first reply for Japanese-speaking customer

A practical copy pattern for first reply. Adapt it to your actual support language, product page, Delivery & Support, Terms, and Refund Policy.

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Use case

A customer writes in Japanese about file access, instructions, device issues, or product contents.

Writing rule

Use simple English and short sentences. Do not promise Japanese language support coverage, legal localization, or device-specific outcomes.

Compliance note

This is a self-serve copy resource, not translation service, legal localization, tax advice, checkout, waitlist, or custom support sale.

Draft copy

Hi [name], Thanks for your message. I will use simple English so the next step is clear. For this digital product, the public product page, Delivery & Support page, Terms, Refund Policy, and license notes are the source of truth. If support needs to find your order, please send only your order number or purchase email. Please do not send passwords, full card numbers, one-time codes, government ID, mailbox access, account access, API keys, private files, or remote access. This reply is not professional translation, legal advice, tax advice, or local consumer-law interpretation. Thanks, [store name]

Customize safely

Keep the message short and link to public policy pages. Avoid complex idioms or machine-translated legal claims.

Useful support route

Link to Delivery & Support, Terms, Refund Policy, Privacy Policy, product status, product preview, or Contact.

Do not overclaim

Do not promise certified translation, local legal interpretation, tax treatment, consumer-law outcomes, or language coverage.

Checklist

Is the reply simple and short?
Does it point to public policy pages?
Does it avoid translation/legal/tax promises?
Does it avoid sensitive data requests?
Does it avoid checkout, waitlist, or custom-service language?