Seller: Offer Replacement or Refund (Faulty on Arrival)

Subject: Re: Issue with your order – [Order number] – [Item title]

Hi [Buyer name],

I’m sorry to hear there’s an issue with the item. I want to resolve this quickly.

Could you please send:

• A photo/video showing the fault
• A photo of the packaging (if damaged)
• A brief description of what happens when you try to use it

Once I have that, I can offer one of the following:

• Replacement (if available), or
• Return for a full refund

Please let me know which option you prefer and I’ll arrange the next steps via the platform.

Kind regards,
[Your name / shop name]