license question response for Shopify Inbox

A practical copy pattern for license question response. Adapt it to the public channel, your official support page, and the published policy customers can read.

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Use case

A customer asks a download question in store chat and expects immediate answers, but the seller needs a safe support boundary.

Writing rule

Keep the public reply short, calm, and specific. Mention Shopify Inbox only as channel context. Do not promise instant handling, account repair, or manual file review.

Compliance note

This is a self-serve copy resource, not a checkout, waitlist, manual support sale, platform partnership claim, or outcome guarantee.

Draft copy

Thanks for reaching out. We cannot safely review private order or download details in Shopify Inbox. Please use our official Delivery & Support page so support can review the current product instructions and available next steps. For privacy, do not post order numbers, purchase emails, passwords, card details, one-time codes, private links, account access, or remote access here. We will use the published support policy to explain the next available route.

Customize safely

Replace the support route with the exact public page customers should use. Keep the public reply short enough for the channel.

Private follow-up boundary

If moving to private support, ask only for the minimum safe order identifier the official support page requests.

Do not overclaim

Do not promise refunds, replacements, resets, restored links, timing, or account fixes in public.

Checklist

Does the public reply avoid private data requests?
Does it acknowledge without arguing?
Does it route to the official support path?
Does it avoid promises before review?
Does it avoid platform affiliation or endorsement claims?