Review store-side order record before answering.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Payment failed no order created template
Reply when payment failed and the customer is unsure whether an order exists.
Copy-ready template
Subject: Reviewing the checkout record
Hi {{customer_name}},
Thanks for contacting us. I am sorry the checkout result was unclear.
Please send the email used at checkout and any non-sensitive error message you saw. We will review whether a store-side order record exists and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Do not ask for payment credentials.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Do not promise an order exists or does not exist before review.
Keep the reply calm, non-sensitive, and aligned with your store support process.