support page copy for package contents question

A practical copy pattern for support page copy. Adapt it to the exact README, file map, product page, and package notes customers can read.

View product preview Back to hub Delivery & Support

Use case

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

Writing rule

Avoid promising archive repair or file recovery. Do not add new inclusions in support copy. Use the product page and current package notes as source of truth.

Compliance note

This is a self-serve copy resource, not a file repair service, custom setup offer, archive rebuild, checkout, waitlist, or paid support CTA.

Draft copy

Hi [name], Thanks for the note about package contents question. The best first step is to compare what you see with the product page, README, file map, or package notes included with the digital product. If support needs to locate an order, please send only your order number or purchase email. Please do not send passwords, one-time codes, full card numbers, account access, unrelated private files, API keys, mailbox access, or remote access. This message does not promise replacement files, archive repair, file recovery, custom sorting, old-version access, future updates, or manual setup unless published. Thanks, [store name]

Customize safely

Replace the issue with the exact package question, then link to the public README, support page, or product notes.

Useful support route

Link to Delivery & Support, product preview, product status, Terms, Refund Policy, or Acceptable Use.

Do not overclaim

Do not promise replacement files, bonus access, file repair, archive rebuilding, old versions, future updates, or one-on-one walkthroughs.

Checklist

Does the reply point to the published file map or README?
Does it avoid replacement or recovery promises?
Does it avoid sensitive data requests?
Does it separate package contents from support outcomes?
Does it avoid checkout, waitlist, or custom-service language?