Separate missing receipt from payment failure.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
Receipt question after payment failed template
Reply when a customer expected a receipt but checkout or payment may have failed.
Copy-ready template
Subject: Reviewing the checkout record
Hi {{customer_name}},
Thanks for contacting us. We understand you expected a receipt but the checkout result may not have been clear.
Please send the checkout email and any non-sensitive checkout 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
Ask for non-sensitive checkout message.
Keep the reply calm, record-based, and aligned with your store support process.
Do not promise payment status or refund outcome.
Keep the reply calm, record-based, and aligned with your store support process.