slug: refund-request-after-download

title: Refund request after download reply copy

query: shopify digital product refund request after download reply

situation: A buyer downloaded the file and asks for a refund because they changed their mind or expected something else.

reassurance: Acknowledge the request, restate the digital-delivery boundary, and offer practical help before closing the ticket.

reply: Thanks for reaching out. I can see the digital file has already been delivered. Because downloaded digital products cannot be returned in the same way as a physical item, our refund policy explains that completed downloads are generally not refundable. If something in the file is missing, broken, or different from the product description, reply with the detail and we will help fix the access or file issue.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim


slug: duplicate-purchase-refund

title: Duplicate purchase refund reply copy

query: shopify duplicate digital product purchase refund reply

situation: A buyer accidentally bought the same digital product twice.

reassurance: Separate duplicate billing from ordinary change-of-mind refunds and ask for the order details needed to verify it.

reply: Thanks for letting us know. If the same digital product was purchased twice by mistake, send both order numbers or both checkout email addresses. We will compare the orders and, if they are true duplicates, help resolve the duplicate charge according to the refund policy.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim


slug: wrong-email-refund-request

title: Wrong checkout email refund request reply copy

query: shopify digital download wrong email refund support reply

situation: A buyer asks for a refund because the download went to the wrong email address.

reassurance: Treat the issue as an access correction first, not a failed delivery refund.

reply: Thanks for the note. If the product was sent to the wrong checkout email, we can help locate the order and resend access to the correct address after verification. Please send the order number, checkout email, and the email you want us to use for access support.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim


slug: cannot-open-file-refund-request

title: Cannot open file refund request reply copy

query: shopify digital product cannot open file refund reply

situation: A buyer can download the file but cannot open it on their device.

reassurance: Offer file-type and device troubleshooting before discussing refund eligibility.

reply: Thanks for reporting this. The file may need a compatible app or a different unzip/download method. Please tell us your device, browser, and the exact error message. We will help troubleshoot access first. If the file itself is damaged or not as described, we will handle that under the refund and support policy.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim


slug: file-not-as-expected-refund

title: File not as expected refund reply copy

query: digital product not as expected refund support copy

situation: A buyer says the digital file was not what they expected.

reassurance: Ask for a specific mismatch with the product page instead of arguing about subjective expectations.

reply: Thanks for sharing this. To understand the issue, please point to the part of the product page that does not match the delivered file. If the file is incomplete, incorrect, or materially different from the description, we will review the issue under the refund policy and help correct it where possible.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim


slug: download-link-expired-refund-request

title: Expired download link refund request reply copy

query: expired download link refund request shopify digital product

situation: A buyer asks for a refund because the download link expired before they used it.

reassurance: Frame it as a delivery-support issue and offer a resend path.

reply: Thanks for reaching out. An expired download link usually means access needs to be refreshed, not that the order failed. Send your order number and checkout email, and we will help verify the order and resend access if the purchase is eligible for support.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim


slug: chargeback-before-support-reply

title: Chargeback warning support reply copy

query: customer threatens chargeback digital product support reply

situation: A buyer threatens a chargeback before support has investigated the access issue.

reassurance: Stay calm, ask for the facts, and create a documented support path without sounding punitive.

reply: I understand this is frustrating. Before a payment dispute is opened, we can review the order and support issue directly. Please send the order number, checkout email, and a short description of what happened. We will check delivery, access, and file condition so there is a clear support record.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim


slug: license-scope-refund-question

title: License scope refund question reply copy

query: digital product license scope refund question reply

situation: A buyer asks for a refund because the license does not allow the use they assumed.

reassurance: Point to the license scope and offer clarification without inventing new rights.

reply: Thanks for checking. The included license explains what the digital product can and cannot be used for. If a use case is not included, we cannot assume it is covered after purchase. Send the specific use case you had in mind, and we can point you to the relevant license section or clarify whether it is supported.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim


slug: digital-product-no-return-policy

title: Digital product no-return policy support copy

query: digital product no return policy support copy shopify

situation: A store needs plain-language support copy explaining why downloads cannot be returned like physical goods.

reassurance: Explain the policy without sounding dismissive or hiding support obligations.

reply: Digital products are delivered as files or access links, so they cannot be returned in the same way as physical goods after delivery. We still support access problems, duplicate purchase issues, damaged files, and cases where the delivered product is materially different from the description.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim


slug: refund-policy-before-purchase-faq

title: Refund policy before purchase FAQ copy

query: shopify digital product refund policy faq before purchase

situation: A buyer wants to understand refund limits before buying a downloadable product.

reassurance: Give transparent pre-purchase wording that reduces later disputes.

reply: Before purchase, please review the product description, file type, included contents, license scope, and refund policy. Because the product is delivered digitally, completed downloads are generally not returnable. If access fails, a duplicate purchase occurs, or the delivered file is not as described, contact support with the order details.

compliance: free support-copy resource; no checkout; no waitlist; no checkout-link request; no custom service CTA; no fake usage claim