What the store should check
Confirm the order email, product name, access method, file format, and published policy before promising any outcome.
Digital product error-message reply
Bonus file missing
Use this free Shopify support wording when a customer reports "Bonus file missing" after buying or trying to access a digital product.
Best fit
This page fits a bonus file delivery support moment where the customer needs a calm explanation and a safe next step.
Reply copy
Hi [Customer name], Thanks for the note. I am sorry the message "Bonus file missing" appeared. To check this safely, please reply with your order number and the email used at checkout. Please do not send passwords, full card details, or private account credentials. I will check the bonus file delivery, confirm whether the file or access link matches the order, and then send the correct next step. If this is caused by a temporary delivery or compatibility issue, I will explain the available support route clearly. If it is covered by the store policy, I will point you to the relevant policy section before promising any refund, replacement, or exception.
Use
Acknowledge the exact error, ask for safe order identifiers, and explain the next check.
Avoid
Do not request passwords, blame the customer, or promise refunds before checking the order and policy.
Free resource only
This page is not a purchase path. It is separate from any paid downloadable Markdown template pack.