Shopify digital product access help

Download email missing after purchase

A customer paid but cannot find the delivery email.

Use the reply structureAccess troubleshooting hubDelivery & Support

Use when

A customer paid but cannot find the delivery email.

Verify before sending

  • Order number and checkout email.
  • Product name and delivery method.
  • Whether the issue is email delivery, account access, file format, link permission, or policy scope.
  • Your published Terms, Refund Policy, and Delivery & Support wording.

Support reply template

Hi [Customer name],

Thanks for reaching out. I am sorry the download access step was not clear.

I can help check this safely. Please reply with:
- your order number,
- the email address used at checkout,
- the product name,
- a short description of what you see on screen.

Please do not send passwords, full card details, or private account credentials.

Next, I will compare your order record with our published delivery and support policy. Ask for the order number and checkout email, then point them to inbox search, spam, promotions, and the order confirmation route before promising a resend.

If a resend, access reset, replacement link, or refund exception is available under the published policy, I will explain the next step plainly.

Good pattern

Acknowledge the access issue, ask for safe order details, explain the check, and keep the outcome tied to the published policy.

Avoid

Do not request passwords, promise every refund, blame the customer, or claim a delivery app guarantee you cannot verify.