What is the difference between defective and damaged?

Damaged items arrive broken, usually from shipping. Defective items fail in normal use because of how they were made, which is usually a warranty matter.

Should we ask the customer to troubleshoot first?

Yes, if one step fixes a lot of cases, such as a reset. Keep it to one step and offer the replacement straight after, so it does not feel like a stall.

Can Aide suggest troubleshooting steps?

Yes. Aide replies from your help articles and other knowledge, so the fix written there is the one it suggests.

Do we need the defective item back?

For expensive items, often yes, to check the fault or send it to the supplier. For cheap ones, many stores ask for a photo and let the customer dispose of it.

Defective product email template

It worked, then it stopped.

Apologise, try the one fix that solves most cases, and collect what your team needs to replace or refund it.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A defective product works at first and then fails in normal use, unlike an item that arrives damaged. Apologise, suggest the quick fix from your help articles if there is one, and ask for a photo or video so your team can choose a replacement or a refund.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailTroubleshoot first

Subject: Help with your item

Hi customer.first_name, I am sorry the item from order.name has stopped working properly. Before anything else, could you try this: the quick fix, such as a full reset or a different outlet? It solves the problem more often than you would think. If it still is not right, reply with a short video of what happens. Our team will then decide on a new one or your money back within 2 business days.

ChatShort reply

I am sorry your item from order.name is not working as it should. Could you send a photo or a short video of the problem? Our team will review it and come back to you with a fix.

Internal noteBefore you reply

Defect reported on order.name: item, fault. Delivered: date. Troubleshooting tried: yes / no. Under warranty: yes / no. Decide: replacement, refund or repair. Log the fault for whoever owns the product.

When to use

The customer says a delivered item worked at first and then stopped working. Not when it never worked at all.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

A fault after useThe defective product topic matches, as in “The light just flickers now”.

Delivered and in useThe order exists, and its shipment status is delivered.

Broken on arrival?Send the damaged item template instead when it never worked at all.

Example conversation

Customer

The candle warmer from #1059 worked for two weeks and now the light just flickers.

Aide

I am sorry your candle warmer from #1059 is not working as it should. Could you send a photo or a short video of the problem? Our team will review it and come back to you with a fix, usually within 2 business days.

Customer

Video attached.

✓Fault video passed to your team · Order #1059

Frequently asked questions

: Damaged items arrive broken, usually from shipping. Defective items fail in normal use because of how they were made, which is usually a warranty matter.
: Yes, if one step fixes a lot of cases, such as a reset. Keep it to one step and offer the replacement straight after, so it does not feel like a stall.
: Yes. Aide replies from your help articles and other knowledge, so the fix written there is the one it suggests.
: For expensive items, often yes, to check the fault or send it to the supplier. For cheap ones, many stores ask for a photo and let the customer dispose of it.

Warranty claimA fault within the warranty period.Email · Chat · Internal note Damaged itemThe order arrived broken or unusable.Email · Chat · Internal note Item not as describedIt does not match the product page.Email · Chat · Internal note Missing parts or accessoriesA part, cable or piece is not in the box.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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