Shopify digital downloads

Customer cannot find download Shopify support copy

Problem: A Shopify customer cannot locate the download after purchase. This free resource helps sellers reduce Shopify digital-delivery tickets while keeping the message calm, clear, and policy-aligned.

Browse troubleshooting copyView delivery and support policy

Reusable support macro

Download access may appear on the order confirmation page or arrive by email, depending on the store setup. Please check the purchase email inbox and spam folder. If the download is still missing, send the order number and purchase email.

Response checklist

Confirm the buyer has the right purchase email, order number, or screenshot.

Clarify what the product includes and what support can help with.

Point the buyer to the correct policy or delivery page if the question is about refunds, license, or access.

Avoid promising custom setup, private review, or manual implementation unless that service is sold separately outside this page.