donated to charity after 30 days. Treat that as a deadline, not free storage, and plan to reorder rather than wait for the item to come back to you.

**Printful steps**, from its [help article](https://help.printful.com/hc/en-us/articles/360014066499-My-order-is-being-returned-to-sender-what-should-I-do) (checked October 2026):

1. Go to Dashboard, then Returns.
2. Click the returned order.
3. Choose Change address and enter the new address.
4. Pick a delivery method.
5. Confirm.

**Printify:** place a new manual order for the customer, as its help center describes. If Printify does grant a reprint, its [issue reporting article](https://help.printify.com/hc/en-us/articles/4483601288337-How-can-I-report-an-issue-with-my-order) (checked October 2026) says there will be a new order ID and tracking number, so send the customer that new number.

My rule is to keep the Shopify order as the customer record and add a note with the reason it returned and what you paid for the reship. Do the supplier reorder in the POD app.

### Step 6: Send the new tracking

> Subject: Your order [Order #] is on its way again
>
> Hi [First name],
>
> Thanks for confirming your address. Your order has shipped again, to:
> [Confirmed address]
>
> Tracking: [Tracking number and link]
>
> Please allow [X] business days for delivery. If anything looks off, reply here.
>
> [Your name]

### Where LzyReply fits

The slow part of a returned package is the lookup: find the order, check the address and tracking, then write a careful reply. LzyReply reads the customer's Shopify order (status, tracking, items, shipping address) and drafts a reply in your brand voice. You review and approve it before it sends.

It can update a shipping address only while an order is not yet fulfilled, so it won't fix a returned parcel. The reship and any supplier reorder stay with you, and it never issues refunds or cancels orders on its own.

### Quick checklist

- Read the tracking and find the reason for the return.
- Check the address on the Shopify order.
- Email the customer with one clear question.
- Decide who pays and say it plainly.
- Duplicate the order, buy new postage, add the new tracking (or reorder through your POD app).
- Email the customer the new tracking number.
## Wrong Item Received Email Template for POD Sellers

Source: https://lzyreply.com/blog/wrong-item-received-email-templates/

When a customer says they got the wrong item, the first job is to find out whose mistake it was. Compare the line items on the Shopify order with the customer's photo. If the order says Large and the tag says Medium, the supplier made the error. If the order says Small and the shirt is a Small, the customer picked the wrong size.

The two cases need different replies and different money decisions. With print-on-demand, you can't send a replacement from a shelf. Every replacement is a new production run, and the supplier only covers it when they caused the problem. Below is the triage checklist, then a template for each outcome.

### Step 1: Compare the order to the photo

Ask for a photo first, before you promise anything. Printify asks for ["A photo of the product that was received, with the size tag clearly visible"](https://help.printify.com/hc/en-us/articles/4483601288337-How-can-I-report-an-issue-with-my-order) for a wrong product claim, so ask for that from the start. Printful's own blog also tells sellers to [ask the customer for photos of the incorrect item](https://www.printful.com/blog/top-5-printful-policies-your-store-should-copy) before filing.

Then open the Shopify order and check three things:

1. **The variant ordered.** Size, color and any other option on the line item.
2. **The product ordered.** Did they order the design they are holding?
3. **The photo.** Does the size tag, color and design match the line item?

That gives you four outcomes:

| What you see | What it means | What you do |
|---|---|---|
| Photo does not match the order line | Supplier error | File a claim, replace or refund |
| Photo matches the order line, customer wanted another size or color | Customer ordering error | Decline, discount or offer a paid exchange |
| Size tag is correct but the fit is off | Possible sizing deviation | Measure against the size chart |
| Design is misprinted (wrong placement or colors) | Production defect | See the [damaged item templates](https://lzyreply.com/blog/damaged-item-email-templates/) |

If you use LzyReply, it reads the order's items and shipping details from Shopify and drafts the reply for you to approve. It does not contact your POD supplier, so you file any claim yourself.

### Template 1: Ask for a photo (use for every complaint)

> Subject: Re: Wrong item on order [Order Number]
>
> Hi [First Name],
>
> I'm sorry this isn't what you expected. I want to sort it out quickly.
>
> Could you send me two photos? One of the item itself, and one close-up of the size tag (the label inside the collar or seam). I'll compare them with your order, which shows [Product Name] in [Size/Color].
>
> As soon as I have them I'll tell you exactly what I can do.
>
> [Your Name]
> [Store Name]

Don't offer a refund or replacement in this first reply. You don't know yet whether the supplier will cover it.

### Template 2: Supplier sent the wrong thing

Use this when the photo clearly differs from the order. You are at fault from the customer's point of view, so fix it fast and don't ask for proof of anything else.

> Subject: Re: Order [Order Number]: we got this wrong
>
> Hi [First Name],
>
> Thanks for the photos. You're right. You ordered [Product Name] in [Ordered Size/Color] and you received [Received Size/Color]. That was our production error, not yours.
>
> I'm [sending a replacement in the correct size and color / refunding your order in full]. [You don't need to send the wrong item back. / Please keep the wrong item until I send return instructions.] You'll get a tracking email as soon as the replacement ships, usually within [Production Time] days of production plus shipping time.
>
> Sorry for the hassle.
>
> [Your Name]

Fill in the bracketed return line based on your supplier's rules. For misprinted or wrong items, [Printful says the customer doesn't need to send the item back](https://help.printful.com/hc/en-us/articles/360014006840-How-are-returns-handled-for-quality-issues-vs-customer-change-of-mind). Check your own supplier's rules before promising the same thing.

### Filing the reprint claim with your supplier

The supplier won't act on its own, so file the claim yourself. Watch the deadlines:

- **Printful:** [claims must be submitted within 30 days of receiving the product](https://help.printful.com/hc/en-us/articles/50263898892561-How-long-do-I-have-to-submit-a-return-or-exchange-claim). A free reshipment or refund is available when [the design was misprinted, and "wrong item" is listed as an example](https://help.printful.com/hc/en-us/articles/360014006840-How-are-returns-handled-for-quality-issues-vs-customer-change-of-mind). This applies to Printful errors only.
- **Printify:** an incorrect product may qualify for a free reprint, and [product issues must be reported within 30 days of delivery](https://help.printify.com/hc/en-us/articles/4483625769105-When-is-a-product-eligible-for-a-reprint). In your dashboard, open the order, use Submit issue on the product, and [choose Request refund or Request reprint](https://help.printify.com/hc/en-us/articles/4483601288337-How-can-I-report-an-issue-with-my-order).

The 30-day clock is why Template 1 should go out the same day the complaint arrives. A customer who takes a week to find a photo uses up your window, not theirs.

Keep the customer's photo, the order number and the line item details together. You'll need them when you file.

### Template 3: The customer ordered the wrong size

Here the photo matches the order line. The supplier made exactly what was ordered, and they won't cover it. Printful says it [doesn't accept returns or exchanges for "buyer's remorse, wrong size, or wrong color"](https://help.printful.com/hc/en-us/articles/360014006840-How-are-returns-handled-for-quality-issues-vs-customer-change-of-mind). Printify's help center says there is no free reprint when the [product was received as ordered but the customer would prefer a different size or color](https://help.printify.com/hc/en-us/articles/4483625769105-When-is-a-product-eligible-for-a-reprint).

So any exchange comes out of your margin. Printful's return policy says [size exchanges are offered at your expense and discretion](https://www.printful.com/policies/returns). That means you decide what to offer. Here is a polite version that declines the free replacement and stays friendly:

> Subject: Re: Order [Order Number]
>
> Hi [First Name],
>
> Thanks for the photos, and sorry the fit isn't right. I checked your order: it was placed for [Product Name] in [Size], and that's what was printed and shipped. So this wasn't a mix-up on our end.
>
> Because every item is made to order after you buy it, I can't offer a free exchange or return for size changes.
>
> What I can do: [Option A: offer [Discount Code] for [Seller's Discount] off a new order in the size you need. / Option B: offer a replacement in [New Size] at [Reduced Price], which covers the cost of production and shipping.]
>
> If that works for you, just reply and I'll set it up.
>
> [Your Name]

The discount amount or reduced price is up to you. No supplier or platform sets it. Decide on a rule once (for example, a fixed percentage off a reorder) and use it every time. Consistency stops you from relitigating each case.

A few details that affect this reply:

- **Check your own policy.** If your Shopify store allows more returns than the supplier covers, [Printful says you pay for those returns](https://help.printful.com/hc/en-us/articles/21338193850268-What-should-I-know-about-return-policies-when-selling-on-different-platforms). In Shopify, you can [mark products or collections as final sale](https://help.shopify.com/en/manual/fulfillment/managing-orders/returns/return-rules) under Settings > Policies.
- **Not every POD product is custom.** Printful's January 2023 update says [pre-designed, non-customizable products can be cancelled and returned](https://www.printful.com/policies/updates). Check the product type before you say "we can't accept returns."
- **If you offer an exchange in Shopify,** the self-serve returns tool lets you [add exchange items and discount them](https://help.shopify.com/en/manual/fulfillment/managing-orders/returns/self-serve-returns/management). Return labels made in Shopify [only work when both addresses are in the US](https://help.shopify.com/en/manual/fulfillment/managing-orders/returns/self-serve-returns/management).

### Template 4: The size is correct but the fit looks off

Sometimes the tag says Medium, the order says Medium, and the customer still insists it's wrong. Printify says [small deviations of less than 1 inch from the size guide measurements](https://help.printify.com/hc/en-us/articles/4483625769105-When-is-a-product-eligible-for-a-reprint) don't qualify for a free reprint. For a real manufacturing sizing defect, it asks for [a photo of the item measured against the catalog size chart](https://help.printify.com/hc/en-us/articles/4483601288337-How-can-I-report-an-issue-with-my-order).

> Subject: Re: Order [Order Number]
>
> Hi [First Name],
>
> The tag on your item matches the size you ordered. If it feels noticeably different from the size chart, could you lay it flat and send a photo with a tape measure showing [Measurement, e.g. chest width]?
>
> I'll compare it with the size chart on the product page ([Size Chart Link]). If it's off, I'll take care of it. If it's within the normal range, I'll let you know what options I can offer.
>
> [Your Name]

If the measurements are well off the chart, treat it as a supplier error and use Template 2. If they are close, use Template 3.

### One Shopify detail that affects your records

If you refund before creating a return, [you can't create a return for that order afterward](https://help.shopify.com/en/manual/fulfillment/managing-orders/refunding-orders). Returns can [only be created for fulfilled items that haven't been refunded](https://help.shopify.com/en/manual/fulfillment/managing-orders/returns/creating-returns).

Also, [a refund without a return doesn't record a return reason](https://help.shopify.com/en/manual/fulfillment/managing-orders/returns/creating-returns). If you want to see how often "wrong item" and "wrong size" happen, keep your own note of the cause on each case. Over time that shows you whether a particular product or supplier is the problem, or whether your size chart needs to be clearer.

For the money side of these decisions, see [handling refund requests](https://lzyreply.com/blog/handling-refund-requests-shopify/). For the broader returns flow, see [automating returns and exchanges](https://lzyreply.com/blog/automating-returns-exchanges-shopify/).

### If you sell to customers in the EU

The EU Consumer Rights Directive gives consumers [14 days to withdraw from a distance contract](https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX%3A02011L0083-20260927), unless an Article 16 exception applies. Those exceptions are listed in the same directive text, and one of them concerns goods made to the consumer's specifications. The European Commission's guidance describes those as [non-prefabricated goods made on the basis of an individual choice of or decision by the consumer](https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=OJ:C:2021:525:FULL).

That exception is about withdrawing because you changed your mind. It doesn't cover receiving the wrong item. If the supplier sent the wrong size or color, the consumer advice body [ECC Netherlands says the seller should bear the costs](https://www.eccnederland.nl/en/template-letters/wrong-product-delivered). So for supplier errors, don't hide behind "made to order" in the EU. Use Template 2.

### A quick rule for your inbox

1. Same day: send Template 1 and ask for the photo and size tag.
2. Compare the photo with the Shopify order line.
3. Mismatch: Template 2, then file the claim within 30 days.
4. Match: Template 3, with your standard discount or paid exchange.
5. Unclear fit: Template 4, then decide.

Replying fast matters as much as the wording. For more on handling these tickets in a POD store, see [customer support for print-on-demand stores](https://lzyreply.com/blog/customer-support-print-on-demand/).