Why is my digital product fulfillment status on hold?

jammiro
Visitor
1 0 1

Hi there,

I'm selling digital products using Digital Downloads app. When someone buys something, he/she gets download link on the order page.

 

It used to be like that, up until few days ago. Instead of being fulfilled, status of some orders is "on hold". 

Because of that, buyers don't get the link immediately. They get the link after one hour.

How can I change that? I want them to have the link immediately after they complete their checkout, no matter if upsell offers are presented to them or not.


Thank you

Replies 2 (2)

Elias
Shopify Staff
2805 274 490

Hi, @jammiro.

 

Thank you for reaching out and posting this question. 

 

I understand that the buyers are not receiving the download links immediately in the last couple of days, and you'd like to change this back. Just to confirm, did you have to do anything for the order status to change from "On hold" to "Fulfilled"? 

 

When using automatic fulfillment, the order status changes to fulfilled and the order link is sent out only after a successful payment. If there wasn't any changes made to the Ordering processing settings (in the admin) or the Fulfillment settings (in Digital Downloads), then it's possible that the download link wasn't sent immediately due to the payment taking longer to process. If this is the issue, then it should resolve itself over time. 

 

With that being said, if the issue continues to persist, then it looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit the Shopify Help Center and log in to your account to create a support request.

 

I'd love to know if our Support team can help you identify and resolve this issue. Keep me posted!

Elias | Social Care @ Shopify 
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FEARLESSBEATZ
Tourist
6 0 1

Elias, if the customer closes out of the page before they make a decision on the post purchase page, they are put on hold for an hour. These post purchase pages take 5-10 seconds to load, so this happens all the time. This is the stock functionality for post purchase pages. Is there any way to turn this off for digital products, because this is not an ideal flow?