Digital delivery support email template

No-promise download link template for Shopify merchants

A conservative template for digital delivery issues where the merchant wants to avoid overpromising. 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 conservative template for digital delivery issues where the merchant wants to avoid overpromising.

Keep these guardrails

  • No promise of replacement, access restoration, refund, or delivery outcome
  • Ask only for order lookup details
  • Use exact next-step language

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

Thanks for contacting us about the download link. We can check the order record and the delivery information available for your purchase. Please send the order number or checkout email, plus the error message you see. Do not send passwords, one-time codes, private links, full card details, or bank information. Once we review the available record, we will reply with the next support 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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