Use this when
The customer cannot open or unzip the downloaded file. The store needs a calm reply that asks for safe order identifiers and avoids overpromising platform outcomes.
Delivery app support wording
Canva template link zip file open issue
Use this free Shopify digital product reply copy when a customer mentions Canva template link and reports a zip file open issue.
Check first
Confirm the order number, checkout email, product name, file/license terms, delivery app settings visible to the store, and the published refund/support policy.
Reply copy
Hi [Customer name], Thanks for reaching out. I am sorry you are running into a zip file open issue with Canva template link. I can check the store-side order details and point you to the safest next step. 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. What I will check: 1. Whether the order is complete in the store. 2. Whether the template-link handoff setup matches the product you purchased. 3. Whether the issue is likely a delivery email, access link, file type, account login, or policy question. 4. Which support link, file note, or policy section should be sent next. Because the customer cannot open or unzip the downloaded file. I will confirm the order record before promising a refund, replacement, license change, or manual exception.
Good pattern
Name the issue, ask for order details, explain what the store can check, and route platform-specific faults to official app support when needed.
Avoid
Do not say the app caused the issue without evidence, request passwords, promise refunds early, or imply official support status.
Creem-safe
This page is a free resource and is separate from any paid downloadable Markdown template pack.