A free Shopify digital product support template for follow-up email copy for digital products. Use it as a starting point, then adjust it to your actual store policy and product instructions.
Use this when a customer needs a clear next step about a digital product purchase, download email, file access, or help center instruction.
Do not ask for passwords, one-time codes, private download URLs, full card numbers, government ID images, remote access, API keys, or mailbox access.
This template avoids promising refunds, replacement files, restored access, exact timing, or a payment-provider outcome.
Record the order number, purchase email, issue type, customer device, browser, and what self-serve instruction was already shared.
Point the customer to one clear instruction page instead of sending a long list of unrelated troubleshooting steps.
Escalate only when the order context is unclear, the product policy needs review, or the customer reports repeated failure after the basic self-serve checks.