Account-support email template

Duplicate account first reply template for Shopify merchants

A first response when a shopper says they may have two customer accounts. It keeps the response safe and practical: use store-side lookup details, avoid collecting secrets, and do not promise account merge, deletion, email correction, order transfer, restored access, refund, or exact timing.

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Use this when

A first response when a shopper says they may have two customer accounts.

Keep these guardrails

  • Acknowledge the duplicate-account concern without promising a merge
  • Ask for safe account and order lookup details only
  • Avoid passwords, codes, private links, and payment details

Do not collect secrets

Do not ask for passwords, one-time codes, backup codes, private account links, full card numbers, bank details, mailbox access, private download URLs, private payment details, or remote-access invitations in ordinary support email.

Template copy

Thanks for contacting us about the duplicate account question. We can check the store-side records connected to the account emails and explain the next support step available. Please reply with the account email addresses involved and any order number you already have. Do not send passwords, one-time codes, backup codes, private account links, full card details, or bank information. After checking the available records, we will reply with the support option available.

Adapt it safely

  • Replace duplicate-account promises with one concrete support step.
  • Keep merge, deletion, order transfer, and login issues separate.
  • Ask for account emails and order numbers instead of credentials or card data.
  • Use your own store policy before describing any account-support process.

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