How To Write an Email For Online Shopping

Are you unsure about how to write an email for online shopping? In this article, we’ll provide you with a step-by-step guide on what to do before writing the email, what to include in the email, and even provide you with customizable email templates. So, let’s get started!

What To Do Before Writing the Email

Before you start crafting your email, there are a few actions you should take and information you need to gather:

  • Research the company: Familiarize yourself with the online retailer you’re contacting. Find out their policies, return/exchange processes, and any specific contact information they may require.
  • Gather order details: Make sure you have all the relevant order details at hand, such as order number, product name, date of purchase, and any other specifics related to your inquiry or concern.
  • Review the website FAQs: Check the retailer’s website for frequently asked questions (FAQs) related to your concern. This can help you address common issues before reaching out via email.

What to Include In the Email

When writing your email for online shopping, include the following parts:


Start your email with a polite greeting and introduce yourself briefly. State your purpose for contacting the retailer in a concise manner.

Order Details

In this section, provide all the necessary order details, such as the order number, purchase date, item name, and any other relevant information related to your inquiry. This helps the retailer identify your order quickly.

Issue or Concern

Clearly explain the issue or concern you are facing regarding your online shopping experience. Be specific and provide any supporting evidence or documentation if necessary. Try to keep this section concise yet informative.

Action Expected

Specify the action you expect from the retailer. Whether it’s a refund, replacement, exchange, or any other resolution, clearly state what you are seeking to resolve the issue effectively.


End your email with a polite closing, expressing your appreciation for their attention to the matter. Provide your contact information, such as your name, phone number, and email address for easy communication.

Email Templates for Online Shopping

General Issue Email

Greetings [Retailer’s Name],

I hope this email finds you well. I recently made a purchase from your online store and wanted to discuss an issue I encountered.

Order Details:

  • Order Number: [Your Order Number]
  • Purchase Date: [Date of Purchase]
  • Item Name: [Product Name]

[Explain your issue or concern in detail, including any relevant evidence or documentation.]

[Clearly state the resolution you are seeking from the retailer, whether it’s a refund, replacement, or another appropriate action.]

Thank you for your attention to this matter. Please feel free to reach me at [Your Contact Information] for any further clarification or assistance needed.

Looking forward to your prompt response.

Best regards,

[Your Name]

Email Template for Requesting a Return or Exchange for an Online Product

Subject: Request for Return/Exchange – Order # [Your Order Number]

Dear [Retailer’s Name],

I am writing to request a return/exchange for an item I purchased from your online store. I have read through your return policies and believe that my situation complies with your guidelines.

Order Details:

  • Order Number: [Your Order Number]
  • Purchase Date: [Date of Purchase]
  • Item Name: [Product Name]

I have received the product on [Date of Receipt], and upon inspection, I noticed [describe the issue—e.g., the item was damaged, the wrong size/color, not as described, etc.]. Attached are the photographs evidencing the issue for your reference.

In accordance with your return policy, I would like to [choose one: return the product for a full refund / exchange the product for a different size/color/model]. Please advise me on the next steps to facilitate this process.

I appreciate your prompt attention to this matter. You can reach me at [Your Contact Information] should you need any further information.

Thank you for your assistance.

Warm regards,

[Your Name]

Email Template for Inquiring About Delayed Shipment of An Online Order

Subject: Inquiry About Delayed Shipment – Order # [Your Order Number]

Hello [Retailer’s Name],

I hope this message finds you well. I am reaching out regarding a delay in the shipment of my recent order placed on your website.

Order Details:

  • Order Number: [Your Order Number]
  • Purchase Date: [Date of Purchase]
  • Item Name: [Product Name]

As per the confirmation email, my order was expected to be delivered by [Expected Delivery Date], but as of today [Current Date], I have not received it. I have checked the tracking information and noted that there has been no update since [Last Tracking Update].

Could you please provide an update on the status of my shipment? If there are any issues with the delivery, I would like to know what steps are being taken to address them and the estimated new delivery date.

Thank you for looking into this for me. For any further information, please contact me at [Your Contact Information].

Looking forward to your prompt reply.

Best regards,

[Your Name]

Email Template for Reporting a Billing Issue for An Online Order

Subject: Billing Discrepancy for Order # [Your Order Number]

Dear [Retailer’s Name],

I am writing to bring to your attention a billing issue I have encountered with my recent order from your online store.

Order Details:

  • Order Number: [Your Order Number]
  • Purchase Date: [Date of Purchase]
  • Item Name: [Product Name]

Upon reviewing my bank statement, I noticed a discrepancy. The charge for the above order appears to be [Amount Charged], whereas the total cost of the product as listed during checkout was [Correct Amount]. It seems there has been an overcharge of [Difference in Amount].

I have attached a screenshot of both the order confirmation showing the correct total and the bank statement reflecting the charge for your review.

I kindly ask that you investigate this matter and process a refund for the overcharged amount at your earliest convenience. Please confirm once this has been completed or if additional information is required from my end.

I trust this issue will be resolved promptly. You can contact me at [Your Contact Information] for any further clarification needed.

Thank you for your immediate attention to this matter.


[Your Name]


Writing an effective email for online shopping requires careful planning and attention to detail. By following the steps outlined in this article, you can ensure that your message is clear, concise, and effective in addressing your concerns. Always remember to maintain a polite and professional tone throughout your email, as this increases the likelihood of a positive response. Best of luck with your online shopping experience!


  • Read and proofread your email before sending to ensure it is error-free and conveys your message clearly.
  • Be patient and give the retailer ample time to respond to your email, as they may receive a high volume of inquiries.
  • If you don’t receive a response within a reasonable timeframe, consider reaching out to the retailer through alternative channels such as phone or live chat.