Ask for the error message only.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Checkout error screenshot request template
Ask for a safe screenshot of a payment or checkout error.
Copy-ready template
Subject: Screenshot details for the checkout issue
Hi {{customer_name}},
Thanks for reporting the checkout issue. To review it accurately, could you send a screenshot of the error message?
Please hide or crop out any card number, security code, billing details, or other sensitive payment information. We only need the error text and basic checkout context.
Thanks,
{{store_name}} Support
Use this carefully
Tell the customer to hide sensitive data.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid requesting full checkout screenshots with card data.
Keep the reply calm, non-sensitive, and aligned with your store support process.