Broken or Missing Parts Email Template

Email Template for Customers Use

Copy and paste this template, then fill in your specific details

To: help@gundamexpressaustralia.com.au
Subject: [Your Name] - Spare Part Request

Hi Team,

I need help with a broken/missing part from my Gunpla kit.

My Details:

• Name: [Your full name]
• Phone: [Your phone number]
• Email: [Your email address]

Purchase Information:

• Order Number (if bought from GEA): [Order #]
• OR purchased from: [Other retailer/seller name]
• Purchase date (approximate): [Date]

Kit Information:

• Kit name: [Full kit name as shown on box]
• Kit grade/scale: [e.g., Real Grade 1/144, Master Grade 1/100]
• Runner letter: [e.g., Runner A, Runner B]
• Part number: [e.g., A-12, B-7]

Issue Description:

• [ ] Part broke during building
• [ ] Part was missing from kit
• [ ] Part was broken in shipping
• [ ] Part was lost during building
• [ ] Worn or loose part after building

Brief description of what happened: [Explain in a few sentences]

Photos Attached: I've attached the following photos:

• [ ] Close-up photo of the broken part showing damage clearly
• [ ] Photo of the part's location on the runner (where it was attached)
• [ ] Photo from instruction manual with part circled/highlighted
• [ ] Photo of the kit box (front cover)
• [ ] Additional photos if needed

Important Notes:

• All photos are high-quality and well-lit
• I have kept all broken pieces
• I understand replacement parts typically take 6-8 weeks to source

Shipping Preference:

• [ ] Free standard letter post (untracked, up to 7 business days)
• [ ] I'll pay for tracked parcel post (please invoice me)
• [ ] I'll pay for express post (please invoice me)

Thanks for your help getting me back to building!

Cheers,

[Your name]

Quick Photo Guide for Customers

📸 What We Need to See:

1. Broken Part Close-up

• Show the break/damage clearly
• Good lighting, sharp focus
• Multiple angles if complex break

2. Runner Location

• Show where the part was attached to the runner
• Include the runner letter/number in the photo
• Help us identify the exact part location

3. Instruction Manual

• Find the part in the instructions
• Circle or highlight it clearly
• Take a clear photo of that page

4. Kit Box

• Front cover showing full kit name
• Must be readable in the photo
• Helps us confirm exact kit version

❌ Photos That Slow Us Down:

• Blurry or dark images
• Too far away to see detail
• Missing any of the required shots
• Photos that don't clearly show the damage

Email Checklist Before Hitting Send

• [ ] Subject line includes your name and "Spare Part Request"
• [ ] All your contact details provided
• [ ] Purchase information included (order # or where you bought it)
• [ ] Complete kit information filled out
• [ ] Clear description of what happened
• [ ] All 4 types of photos attached
• [ ] Photos are clear, well-lit, and show required details
• [ ] You've kept the broken pieces
• [ ] Shipping preference selected

Missing any of these? Your request will be delayed while we ask for the missing information.

Ready to send? Double-check your photos are attached and all details are filled in. We'll get back to you within 24 hours of receiving your complete request!