Digital order confirmed but not received template for Shopify merchants
A support message when an order is confirmed but the digital delivery email or link is missing. Use it when an order is confirmed but the digital delivery email or link is missing. 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, receipt status, and what delivery email or page the shopper expected. 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 an order is confirmed but the digital delivery email or link is missing.
- You need order number, checkout email, product name, receipt status, and what delivery email or page the shopper expected.
- You want process-based wording without promising a fix before review.