support boundary copy for Squarespace digital products

A practical copy pattern for support boundary copy. Adapt it to the current Shopify product page, delivery instructions, and policy pages visible to customers.

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Use case

Customers ask why a previous download page, checkout email, or product URL now points to a Shopify experience.

Writing rule

Ask only for order number or purchase email when needed. Mention Squarespace only as migration context. Do not promise redirect success, account repair, or third-party page behavior.

Compliance note

This is a self-serve copy resource, not a checkout, waitlist, migration service, account repair offer, or third-party support desk.

Draft reply

Subject: About the current download path Hi [name], Thanks for checking. The customer-facing path for this digital product has changed, so an older download link, receipt page, course area, or account route may not match the current Shopify instructions. The current place to start is: [current product page or support page]. If you need help locating an order, please send only your order number or purchase email. Please do not send passwords, one-time codes, card details, private account links, mailbox access, API keys, or remote access. This reply explains the current support route and does not promise old-link restoration, third-party account changes, redirect coverage, or a custom migration service. Thanks, [store name]

Customize safely

Replace [current product page or support page] with the public page that customers can use now.