Start with the original delivery context
A customer who asks for another copy may have lost the email, changed devices, or encountered an unavailable file. These are different situations. Find the order, identify the delivered item and revision, and check the supported retrieval path before sending anything again.
The QuickAttach walkthrough describes both a delivery email and an order-status return path. That return path depends on the store’s configured customer surface. Re-download availability also depends on retention, deletion, and any external provider involved.
A support decision path
| Customer situation | First action | Next check |
|---|---|---|
| Email still available | Use the existing download action | Does the intended file open? |
| Email lost | Guide the buyer to the verified order route | Is the customer download surface configured? |
| Link opens an error | Record the visible error safely | Retention, deletion, or provider permissions |
| Wrong revision expected | Review delivery history | Which release should be available? |
Do not ask the customer to paste a private access link into a public support thread. An order reference and a sanitized description of the error are better starting points.
Fictional example: a new laptop
A buyer of order 4502 saved a custom desk plan on an old laptop. They still have the delivery email and open its download action on the new device. The merchant checks that the file remains available and helps them save the PDF. No new production task is necessary if the same approved revision is still the correct deliverable.
If the file is no longer hosted, the support task changes. The merchant must check whether an approved retained copy exists and whether re-delivery is appropriate under the store’s process. Do not promise that the app can recover every deleted or expired file.
Customer instruction to adapt
Open the delivery email for your order and select the download for the item you need. If you use our verified order download page, open that order and choose the matching item. If you see an error or cannot find the file, contact our store support with the order number and what the page says.
Remove the order-page sentence if your store has not enabled and tested that surface. QuickAttach support guidance includes checking the download link and external permissions; those checks are useful before deciding that another email will solve the issue.
Encourage buyers to save a copy within the confirmed availability period, using language that matches the store’s actual retention policy.
Deliver the right file with the right order
See how QuickAttach connects a customer-specific file or link to a Shopify order item.
See the QuickAttach order-to-download walkthrough