Ask for the error message only.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Gift card screenshot request template
Ask for a safe screenshot of the gift card error without exposing sensitive code data.
Copy-ready template
Subject: Screenshot details for the gift card issue
Hi {{customer_name}},
Thanks for reporting this. To review the gift card issue accurately, could you send a screenshot of the error message?
Please hide the full gift card code and any payment information. We only need the visible error message and basic checkout context.
Thanks,
{{store_name}} Support
Use this carefully
Tell the customer to hide the full code and payment data.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid requesting screenshots with sensitive information visible.
Keep the reply calm, non-sensitive, and aligned with your store support process.