Ask for screenshot politely.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Discount code screenshot request template
Ask for a screenshot of the discount error without making the customer feel blamed.
Copy-ready template
Subject: Screenshot details for the discount issue
Hi {{customer_name}},
Thanks for reporting this. To review the discount issue accurately, could you send a screenshot of the checkout message and the code as entered?
Please avoid including sensitive payment information in the screenshot. We only need the discount message and basic cart context.
Thanks,
{{store_name}} Support
Use this carefully
Warn against sharing payment details.
Keep the reply calm, specific, and aligned with your store policy.
Say what part of the screenshot is needed.
Keep the reply calm, specific, and aligned with your store policy.