What to gather before you write
- Order number, delivery date, and the item name or model.
- Photos showing the whole item, the damage, the packaging, and the shipping label.
- The seller’s written refusal and the reason it gave.
- Your original report of the damage and any return instructions already received.
What to do next
Preserve the delivery record
Save receipts, photos, and messages before packaging or support history is lost. Review the seller’s return policy and deadlines. Keep copies of anything you send and retain the originals.
Address the reason for refusal
If the seller says the item was delivered intact, point to the photos and the date of your first report. If it says the order cannot be found, supply the order number. Respond to the actual reason instead of resending a general complaint.
Ask for a review and a clear return process
State whether you want a refund or a replacement. If the first agent cannot resolve it, ask for a supervisor’s review. Request written instructions about where to return the item and who is expected to pay shipping before arranging a return.
An email you can make your own
Copy this template into your email app and replace the bracketed details with your own facts. Remove anything that does not apply, and check every date and amount before sending.
Subject: Review requested — damaged delivery, order [number] Hello [company] support, My order [number] for [item] arrived on [date] with [brief description of damage]. I reported this on [date], under reference [ticket number]. Your response on [date] declined my refund because [stated reason]. Please review the attached [photos or other records], which show [specific relevant fact]. I am requesting [refund amount or replacement]. If you need the item returned, please provide written return instructions and confirm the shipping arrangements. Please reply by [requested response date] with your decision or explain what additional evidence you need. Thank you, [name]
If it is still unresolved
If the seller maintains the refusal, ask for its final explanation in writing. You can review the marketplace’s own resolution process if you bought through one. For outside consumer-help options, see the FTC resource below; availability depends on your situation.
Common questions
Should I throw away the packaging?
Keep it while the issue is being reviewed if you can. Photograph it and ask whether the seller needs it for inspection or return. Do not put yourself at risk handling a damaged or unsafe product.
What if the seller offers store credit?
Decide whether that resolves the problem for you. If you want a refund instead, state that clearly and ask for the reason it is unavailable. This guide does not determine what remedy you are legally entitled to.
Further reading
FTC: Returns, refunds, and other resolutionsThese templates are written by Zendle. This is general information, not legal advice; your options depend on the facts and applicable terms and law.