Support Reply: Product Defect
Support reply
Annoyed customer
Supportive
✘ Original Message
Dear Customer, Thank you for contacting us about the issue with your product. We're sorry to hear you're experiencing problems. We'd like to gather more information to help resolve this. Could you please provide your order number and a description of the defect? Once we have this information, we'll be happy to process a replacement or refund. Thank you for your patience. Best regards, Customer Support
✔ Best Rewrite
Hi [First Name], I'm sorry the [Product] arrived damaged--that's not the experience we want. I looked up your order (#[number from context]) and I've already shipped a replacement. Tracking: [link]. Arrives by [Date]. No need to send the defective one back. If you can, recycle it locally. If the replacement has any issues, reply here and I'll make it right. [Your Name]
Micro-Yes Line
“Reply if you need anything else.”
Why This Lands Better
- Proactively looked up order (no back-and-forth)
- Already shipped replacement--no waiting
- Hassle-free return policy
- Specific arrival date sets expectations
- Clear escalation path (reply here)
#support#product#defect#e-commerce
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