Submit the message that talks about this order, not the whole inbox.

Messages that usually help

• The customer asking when this order will arrive, changing the address, or confirming pickup.
• A quality complaint you already offered to refund or replace — for not-as-described cases.
• A cancellation request with a timestamp — for subscription cases.
• A note that they want to drop the chargeback, on bank letterhead if they actually obtained one.

What a thread cannot do

Anyone with access to an email account can send mail. A friendly thread does not replace AVS, 3-D Secure, or delivery to a billing address on an unauthorized claim. Do not write 'as you can see they are the real customer' above a Gmail screenshot.

If they never contacted you

Shopify notes that networks often expect the customer to try the merchant first. If your support log shows no ticket for this order, say that plainly and point to the contact path that was available. That is a fact about the log, not a moral argument.