When to use it
Use this response when the customer phrase is about mockup file issue and your store needs a clear next step without overpromising.
Exact customer phrase reply example
The mockup file is broken
Use this free Shopify digital product support copy when a customer writes "The mockup file is broken" and you need a calm, policy-safe answer.
What to verify first
- Order number and checkout email.
- Product name, file type, license note, and delivery method.
- Relevant Terms, Refund Policy, and Delivery & Support page.
- Whether the issue is customer setup, file access, compatibility, or a store-side mistake.
Reply template
Hi [Customer name], Thanks for reaching out. I am sorry this was confusing, and I can help you check the mockup file issue. For the fastest lookup, please reply with your order number and the email address used at checkout. Please do not send passwords, full card details, or private account credentials. If the issue is "the mockup file is broken", the next safe step is: 1. Confirm the order email and product name. 2. Check whether the download, account access, license note, or compatibility detail matches the product page. 3. Send the correct support link or policy link. 4. Explain any limitation plainly before promising a refund, replacement, or exception. I will use the order record and published policy to confirm the next step.
Good wording pattern
Acknowledge the issue, ask only for safe order details, explain the next check, and avoid promising outcomes before reviewing the record.
Avoid
Avoid saying every digital order is refundable, requesting passwords, blaming the customer, or claiming platform guarantees you cannot prove.
Free resource only
This page is part of a free phrase-reply library and is separate from any paid downloadable template pack.