Use when
The buyer downloaded the file but cannot unzip it.
Shopify digital product access help
Zip file will not open after download
The buyer downloaded the file but cannot unzip it.
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. Separate delivery success from file-opening help, give device-safe steps, and state the support boundary for third-party apps. 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.