Viewing orders

Orders in ABC Digital Downloads lists your store's orders. Open an order to see its files, downloads and emails, resend the download email, add files, or change its download limits.

Open an order

1. In your Shopify admin, open ABC Digital Downloads and click Orders.
2. The list shows each order's number (#), Date, Customer, when the download email was sent (Email sent) and its payment Status.
3. Click an order to open it.

To find a particular order, see Searching orders.

What the order page shows

• At the top: the order number, its payment status and date, and Resend Download Email.
• Products with connected files: each product on the order, with its variant, and the files connected to it. For each file, Downloaded shows how many times the customer has downloaded it. Streams aren't counted.
• Email activity: each email ABC has sent for this order, with its Subject, when it was Sent, and its Status: Sent, Delivered or Opened. Click view to see the email as it was sent, then Close to go back.
• File download activity: appears after the first download. Each row shows the File, the Location it was downloaded from (for example, the Thank you page), the Country (not always filled in), Browser and IP address, and When. For download totals across your store, see Track orders, downloads and storage in Analytics.
• Customer: the customer's name and email address. Click View to open the customer in Shopify.
• Download Limitations: this order's download limits (see below).

If you've added languages to your email templates, the Customer card also shows the order's Email language. To send this order's emails in another language, click Change, choose the language and click Save. To add languages, or to learn which language a new order gets, see Customizing email templates.

Resend the download email

Available on the Essential, Professional and Plus plans.

If a customer can't find their download email, you can send it again, from ABC or from your Shopify admin.

⚠️ Important: Resending emails the customer straight away. ABC doesn't ask you to confirm.

From the order in ABC

Click Resend Download Email at the top of the order. ABC sends the customer their download links again, in the email "Your digital download is ready! 🎉", and shows "Download email has been resent". After a resend, the button is unavailable for 10 minutes.

From your Shopify admin

1. In your Shopify admin, open the order and click More actions > Apps > ABC: Resend download email.
2. The Resend download email dialog shows who the email goes to, when it was last sent, and the order's Files, each with its number of downloads.
3. Click Resend email.

The 10 minutes are shared: after a resend from either place, both wait 10 minutes. Until then, the dialog says "This email was sent recently. Please wait 10 minutes before sending again."

For more about resending, including how to check that the email went out, see Resend a download email.

Attach extra files to an order

You can add files to an order after it's placed, such as a bonus file or a new version of a file.

⚠️ Important: Send updated download email in step 3 emails the customer straight away.

1. On the Products with connected files card, click Manually connect files, then choose Select files or Upload files.
2. The files appear on a new Manually Attached files card.
3. Right away, click Send updated download email in the New files connected banner. The banner is gone once you reload the page.

The customer gets an email listing all the order's files, the original ones and the new ones. For the full steps, see How to send updated files to specific customers.

Change download limits for one order

Your download limits in Settings apply to every order. To give one order different limits, use its Download Limitations card. For how each limit works, see Limit and restrict downloads.

Download Limit is available on the Essential, Professional and Plus plans. IP Limit and the billing-country option are available on the Professional and Plus plans.

1. Tick Override global download limitations for this order.
2. Change any of these:
   • Download Limit: how many times each file on this order can be downloaded. Leave it empty for unlimited downloads.
   • IP Limit: how many different IP addresses can download each file.
   • Restrict downloads to the billing country: only allow downloads from the country in the order's billing address. The label ends with the order's country code, for example (GB).

Each change saves as soon as you make it. There's no Save button.

When a limit blocks a download, the customer sees a short message instead of the file:

• Download limit reached: "Download limit has been reached", asking them to contact your store.
• Wrong country: "This download has been restricted to the billing country for this order."
• Links turned off (see the next section): "Download prohibited. Please contact seller."

Blocked attempts aren't counted as downloads.

Turn off all download links for an order

To stop a customer downloading any file from an order, tick Disable all download links in Download Limitations.

• The Files block disappears from the customer's Order status page.
• Links the customer already has show "Download prohibited. Please contact seller."

To turn the links back on, untick it.

When you cancel or refund an order in Shopify, its download links are turned off too. The customer's links then open a page saying the download isn't allowed.

💡 Tip: File download activity shows where and how each file was downloaded. It can help if you think a customer is sharing their links.