Ask for checkout email and order number if available.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
Order confirmation not received template
Use when a customer cannot find the order confirmation email after purchase.
Copy-ready template
Subject: Checking your order confirmation
Hi {{customer_name}},
Thanks for reaching out. I am sorry the order confirmation email has not been found.
Please send the email used at checkout and any order number or checkout message if one appeared. We will review the store-side order record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Check the store-side record before confirming order status.
Keep the reply calm, record-based, and aligned with your store support process.
Do not promise an order exists until reviewed.
Keep the reply calm, record-based, and aligned with your store support process.