Open file after download instructions template for Shopify merchants
A response when the shopper downloaded the file but is unsure how to open it. Use it when the shopper downloaded the file but is unsure how to open it. The wording asks for safe order context without promising compatibility, successful opening, restored access, replacement, refund, or exact timing.
Copy-ready example
Subject: We can check the download instructions details
Thanks for contacting us. We can check the order information available for this digital product and point you to the relevant instruction details we have available.
Please send order number, checkout email, file type, device, app used to open it, and what appears on screen. Do not send passwords, one-time codes, backup codes, private account links, private download URLs, full card numbers, bank details, government ID images, mailbox access, remote-access invitations, or the purchased file itself through ordinary email.
Once we review the available information, we will reply with the next support step. We cannot promise compatibility, successful opening, restored access, replacement, refund, or exact timing from this message alone.
Do not collect these in email
Do not ask for passwords, one-time codes, backup codes, private account links, private download URLs, full card numbers, bank details, government ID images, mailbox access, remote-access invitations, or the purchased file itself through ordinary email.
Use this when
- The shopper reports that the shopper downloaded the file but is unsure how to open it.
- You need order number, checkout email, file type, device, app used to open it, and what appears on screen.
- You want process-based wording without promising a fix before review.