Digital delivery support email template

Download email not received template for Shopify merchants

A reply when a shopper paid for a digital product but cannot find the delivery email. It keeps the reply concrete and careful: collect safe order lookup details, avoid requesting secrets, and do not promise a replacement link, refund, restored access, delivery outcome, or exact timing.

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Use this when

A reply when a shopper paid for a digital product but cannot find the delivery email.

Keep these guardrails

  • Avoid saying the email was definitely sent
  • Ask for checkout email and order number
  • Suggest checking spam/promotions without implying blame

Do not collect secrets

Ask only for details needed to locate the order record, such as order number, checkout email, device, browser, and visible error text. Do not ask for passwords, one-time codes, private links, remote access, full payment details, or bank information.

Template copy

We can check the order record tied to the checkout email and see what delivery information is available. Please send the order number or the email used at checkout. Do not send your password, one-time codes, or payment card details. It can also help to check spam, promotions, and any alternate inbox used at checkout while we review the order record.

Adapt it safely

  • Replace outcome promises with one clear support step.
  • Use your own digital delivery policy before mentioning access windows.
  • Ask for visible error text instead of private download links.
  • Keep refund, replacement, and access decisions separate from the first acknowledgement.

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