Why are my digital downloads not delivering to customers?

NathanKim
Excursionist
19 0 5

Hi, I'm using the 'Digital Downloads' app which is an app developed by Shopify to deliver digital files to the customer upon purchase. 

 

However, I've been encountering issues where the digital files are not being delivered to customers upon purchase NOR are the files being emailed to customers. I have made sure that all of the proper files have been uploaded. Is there anything I can do to fix this?

 

Here are some images to explain what I mean:

 

Screenshot 2023-08-18 at 1.47.10 PM.pngimage-3.png

Replies 2 (2)

NathanKim
Excursionist
19 0 5

Bump, please help me with this issue.

Olivia
Shopify Staff
1698 146 305

Hi, @NathanKim!

 

Thank you so much for connecting with our network and sharing your concerns.

 

I spent quite a bit of time researching similar instances of this occurring on other stores and I was unable to find similar reports or replicate this issue in my own test environment. With that being said, we always want to rule out any local errors as being the cause of this issue, so can you please try the following:

 

  • Try clearing cache/cookies of current browser
  • Try from a different, up-to-date, browser
  • Try from a different network connection

If you are able to replicate the issue at that point, then our technical team will absolutely need to take a deeper look. In order to better prepare you and fasten the process please have the following information ready:

 

  1. How many customers this impacted, along with their regions and timezones
  2. Any other information such as browser or device being used for our testing purposes
  3. When did this issue start, and if any apps or custom code was interjected in this timeframe

Then, connect with our Live Team directly so the issue can be escalated. We look forward to supporting you further and ensuring this gets resolved sooner than later.

 

In the meantime, make sure you have a back up app or instructions for your customers to access your files.

 

Warm regards,

Olivia | Social Care @ Shopify 
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