Damaged Item Support for Online Stores

Hi [客户名], I’m very sorry that your item arrived damaged. We understand how disappointing this is and will do our best to make it right.

Thank you for letting us know, [客户名]. Please accept our sincere apologies for the condition of your order [订单号].

We’re sorry for the inconvenience caused. Your experience matters to us, and we will review this as quickly as possible.

I can see why this would be frustrating. Please give us a chance to resolve the issue with a suitable solution for you.

To help us assess the damage, please send clear photos of the item, the outer packaging, and the shipping label for order [订单号].

Please include a photo showing the damaged area clearly, along with the product label if available. This will help us arrange the next step faster.

Once we receive the requested photos, we will review them within [处理时限] and contact you with the available options.

After verification, we can offer [补救方案]. Please let us know which option you would prefer.

We have approved a replacement for order [订单号]. The new parcel will be sent to the original delivery address, and we will share the tracking number once dispatched.

To proceed with a damage claim, we need the requested photos within [处理时限]. Without them, we may be unable to verify the issue with our shipping partner.

Please keep the damaged item and all original packaging until the case is closed. They may be required for review or return instructions.

We can only arrange a replacement or refund after the damage has been verified for order [订单号]. Thank you for your cooperation with the review process.

If the item was damaged after delivery or has been used, please provide photos and a brief description of what happened. The final resolution will depend on the review results.