A delivery arrived damaged and the investigation needs proportionate evidence without asking the customer to take unsafe steps.
The useful bits
- Order and delivery reference
- Evidence required by the review team
- The response should provide safe, relevant observations or explain why a requested check cannot be completed.
Before you write
Use this example when a delivery arrived damaged and the investigation needs proportionate evidence without asking the customer to take unsafe steps. Gather the details below so the recipient can act without asking you to reconstruct the situation.
- Order and delivery reference
- Evidence required by the review team
- Safe submission and handling instructions
An email you can adapt
The subject “Damage review information for order [reference]” identifies the request. Replace each bracketed field with a checked detail and remove any sentence that does not describe your situation.
Subject: Damage review information for order [reference] Hi [name], I am sorry to hear about the damage to [item]. Please share [specific evidence] through [approved route] if it is safe to do so. Include the order reference and delivery date, but do not handle sharp, leaking or otherwise unsafe material for a photograph. [Owner] will review the available information and explain the next step. Please preserve relevant packaging where the approved process requests it and it is safe. Best, [sender]
Check the boundary
Safety takes priority over obtaining a perfect image, and a request for evidence does not itself decide responsibility.
What a useful reply should settle
The response should provide safe, relevant observations or explain why a requested check cannot be completed.
Let the authorized review team determine the next action from the evidence actually available.
About this guide
Prepared with AI assistance for the BITTU Mail editorial library. Check important details against your original messages and current account settings. Product access depends on your role, plan and provisioning state. Provider interfaces and requirements can change.
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