Large file download failed template for Shopify merchants
A neutral response when a large digital file fails to download. Use it when a large digital file fails to download. The wording asks for safe order context without promising restored access, delivery, resend, replacement, refund, account changes, platform access, successful download, compatibility, login success, or exact timing.
Copy-ready example
Subject: We can check the download failure details
Thanks for contacting us. We can check the order information available for this digital product and compare it with the download failure you are seeing.
Please send order number, checkout email, product name, file type or size if visible, device, browser, and failure message. 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, remote-access invitations, or the purchased file itself through ordinary email.
Once we review the available information, we will reply with the next support step. We cannot promise restored access, delivery, resend, replacement, refund, account changes, platform access, successful download, compatibility, login success, 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, remote-access invitations, or the purchased file itself through ordinary email.
Use this when
- The shopper reports that a large digital file fails to download.
- You need order number, checkout email, product name, file type or size if visible, device, browser, and failure message.
- You want process-based wording without promising a fix before review.