Free file package support copy resource

Shopify Digital Product Package Contents Support Copy

Use this page to explain package contents support wording for digital products with calm file-package wording. It helps sellers describe folders, versions, included files, and missing-item questions without promising replacement files, file recovery, or custom setup.

View product previewView product statusDelivery & Support

Customer moment

A customer asks what should be included, whether something is missing, or how contents match the product page.

Safe boundary

Do not add new inclusions in support copy. Use the product page and current package notes as source of truth.

Search intent covered

digital product package contents supportshopify package contents customer replydownload package contents email template

Reply structure

  1. Name the exact file or package issue.
  2. Point back to the product page, README, package notes, or file map.
  3. Ask only for low-risk order details if support needs to locate an order.
  4. Explain what support can review without promising replacement or recovery.
  5. Avoid promising custom sorting, personal walkthroughs, file repair, archive recovery, or future updates.

Privacy boundary: do not ask for passwords, full card numbers, one-time codes, account access, private files outside the product package, API keys, mailbox access, or remote access.

Short template

Hi [name], Thanks for asking about package contents question. I can help compare the question with the product page, README, package notes, and current support policy. If support needs to locate an existing order, please send only your order number or purchase email. Do not send passwords, one-time codes, full card numbers, account access, private files, API keys, mailbox access, or remote access. This reply does not promise replacement files, file recovery, archive repair, old-version access, future updates, or custom setup unless those options are already published. Thanks, [store name]

Do say

  • The README or file map explains the package.
  • The product page is the source of truth.
  • Support can compare the order with current package notes.
  • Please use the official support route.

Avoid saying

  • We guarantee file recovery.
  • Send unrelated private files for review.
  • We will rebuild the archive manually.
  • All old and future versions are included.

Specific examples

Related file package resources