Ask for order number and non-sensitive screenshot.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
Order confirmation link not working template
Reply when a confirmation email arrived but the order status or confirmation link does not work.
Copy-ready template
Subject: Checking the confirmation link
Hi {{customer_name}},
Thanks for reporting the confirmation link issue. I am sorry the link did not open as expected.
Please send the order number and a screenshot of the non-sensitive error message if available. Do not include payment information. We will review the details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Avoid payment details.
Keep the reply calm, record-based, and aligned with your store support process.
Do not promise link restoration before review.
Keep the reply calm, record-based, and aligned with your store support process.