Digital delivery support email template

Download limit reached template for Shopify merchants

A policy-safe reply when a shopper sees a download limit or access limit message. 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 policy-safe reply when a shopper sees a download limit or access limit message.

Keep these guardrails

  • Do not promise extra downloads
  • Reference store policy only if it exists
  • Collect order lookup details

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 download access information connected to your order and explain the support option available. Please send your order number or checkout email. Do not send passwords, private account links, one-time codes, or payment details. If download limits are part of the product policy, we will use that policy when replying with the next step.

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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