WooCommerce digital product support macros

Triage access without collecting secrets

Match the order, product and intended account using your secure process. Check payment state, download permissions, limits or expiry and the exact error reported. Ask for the error text or a screenshot with private details covered. Never request a password, full card number or a complete software licence key in an email thread.

Check the permission and delivery settings

WooCommerce provides downloadable-product permissions and delivery settings. Check them before promising access or resetting a limit. Follow the official downloadable-product guide for your setup. A product marked virtual is not automatically a downloadable file, and a third-party licence system has its own records.

Separate troubleshooting from financial decisions

Do not instruct a customer to disable security software or use an untrusted download link. Offer a verified link and a supported alternative. A digital-goods refund request needs the applicable policy and obligations reviewed; do not assume every opened download is ineligible. CaseKit drafts the reply; it does not reset access, issue software keys or approve refunds.

Copy-paste starters

Replace every placeholder, check the condition above each reply and remove any action or estimate that is not verified. These templates do not send messages or perform order actions.

Hi {first_name},

For {product} on order {order_number}, use {verified_account_or_download_location}.

If you see an error, please share its text with private details removed so I can check the next step.

Best,
{agent_name}

Hi {first_name},

I will check the delivery of the purchase email for order {order_number}. You can also use {verified_account_access_route}.

Please check your spam folder. Do not send your password; contact us through {secure_support_channel} if you cannot access the account.

Best,
{agent_name}

Hi {first_name},

Please tell me the error shown when you use {verified_download_location}, your browser and the file affected. Cover private details in any screenshot.

I will check the file and permissions. You do not need to disable your security software.

Best,
{agent_name}

Hi {first_name},

The download permission for {product} shows {verified_limit_or_expiry}. I will check whether it can be restored under our policy.

I will confirm the result by {next_update_date}.

Best,
{agent_name}

Hi {first_name},

For the software licence included with {product}, please use {verified_licence_portal}. Do not send the full licence key in this email.

If access is unavailable, I will ask {licence_support_team} to review the purchase through our secure process.

Best,
{agent_name}

Hi {first_name},

Please share the activation error text and the software version for {product}, without including your licence key.

I will check {verified_activation_support_step} and update you by {next_update_date}.

Best,
{agent_name}

Hi {first_name},

Please use the password-reset option at {verified_account_url}. We will never ask you to email your password.

If the recovery message does not arrive, contact {secure_support_channel} so we can check the account safely.

Best,
{agent_name}

Hi {first_name},

I will review the account-access issue for order {order_number}. Please complete {secure_ownership_check}.

We will confirm any approved email or access change through that process.

Best,
{agent_name}

Hi {first_name},

I received your refund request for {product}. Please describe the problem so I can review the purchase and applicable policy.

I will explain the available resolution by {next_update_date}.

Best,
{agent_name}

Hi {first_name},

Access to {product} has been restored for order {order_number}. Use {verified_access_location}.

Current access conditions: {verified_limit_and_expiry_or_none}
Please reply if you still see an error.

Best,
{agent_name}

Primary sources

Checked 3 October 2026. Verify current platform instructions before taking an action.

• WooCommerce downloadable-product documentation

Related guides

• WooCommerce refund replies
• General WooCommerce templates