"I am so sorry it was broken. It definitely wasn't when I sent it. If you want a refund, pleas ... " (more)e ask for one. I don't want you to be unhappy (although having the necklace would have what you wanted in the first place)."
"Is everything okay with your id. I got a notice saying that you didn't get it can you please re ... " (more)ply and let me know if you did everything's okay "