Download email mismatch template for Shopify merchants
A digital-delivery reply when a download email mismatch may be blocking access to a file. Use it when a download email mismatch may be blocking access to a digital file. The wording asks for safe order context and avoids promises about account merge, email correction, order transfer, restored account visibility, download access, receipt resend, refund, or exact timing.
Copy-ready example
Subject: We can check the email details on your order
Thanks for contacting us. We can check the order information available for this purchase and compare the email details you are seeing.
Please send order number, checkout email, intended email, and the download-page error text. Do not send passwords, one-time codes, backup codes, private account links, private download URLs, full card numbers, bank details, government ID images, mailbox access, or remote-access invitations.
Once we review the available information, we will reply with the next support step. We cannot promise an account merge, email correction, order transfer, restored account visibility, download access, receipt resend, refund, or exact timing from this message alone.
Do not collect these in email
Do not ask for passwords, one-time codes, backup codes, private account links, private download URLs, full card numbers, bank details, government ID images, mailbox access, or remote-access invitations.
Use this when
- The shopper reports that a download email mismatch may be blocking access to a digital file.
- You need order number, checkout email, intended email, and the download-page error text.
- You want process-based wording without promising a fix before review.