Digital product not received first reply template for Shopify merchants
A first response when a shopper says a digital product or download email never arrived. Use it when a shopper says a digital product or download email never arrived. 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 whether spam or promotions folders were checked. 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 a shopper says a digital product or download email never arrived.
- You need order number, checkout email, product name, purchase time, and whether spam or promotions folders were checked.
- You want process-based wording without promising a fix before review.