wrong file response for bonus file missing

A practical copy pattern for wrong file response. Adapt it to the exact README, file map, product page, and package notes customers can read.

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Use case

A customer expects a bonus file, extra template, checklist, or resource and says it is missing from the package.

Writing rule

Use the product page and README as source of truth. Do not promise bonus access or replacement unless published. Compare the request with the product page and current package notes.

Compliance note

This is a self-serve copy resource, not a file repair service, custom setup offer, archive rebuild, checkout, waitlist, or paid support CTA.

Draft copy

Hi [name], Thanks for the note about bonus file missing. The best first step is to compare what you see with the product page, README, file map, or package notes included with the digital product. If support needs to locate an order, please send only your order number or purchase email. Please do not send passwords, one-time codes, full card numbers, account access, unrelated private files, API keys, mailbox access, or remote access. This message does not promise replacement files, archive repair, file recovery, custom sorting, old-version access, future updates, or manual setup unless published. Thanks, [store name]

Customize safely

Replace the issue with the exact package question, then link to the public README, support page, or product notes.

Useful support route

Link to Delivery & Support, product preview, product status, Terms, Refund Policy, or Acceptable Use.

Do not overclaim

Do not promise replacement files, bonus access, file repair, archive rebuilding, old versions, future updates, or one-on-one walkthroughs.

Checklist

Does the reply point to the published file map or README?
Does it avoid replacement or recovery promises?
Does it avoid sensitive data requests?
Does it separate package contents from support outcomes?
Does it avoid checkout, waitlist, or custom-service language?