Congratulations to @user-removed who provided a very quick and well-structured solution with a great tone of voice here. The issue this user was facing seemed to be solved, but one more trick from @user-removed saved the day.
The simple fact that the message is short and ended with a 'Hope this helps!' lets customers know we are awaiting updates from their side, and are ready to provide more help immediately.
We'll make sure to give a month of Premium for the contribution!