Confirm review is still happening.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Payment failed issue status update template
Update a customer while a payment-failed issue is being reviewed.
Copy-ready template
Subject: Update on the checkout issue
Hi {{customer_name}},
Thanks for your patience. We are still reviewing the checkout message and store-side record connected to your report.
Once the review is complete, we will reply with the next support step available through our store process.
Thanks,
{{store_name}} Support
Use this carefully
Avoid exact timing unless confirmed.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Do not imply payment success or refund approval.
Keep the reply calm, non-sensitive, and aligned with your store support process.