Download resend request first reply template for Shopify merchants
A first response when a shopper asks the store to resend a digital download link. Use it when a shopper asks the store to resend a digital download link. The wording asks for safe order context without promising resend, restored access, replacement, refund, account changes, policy exceptions, or exact timing.
Copy-ready example
Subject: We can check the download resend request details
Thanks for contacting us. We can check the order information available for this digital product and review what support step is available for the download message.
Please send order number, checkout email, product name, purchase time, and whether the original email was found in spam or promotions. 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, or remote-access invitations.
Once we review the available information, we will reply with the next support step. We cannot promise resend, restored access, replacement, refund, account changes, policy exceptions, 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, or remote-access invitations.
Use this when
- The shopper reports that a shopper asks the store to resend a digital download link.
- You need order number, checkout email, product name, purchase time, and whether the original email was found in spam or promotions.
- You want process-based wording without promising a fix before review.