Account-support email template

Merge accounts digital download template for Shopify merchants

A safe reply when a shopper wants downloads or digital purchases visible under another account. It keeps the response safe and practical: use store-side lookup details, avoid collecting secrets, and do not promise account merge, order transfer, email correction, account deletion, access restoration, refund, or exact timing.

Copy the example Back to account merge hub

Use this when

A safe reply when a shopper wants downloads or digital purchases visible under another account.

Keep these guardrails

  • Do not promise digital access transfer
  • Ask for order lookup details
  • Avoid private download links and credentials

Do not collect secrets

Do not ask for passwords, one-time codes, backup codes, government ID images, private account links, full card numbers, bank details, private payment details, mailbox access, or remote-access invitations in ordinary support email.

Template copy

We can check the order record and digital delivery information connected to the checkout email. Please send the order number, checkout email, and account email you are using. Do not send passwords, one-time codes, backup codes, private download URLs, private account links, or payment details. After checking the available records, we will reply with the next support step.

Adapt it safely

  • Replace merge promises with one concrete support step.
  • Keep account merge, order lookup, and email correction as separate issues.
  • Ask for account emails and order numbers instead of credentials or codes.
  • Use your own store policy before describing any account-support process.

More account merge templates

Account merge first reply templateA first response when a shopper asks if two customer accounts can be merged. Duplicate customer account templateA careful reply when a shopper says they accidentally created duplicate customer accounts. Merge accounts order history templateA response when a shopper wants order history from one account to appear under another account. Merge accounts with different emails templateA safe reply when the shopper has two accounts under different email addresses. Merge guest order into account templateA response when a shopper wants a guest checkout order connected to a customer account. Merge accounts after email typo templateA careful reply when a checkout email typo created confusion between accounts.