How do customers get their digital product?
In this article:
Do I need to send customers their digital products?
No, we do that for you! Sellfy hosts your product files on a secure server and takes care of delivering your orders to customers, instantly.
See how the process works, below.
How customers access their digital downloads or streaming videos
Once the customer pays you through Stripe or PayPal, we'll send them a purchase confirmation email and direct them to the purchase confirmation page. There, they can stream and watch or download the digital product(s).
Customers can download or stream product files immediately on the Confirmation page. Or they can access these products at a later time, through the purchase confirmation email.
How many times can customers download or stream?
Note: Read here for information about how Sellfy helps protect your content from piracy.
There are 5 download attempts and 5 streaming views for each individual product file.
This download limit spans different devices. So, if the customer wants to download the file on their smartphone and then on their computer, they’re able to do so, but they'll be limited to 5. If you were to offer a product that combines downloadable and streamable content, they will have 5 total views and download attempts.
Why would customers need more than one attempt?
Here are a few examples.
- A customer might want to download files to different devices.
- A customer replaces the device they had originally saved the file on and need to re-download it.
- A customer has trouble with downloading a file or streaming. Poor or unstable internet connection can cause this.
We understand that piracy is a concern when selling digital items. But, we do our best to help and we want to share something encouraging. Nearly all the creators that use our service have no issues with piracy. Typically, customers are honest!
Exceptions to the download limit
Exceptions to this include the customer accessing the file(s) from the same device, in this the number of downloads or streaming views won’t be limited. This is great for customers that have purchased products like audiobooks that they wish to play many times.
The other exception would be subscription purchases. Downloads for subscriptions are only available during the time length of the subscription. In other words, a customer that pays for a monthly subscription will only have access to the files for the month regardless of whether they used all 5 downloads or streams. At the end of the month, previous download links are deactivated and the customer receives their new downloads.
Can I limit the number of downloads or streams?
If you have concerns about a disputed order or have an order with suspect behavior, you can manually block the customer from accessing their digital purchase. This is called restricting an order.
To restrict the customer's access, go to your Orders section and locate the order in question. Then, use the Quick Actions dropdown menu to choose the option to Restrict downloads. This will also restrict streaming access. See how this is done, below.
Why did my customer not receive their email?
Note: We encourage customers to thoroughly check their email inboxes. Sometimes emails end up in junk or spam folders.
Your customer may not have received their email if:
- The customer misspelled their email address
- The email could not be delivered due to an email bounce
- The order is marked Pending (or incomplete) by PayPal
The customer misspelled their email address
If the customer misspelled their email address during checkout, we're not able to deliver the purchase confirmation email to them. In these cases, it's simple to fix!
The delivery email bounced
- Go to Orders
- Select the order
- Select the Quick Actions drop-down menu
- Select Confirmation page
- Copy the URL
- Paste the URL into the email for your customer
The order is marked pending by PayPal
Important! Sellfy does not process payments. Issues with Pending orders must be resolved with PayPal. You can use this checklist for general troubleshooting but we'd also recommend contacting PayPal.