Acknowledge the missing confirmation.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
Order confirmation not received first reply template
Reply when a customer says they did not receive an order confirmation email.
Copy-ready template
Subject: We can help check the order confirmation
Hi {{customer_name}},
Thanks for letting us know the order confirmation email has not been found. I am sorry for the uncertainty.
Please send the email used at checkout and any order number or checkout message if one appeared. Do not send card numbers, banking details, or sensitive payment information. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for checkout email and any order number.
Keep the reply calm, record-based, and aligned with your store support process.
Avoid promising order existence, resend, payment status, refund, or delivery outcomes.
Keep the reply calm, record-based, and aligned with your store support process.