Published: July 27, 2026
📌 The Quick Tip: When a customer reports a bloated battery, help them with the battery removal before the return.
Include:
- a short explanation why the battery has to be removed
- confirmation that only removing the battery doesn't affect the warranty
- offering to cover all reasonable costs of the removal
Why It Matters
Even in such a dangerous situation we can do something to win the customer's trust while we also ensure to avoid any security issues with the shipping.
Template suggestion:
Dear [CUSTOMER NAME],
Thank you for your message.
After reviewing your photos we suspect that the battery inside of your device may be starting to swell due to a natural chemical process that is common within lithium-ion batteries as they age. Because it is not allowed to ship swollen batteries, we kindly ask you to have your device's battery analyzed and, if necessary, removed at a local independent repair shop. Please make sure they don't carry out any repairs so the warranty of your device remains valid.
Please ask the repair shop of your choosing to provide you with clear photos of the device’s battery, a written report about their analysis and the procedures that were carried out, as well as an invoice for the service.
We will, of course, transfer you the costs stated on the invoice as soon as you send us the above mentioned documentation as well as a picture of the invoice and your IBAN.
Once we receive these, we will provide you with a free return label to have the device shipped to us for further handling and to find a solution for you in this case.
If you have any additional questions in the meantime, please let us know.
Kind regards,
[COMPANY SIGNATURE]
As an inspiration, here's a real-life case example from one of our sellers who had a great idea how to communicate this to the customer: