Ask for error text only.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
Order status page error code template
Reply when the order status page shows an error code or technical message.
Copy-ready template
Subject: Checking the order status error
Hi {{customer_name}},
Thanks for sharing that the order status page showed an error message. I am sorry for the friction.
Please send the order number and the non-sensitive error text or screenshot. Please hide payment details, private links, and personal information not needed for support. We will review the details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Tell the customer to hide private data.
Keep the reply calm, record-based, and aligned with your store support process.
Do not promise a technical fix.
Keep the reply calm, record-based, and aligned with your store support process.