Digital product not received status update template for Shopify merchants
A status update template for an open digital product not received support conversation. Use it when there is an open digital product not received support conversation. 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, and any new visible message since the last reply. 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 there is an open digital product not received support conversation.
- You need order number, checkout email, product name, and any new visible message since the last reply.
- You want process-based wording without promising a fix before review.