Digital delivery support email template

Expired download link question template for Shopify merchants

A careful reply when a shopper thinks a download link has expired. 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 careful reply when a shopper thinks a download link has expired.

Keep these guardrails

  • Do not guarantee that an expired link can be renewed
  • Ask for safe lookup details
  • Route to the store policy when access windows matter

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 and the download access information available for your purchase. Please send the order number or checkout email. Do not send private download URLs, passwords, one-time codes, or payment details. If the download access window is policy-based, we will use the store policy to explain the next available support option.

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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