Wrong Course File Version template for Shopify merchants
A careful support reply for wrong course file version cases after a Shopify digital purchase. Use it when a shopper reports wrong course file version. The wording asks for safe order context without promising successful download, faster speed, file repair, replacement, refund, resend, restored access, account changes, platform access, compatibility, or exact timing.
Copy-ready example
Subject: We can check the wrong version details
Thanks for contacting us. We can check the order information available for this digital product and compare it with the version details you are seeing.
Please send order number, checkout email, product name, file name or version shown, expected version, device or app, and where the version detail appears. 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 successful download, faster speed, file repair, replacement, refund, resend, restored access, account changes, platform access, compatibility, 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 wrong course file version.
- You need order number, checkout email, product name, file name or version shown, expected version, device or app, and where the version detail appears.
- You want process-based wording without promising a fix before review.