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How to Respond When You Ship the Wrong Item

· 4 min read

Shipping the wrong item frustrates customers—especially when they need it for a time-sensitive event. This guide shows you how to fix the mistake quickly, arrange expedited shipping, and make returns painless.

Example Customer Complaint​

Subject: Wrong product sent - Order #44291

Hello,

I received my order today but you sent me the completely wrong item. 
I ordered a Medium Blue Sweater (SKU: SW-BLU-M) but received a Large 
Red T-Shirt instead.

I need the sweater for an event next weekend. Can you please send the 
correct item ASAP with expedited shipping? And do I need to return 
this wrong item?

This is really frustrating as I've been waiting 10 days already.

Thanks,
David

Casee.io Analysis: Automatic Case Classification​

When you paste David's message into Casee.io, the AI instantly analyzes and categorizes the case:

📋 Case Summary:

  • Regarding: Wrong item received in order
  • Priority: High
  • Categories: Wrong Item Received, Shipping Issue

Key Issues Identified​

Casee.io breaks down the complaint into 2 specific issues that need addressing:

Issue 1: Wrong Item Sent​

Customer's concern:

"I received my order today but you sent me the completely wrong item. I ordered a Medium Blue Sweater (SKU: SW-BLU-M) but received a Large Red T-Shirt instead."

Suggested response:

I am so sorry to hear that you received a Large Red T-Shirt instead of the Medium Blue Sweater you ordered. This is definitely not the experience we want you to have, and I understand how frustrating this must be, especially with an event coming up.

We will ship the correct Medium Blue Sweater to you immediately with expedited shipping. Regarding the incorrect item, we will send you a prepaid return label in a separate email so you can send it back to us at no cost to you.

Issue 2: Cumulative Delay Frustration​

Customer's concern:

"This is really frustrating as I've been waiting 10 days already."

Suggested response:

I also want to apologize for the delay in receiving your order. I understand it's frustrating to wait, and we're working hard to make sure this is resolved quickly for you.

Complete Email Response​

Casee.io also generates opening and closing paragraphs to frame your response:

Opening (AI-Generated):​

Hello David,

Thank you for reaching out to us about your recent order. I understand 
you received the wrong item and are concerned about getting the correct 
one in time for your event.

Body (Combine Issue Responses):​

You can now copy and paste each suggested response, editing as needed to add specific tracking numbers and expedited shipping details.

Closing (AI-Generated):​

We appreciate your patience and understanding as we work to resolve 
this for you. Please let us know if you have any other questions.

Why This Approach Works​

✅ Acknowledges the specific error - Shows you reviewed the details (SKU, size, color)

✅ Addresses time sensitivity - Recognizes the upcoming event deadline

✅ Offers expedited shipping proactively - No need for customer to ask again

✅ Makes return hassle-free - Prepaid label removes friction

✅ Validates cumulative frustration - Acknowledges 10-day wait + wrong item

Common Wrong Item Scenarios​

Scenario A: Customer needs item urgently​

Add: "I've upgraded your shipping to next-day delivery at no charge. You should receive the correct sweater by [specific date]."

Scenario B: Wrong item has higher value​

Add: "Please keep the Red T-Shirt as our apology—no need to return it. Your correct Blue Sweater is on the way."

Scenario C: Multiple items wrong in one order​

Add: "I've verified all remaining items in your order and will personally ensure they're correct before shipping."

How to Use Casee.io for Shipping Errors​

  1. Paste the customer's message into Casee.io
  2. Review the analysis - Check SKUs, sizes, colors mentioned
  3. Copy suggested responses - Use the itemized responses for each concern
  4. Add logistics details - Tracking number, delivery date, return instructions
  5. Follow up - Confirm delivery of correct item

Try It Yourself​

Want to fix shipping mistakes faster without adding customer frustration? Try Casee.io free →

Paste your customer message and get instant analysis with proactive, solution-focused response suggestions.