Say you will not guess.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
No-promise order confirmation not received template
Use when a missing confirmation issue needs review but support must avoid premature promises.
Copy-ready template
Subject: We are reviewing the order confirmation issue
Hi {{customer_name}},
Thanks for letting us know the order confirmation email has not been found. We do not want to guess or give an unsupported answer before checking the store-side record.
Please send the checkout email and any order number if available. Do not send payment details. We will review the information and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask only for non-sensitive details.
Keep the reply calm, record-based, and aligned with your store support process.
Avoid order, payment, resend, refund, delivery, document, or timing promises.
Keep the reply calm, record-based, and aligned with your store support process.