Digital file not delivered template for Shopify merchants
A support message for cases where the shopper says the digital file was not delivered. Use it when the shopper says the digital file was not delivered. The wording asks for safe order context and avoids promises about delivery, resend, restored access, download reset, refund, replacement, account change, or exact timing.
Copy-ready example
Subject: We can check the digital delivery details
Thanks for contacting us. We can check the order information available for this digital product and compare it with the delivery details you are seeing.
Please send order number, checkout email, product name, purchase time, and the exact page or email they expected to receive. 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, or remote-access invitations.
Once we review the available information, we will reply with the next support step. We cannot promise delivery, resend, restored access, download reset, refund, replacement, account change, 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, or remote-access invitations.
Use this when
- The shopper reports that the shopper says the digital file was not delivered.
- You need order number, checkout email, product name, purchase time, and the exact page or email they expected to receive.
- You want process-based wording without promising a fix before review.