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Problems and questions after an order

It is rare that there are questions and problems after an order. If this is the case, the following information will help you.

1. ​The order confirmation email contains this information

In principle, it is our goal to make the customer’s purchase and the subsequent access to their product as simple and comprehensible as possible. For this reason, we send out a standardized email that has been optimized according to our experience in which the customer receives information about how they can access their product and whom they can contact if they have any questions. The email contains a link to the Digistore24 order confirmation page where the customer can finally download their product. Alternatively, you can create your own thank you page and link it to Digistore24.

The email that the customer receives after an order

2. ​How your customers receive their invoice

Via email

Every customer receives an order confirmation email after their purchase containing the link to the invoice in PDF format.

Via IPN/API to your system

The link to the invoice can be automatically transferred to your CMS via API/IPN. This way, you can provide your customer with the link to the invoice within your system. Find out more about the IPN interfaces here.

3. ​Send customer the order confirmation email/invoice again

  1. In the vendor view, go to Reports > Transactions.
  2. Click on the paper icon with the green ticks under Actions for the relevant order in order to get to the order confirmation page.
  3. Copy the order confirmation page URL and send it to the customer. If your customer would primarily like a new invoice, let them know that they have to click on the View previous invoice(s) button. In addition, they should also save the page so that they have continued access to their invoices in the future.

Alternatively, you can click on the magnifying glass icon under Reports > Transactions and then click on the button with the label Send confirmation email under the Journal section in order to send a new order confirmation, which the customer can then use to gain access to their invoice again.

4. ​Correct invoice

If your customers entered incorrect data during the order process, you as a vendor can still correct it afterwards:

  1. In the vendor view, go to Reports > Transactions.
  2. Search for the relevant order, either using the customer’s last name, their email address or the order ID.
  3. Click on the magnifying glass icon  under Actions for the relevant order in order to get to the transaction details.
  4. Now correct the buyer’s details in the Buyer table.
  5. After making the correction, click the button Save located under the Journal table.
  6. Scroll down to the Transactions overview where you can download the updated invoice by clicking on the PDF icon .
Important note:

Corrections to an invoice can unfortunately only be made up to 60 days after the invoice has been issued. This period cannot be extended for technical reasons.

5. ​Change customer’s email address after their order

You can independently change your end customer’s email address even after an order has been placed. To do this, call up one of the customer’s transactions as follows:

  1. In the vendor view, go to Reports > Transactions.
  2. Filter the transaction list after an order of the customer whose email address you want to change. You can do this, for example, by entering their current email address in the search field Email. Alternatively, you can search for the customer’s last name or order ID. Then click on the Search button.
  3. Once you have found the order, click on the magnifying glass icon under Actions and you will get to the order details.
  4. Using their first and last name, please check here whether it is actually your end customer. Then scroll to the beginning of the table with the title Buyer. For Buyer email, you can now enter your customer’s new email address.
  5. Finally, click the Save button which is under the Journal table.

If you have checked through your entire sales process and still cannot call up the links sent to you in the order confirmation email, then this may be due to the following reasons:

You are using plugins that do not work properly. This can often be due to the WordPress Security Plugin Better WP Security. This plugin has the setting Prevent long URL strings. This setting must be deactivated; otherwise very long URLs are truncated when you try to open them.

In addition, there are server security settings that do not allow long URLs. Unfortunately, there is nothing we can do here except encourage you to get in contact with your server admin to customize the security settings according to your needs. Alternatively, you can find a server provider that allows long URLs.

It may also be due to the hoster you are using, because they might have settings that do not work properly. To solve the problem, you should check these settings, and, if necessary, seek the help of a programmer.

Tip:

You can find freelancers who can help you with technical difficulties here www.machdudas.de.

Updated on 17. July 2018

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