Item arrived broken. Ship replacement, no return required.

Channels: email

Hi {{first_name}},

Ugh, sorry it arrived like that. Not the unboxing experience we want.

Replacement shipping today, free expedited (ETA {{new_eta}}). Keep the damaged one, please don't bother with the return shipping.

If you can, snap a quick photo of the damage and reply with it. Helps us push back on {{carrier_name}} for handling.

{{agent_name}}

Related templates

Lost package: replacement

Tracking shows delivered but customer never received. Send replacement.

Partial refund offered

Item received with minor defect; full refund not warranted.

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