Acknowledge the page issue.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
Order status page not working first reply template
Reply when a customer says the order status page is not working and support needs non-sensitive context.
Copy-ready template
Subject: We can help check the order status page
Hi {{customer_name}},
Thanks for letting us know the order status page is not working. I am sorry for the inconvenience.
Please send the order number if available, the email used at checkout, and the non-sensitive error message shown. Do not send payment details or private account information. 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, checkout email, and error text.
Keep the reply calm, record-based, and aligned with your store support process.
Avoid promising status, link repair, delivery, refund, or timing outcomes.
Keep the reply calm, record-based, and aligned with your store support process.