Do not ask for card or bank details.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Card declined reply template
Use when checkout says the card was declined, without giving banking or financial advice.
Copy-ready template
Subject: About the card declined message
Hi {{customer_name}},
Thanks for sharing that checkout showed a declined message. I am sorry that interrupted the order.
For your security, please do not send card or banking details by email. If you can share the exact checkout message without sensitive information, we can review what appears on the store side and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Do not tell the customer what their bank will do.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Focus on store-side support review only.
Keep the reply calm, non-sensitive, and aligned with your store support process.