Software key missing template for Shopify merchants
A support message when a shopper says a software key is missing. Use it when a shopper says a software key is missing. The wording asks for safe order context without promising key generation, activation, resend, replacement, refund, account changes, platform access, or exact timing.
Copy-ready example
Subject: We can check the license key delivery details
Thanks for contacting us. We can check the order information available for this digital product and compare it with the license or activation message you are seeing.
Please send order number, checkout email, software name, purchase time, and the message shown in the account or receipt. Do not send passwords, one-time codes, backup codes, private account links, private download URLs, API keys, private license keys from other purchases, 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 key generation, activation, resend, replacement, refund, 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, API keys, private license keys from other purchases, full card numbers, bank details, government ID images, mailbox access, or remote-access invitations.
Use this when
- The shopper reports that a shopper says a software key is missing.
- You need order number, checkout email, software name, purchase time, and the message shown in the account or receipt.
- You want process-based wording without promising a fix before review.