Handling Incorrect Items Received on WhatsApp

Hi [客户名], we’re very sorry that you received the wrong item in order [订单号]. We understand how disappointing this is, and we’ll do our best to put it right quickly.

Thank you for letting us know, [客户名]. Could you please send us a clear photo of the item you received, including its label or packaging? This will help us arrange the right solution without delay.

We sincerely apologize for the mix-up. Once we confirm the item received, we can arrange a replacement with [正确商品] or discuss another option that works for you.

We appreciate your patience while we look into this. Please keep the item and all original packaging for now, as we may need them for the return arrangement.

To verify the issue for order [订单号], please send photos of the item received, the outer parcel, and the shipping label. Please make sure the details are readable.

After we receive the requested photos, we will review them within [处理时限] and confirm whether we will send [正确商品] or provide [补救方案].

We have confirmed that the item sent does not match your order. We can ship [正确商品] to [收货地址]. Please confirm that this address is still correct.

A return is required before we can complete the replacement. We will provide [退货方式] and return instructions. Please send the item back unused and with its original packaging where possible.

We can proceed only after receiving the photos requested for order [订单号]. Without evidence of the item and parcel label, we are unable to verify the wrong-item claim.

Please do not use, alter, or dispose of the item while this case is under review. The item must remain in resalable condition for a return or replacement to be approved.

The return must be sent using [退货方式] by [退货截止日期]. If it is not shipped by that date, the replacement request will be closed.

We can replace only the item originally ordered, [正确商品]. We’re unable to exchange it for a different product, color, or size through this wrong-item case.