Should we send the part or replace the whole product?

Send the part when you stock it: it ships faster and costs less. Replace the whole item when the part cannot be sold on its own.

Why ask for a photo of the box contents?

It confirms what arrived and catches parts tucked into packaging. It also shows the warehouse where the packing check slipped.

Can Aide tell a missing part from a missing item?

Aide sees every item and shipment on the order. That lets it tell an item still to ship from a part missing out of a box that arrived.

Missing parts email template

A piece is missing from the box.

Confirm which part, check it is not tucked in the packaging, and get the missing piece moving the same day.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

Missing parts are pieces that should come with a product, such as a cable, lid, screw set or manual, but were not in the box. Confirm which part is missing, ask the customer to check the packaging, and send the piece rather than the whole product when you can.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailSending the part

Subject: The missing part for order.name

Hi customer.first_name, I am sorry the part was missing from your item. It is worth a quick look under the insert or inside any smaller boxes, as small parts sometimes hide there. If you still cannot find it, there is nothing more you need to do. We are sending the part by shipping method, and a tracking email follows once it leaves us.

ChatShort reply

I am sorry something was missing from order.name. Could you tell me which part is missing, and send a photo of everything that came in the box? Our team will send the missing piece out to you.

Internal noteBefore you reply

Missing part on order.name: part for item. Photo of contents: yes / no. Send the part alone if stocked; if not, a replacement of the item from the order. Tell the warehouse so the packing check catches it.

When to use

The customer says a part, cable or accessory is missing from the box. Not when a whole item from the order is missing.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

Something is not in the boxA message like “No charger in the box” matches your missing parts topic.

The box has arrivedOrder exists is true, with shipment status delivered.

A whole item missing?An item left out of the order is different: check for a split shipment first.

Example conversation

Customer

The teapot from #1076 came without the infuser basket.

Aide

I am sorry something was missing from #1076. Could you send a photo of everything that came in the box, so our team can check the packing? They will send the infuser basket out to you, usually within 2 business days.

Customer

Here you go.

✓Missing part flagged for your team · Order #1076

Frequently asked questions

: Send the part when you stock it: it ships faster and costs less. Replace the whole item when the part cannot be sold on its own.
: It confirms what arrived and catches parts tucked into packaging. It also shows the warehouse where the packing check slipped.
: Aide sees every item and shipment on the order. That lets it tell an item still to ship from a part missing out of a box that arrived.

Split shipmentThe order ships in more than one package.Email · Chat · Internal note Damaged itemThe order arrived broken or unusable.Email · Chat · Internal note Defective productIt worked at first, then failed.Email · Chat · Internal note Warranty claimA fault within the warranty period.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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