Ask for order or purchase context.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Order not showing in account template
Use when a customer logs in but cannot see a past order in the account.
Copy-ready template
Subject: Reviewing the missing order in your account
Hi {{customer_name}},
Thanks for reaching out. We understand the order is not showing in your account.
Please send the order number, purchase email, or checkout email if available. Do not send payment details. We will review the store-side order record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Keep payment details out of email.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid promising account linking or order visibility.
Keep the reply calm, non-sensitive, and aligned with your store support process.