Acknowledge the missing receipt.
Keep the reply calm, record-based, and aligned with your store support process.
Free template
Receipt not received first reply template
Reply when a customer says they did not receive a receipt and support needs order context first.
Copy-ready template
Subject: We can help check the receipt email
Hi {{customer_name}},
Thanks for letting us know the receipt email has not been found. I am sorry for the inconvenience.
Please send the purchase email and any order number if available. Do not send card numbers, banking details, or sensitive payment information. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for purchase email and order number.
Keep the reply calm, record-based, and aligned with your store support process.
Avoid promising resend, payment status, refund, or document outcomes.
Keep the reply calm, record-based, and aligned with your store support process.