A calm, specific email helps a shop understand and resolve a problem.
The idea
Open politely, identify the order, and describe what arrived and what was wrong. Attach evidence if useful, then ask for a specific remedy with 交換していただけますでしょうか. Close with a request to check.
Examples
- お世話になっております。Thank you for your assistance.
- 先週、注文したカップが届きました。The cup I ordered last week arrived.
- しかし、カップの取っ手が割れていました。However, the handle of the cup was broken.
- 注文番号は１２３４です。The order number is 1234.
- 写真を添付いたします。I am attaching a photograph.
- 交換していただけますでしょうか。Could you please exchange it?
- お忙しいところ恐れ入りますが、ご確認をお願いいたします。I know you are busy, but I would appreciate it if you could check.
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Watch out
割れていました describes the state in which the handle was found; 割っていました suggests someone was breaking it. Avoid accusations and check the order number and attachment before sending.
Try it yourself
カップの取っ手が＿いました。（割れて／割って）
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割れて
割れて describes the broken state; いました places it in the past.
写真を＿いたします。（添付／交換）
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添付
添付 means attaching a file or photo; 交換 means exchange.
交換して＿でしょうか。（いただけます／あげます）
Show answer or example answer
いただけます
いただけますでしょうか makes a polite request for the recipient to exchange it.
Practice round
Answer questions, then rebuild Japanese sentences where available. We keep your score.
カップの取っ手が＿いました。（割れて／割って）
写真を＿いたします。（添付／交換）
交換して＿でしょうか。（いただけます／あげます）
Tap the words in the right order.
Tap the words in the right order.
Tap the words in the right order.
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Write an email about a damaged item: give the order details, state the problem, mention a photo and politely request an exchange.