Avoid asking customers to forward private links.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
Order status link broken reply template
Use when the order status link from email or SMS does not open.
Copy-ready template
Subject: Reviewing the order status link
Hi {{customer_name}},
Thanks for reporting the broken order status link. 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 forward private links or payment details. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for order number and non-sensitive screenshot.
Keep the reply calm, record-based, and aligned with your store support process.
Do not promise a new or fixed link.
Keep the reply calm, record-based, and aligned with your store support process.