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Digital Seller Inbox Macros — Download Problems, Order Questions & Refund Requests
Three one-page decision trees and 18 paste-ready reply templates for the support emails digital-download sellers get most.
- Instant digital download (ZIP file)
- Secure checkout by Creem; taxes may be added at checkout depending on your location
- 14-day refund if the file is defective or not as described
Questions first? Email support@smtstor.com.
Overview
Digital sellers get the same three emails again and again: "I can't download it", "where is my order?" and "can I get a refund?". Rewriting replies each time makes tone and decisions drift.
This pack gives you three printable decision trees (Download Failure, Where-Is-My-Order for digital goods, and Refund). Each branch ends in a short reply template with placeholders such as {BuyerFirst} and {ProductName}. You fill in a policy worksheet first, so your own refund and resend rules decide the answer.
What's inside
Start-Here.pdf
Which tree to open for which email.trees/A-Download-Failure.pdf, B-WISMO-Digital.pdf, C-Refund.pdf
Three one-page decision trees.worksheets/policy-checkboxes.pdf
Set your resend and refund rules before replying.macros/ (18 .txt files: A-01 to A-06, B-01 to B-06, C-01 to C-06)
Paste-ready replies with placeholders. Every reply is already written — no ChatGPT account or prompts needed.LICENSE-and-disclaimer.txt
License terms and disclaimer.
How it works
- Fill in the policy worksheet once.
- When an email arrives, open the matching tree and follow the questions.
- Paste the reply template at the end of the branch and fill in the placeholders.
Who it's for
- Anyone selling digital downloads who answers their own support inbox
- Small teams that want consistent replies without a ticketing system
What it is not
- Not a CRM, ticket queue or customer database
- Does not decide refunds for you; your store's refund policy always applies
- Digital goods only: no shipping-tracking replies; not legal advice
Format & delivery
Delivery: instant digital download. After payment, the checkout confirmation page and your receipt email contain the download link. Nothing is shipped.
Format: ZIP file (about 224 KB) with 24 files: PDF and plain-text (.txt) templates. No software required.
Language: English. License: personal and internal business use; you may not resell or redistribute the files (see Terms).
Important
These templates help you reply consistently. Your own store refund policy always takes priority. Do not invent tracking numbers for digital goods. Not legal advice; no guarantee of outcomes.
Refunds: see our Refund Policy.
Preview images
Start-Here table: which decision tree to open 
Tree B: where is my order (digital) 
Tree C: refund requests, policy first