Zip download stuck template for Shopify merchants
A support reply when a zip-file download gets stuck. Use it when a zip-file download gets stuck. The wording asks for safe order context without promising restored access, delivery, resend, replacement, refund, account changes, platform access, successful download, compatibility, login success, or exact timing.
Copy-ready example
Subject: We can check the stuck download details
Thanks for contacting us. We can check the order information available for this digital product and compare it with the stuck download behavior you are seeing.
Please send order number, checkout email, product name, device, browser or app, and visible zip download behavior. 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 restored access, delivery, resend, replacement, refund, account changes, platform access, successful download, compatibility, login success, 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 that a zip-file download gets stuck.
- You need order number, checkout email, product name, device, browser or app, and visible zip download behavior.
- You want process-based wording without promising a fix before review.