Free Shopify support reply template
Template File Not Opening After Purchase
A Creem-safe customer support reply pattern for digital download troubleshooting. It avoids unsupported review claims, unsupported usage claims, purchase CTAs, and promises the merchant has not verified.
Template File Not Opening After Purchase
Use when: A customer downloaded a digital file but cannot open it.
Copy-safe reply
Thanks for letting us know. I can help you check the download access details for this order. Please do not send passwords, one-time codes, full card numbers, private account links, or unrelated personal documents. If you can share the order email, order number, and the exact message you see, we can compare it with the store's digital delivery policy and reply with the next available support step.
Short version
We can check the download details for this order. Please send the order number and the exact error message only. Do not send passwords, access codes from other purchases, full card numbers, or private account links.
Merchant note
Do not promise compatibility, device repair, app support, refund approval, or successful file opening. Keep the reply factual, explain what the customer should provide, and point to the visible digital delivery policy.
What not to ask for
- Passwords or one-time login codes
- Full card numbers, bank details, or government ID images
- Private account links, private download URLs, or access codes from other purchases
- Remote access to the customer's device or mailbox