Ask for order number or checkout email only.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Payment pending customer question template
Respond when a customer asks whether a payment is pending or whether an order was created.
Copy-ready template
Subject: Checking whether the order was created
Hi {{customer_name}},
Thanks for checking. We understand you want to know whether the order went through.
Please send the email address used at checkout and any order number if one appeared. Do not send card or banking details. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Do not confirm payment status before reviewing records.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid payment processing advice.
Keep the reply calm, non-sensitive, and aligned with your store support process.