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Item not as described response

When the item does not match the listing.

Find out exactly what differs, check it against your product page, and fix real mismatches without making the customer argue.Updated · By Ziyad Basheer
Use this template freeSee the template

Short answer

An item not as described differs from its listing in colour, size, material or features, which makes it the store's mistake rather than a change of mind. Ask what differs, check the product page, and if it truly does not match, take it back for free or refund it.

The templates

Fills in from Shopify, with a fallbackYours to fill in
EmailIt does not match
Subject: About your item from order.name
Hi customer.first_name, Thank you for telling us, and I am sorry the item is not what our product page led you to expect. You are right that it should be the listed detail, such as waterproof. We will make it right: we will email a prepaid return label and refund you in full once it is on its way back / you can keep it and we will refund you in full. We are also correcting the product page so this does not happen to anyone else.
ChatAsk what differs
Sorry it is not what you expected. Could you tell me what is different from the product page, and send a photo if you can? I will pass it straight to our team so they can put it right.
Internal noteBefore you reply
Not as described on order.name: item. Customer says: difference. Listing says: what the page claims. If the listing is wrong, approve a free return or refund and fix the page today.

When to use

The customer says a delivered item does not match its product page or photos. Not when a different product was sent by mistake.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

Not what they sawThe item not as described topic matches “It looks nothing like the photos” and similar.
They have it in handShipment status is delivered for the order they wrote about.
Wrong product entirely?Use the wrong item template when a different product was sent.

Example conversation

Customer
The jacket from #1081 was listed as waterproof but it soaked through in light rain.
Aide
I am sorry, that is not what you should get from a jacket we describe as waterproof. Could you tell me roughly how long you were out, and send a photo of the label inside? I will pass it straight to our team, who will sort out a free return or a refund.
Customer
About 20 minutes. Photo attached.
✓Product details compared · Handed to your team · Order #1081

Frequently asked questions

A real difference from the listing: the wrong material, a missing feature, a size far from the chart. A colour that looks a little different on screen is usually treated as a change of mind.

The store. The listing was wrong, so the customer should not pay to put it right.

Yes. Aide reads your synced Shopify product details and your knowledge, so it can compare what the customer describes with what you listed.

A wrong item is a picking mistake: a different product or size was sent. Not as described means you sent the right product, but the listing promised something it does not have.

Related templates

Wrong item receivedA different product, size or colour arrived.Email · Chat · Internal noteDefective productIt worked at first, then failed.Email · Chat · Internal noteReturn requestThe customer wants to send an item back.Email · Chat · Internal noteReturn shipping costWho pays to send a return back.Chat

Related

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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