Video File Too Large To Download template for Shopify merchants
A careful support reply for video file too large to download cases after a Shopify digital purchase. Use it when a shopper reports video file too large to download. The wording asks for safe order context without promising restored access, successful download, compatibility, security-warning bypass, replacement, refund, resend, account changes, platform access, or exact timing.
Copy-ready example
Subject: We can check the large-file download details
Thanks for contacting us. We can check the order information available for this digital product and compare it with the large-file message you are seeing.
Please send order number, checkout email, product name, file type or visible size, device, browser or app, and the exact large-file message shown. 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, remote-access invitations, or the purchased file itself through ordinary email.
Once we review the available information, we will reply with the next support step. We cannot promise restored access, successful download, compatibility, security-warning bypass, replacement, refund, resend, account changes, platform access, 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, remote-access invitations, or the purchased file itself through ordinary email.
Use this when
- The shopper reports video file too large to download.
- You need order number, checkout email, product name, file type or visible size, device, browser or app, and the exact large-file message shown.
- You want process-based wording without promising a fix before review.