Concern About a Recent Order

Read the situation – Answer the question – Plan – Write your letter.
The following situation is a guide. Feel free to replace it with your own words.

Summary of the Situation

A customer recently placed an online order but received the wrong item. They are now contacting customer support to find out how to return it and receive the correct product. You work in customer service and need to reply with a polite, professional message that explains what to do next and reassures the customer that the issue will be resolved quickly.

Audio Block

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Email Received

Subject: Concern About a Recent Order

Dear Customer Support,

I recently placed an order and received the wrong item. I’d like to know how to return it and get the correct one. Please advise on the next steps.

Thank you,
[Customer Name]

Your Response

Subject: Re: Concern About a Recent Order

Dear [Customer Name],

[Write your email here.]

Best regards,
[Your Name]
Customer Support Team

Checklist Before Submitting

Did you thank the customer for their message?
Did you apologize for the inconvenience?
Did you clearly explain the return or replacement steps?
Did you close your email politely and professionally?

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