Q1: How do my customers receive their digital files?

Your customers can easily access their digital files in two ways:

• Email: Automatic email with download links is sent immediately after a successful order.
• Account Page: Downloadable files are available on their customer account page after purchase.

Q2: How do I create my first digital product?

This guide will help you set up your digital products and link them to the Mageplaza Digital Downloads app. Creating your first digital product is simple:

• In your Shopify admin, navigate to Apps and select Mageplaza Digital Downloads.
• Go to Digital products and click Add digital product.
• Select product you want to associate with your digital files. Note: If you haven’t created the product yet, do so in your Shopify admin (remember to uncheck “This is a physical product” in the Shipping card).
• Configure your digital product:
  • Choose Digital File to provide a downloadable file.
  • Choose Link to provide a download link.
  • Choose Digital File + Link to provide both.
• You can optionally limit downloads by time or per order to enhance security.
• Remember to click Save before exiting.

Q3: How do I customize the appearance of my Download email to match my store’s branding?

Yes, you can fully customize your download emails:

• Navigate to Settings → Download email → Click “Customize” button
• Personalize the Branding section with your logo and brand colors
• Customize Content in these textfields to meet your needs
• Preview your changes by sending a test email to yourself before saving

Q4: Why are customers having issues downloading files?

If customers experience download issues, this may be due to:

• Download limits reached: If you’ve set maximum download limits per order, customers cannot download beyond this limit
• Expiration period: Downloads may no longer be available if the expiration period you set has passed
• Product removal or updated: If you’ve deleted or updated a digital product from the app after purchase, customers will see a message stating the product information has been deleted or updated.

Q5: How do I set download limits for my digital products?

You can easily configure download limitations for your digital products to control access:

• When creating or editing a digital product, navigate to “Step 3: Settings”
• You’ll find two download limit options that can be used separately or together:
  • “Limit number of download in time” - Restrict downloads to a specific time period (hours, days, weeks, or months)
  • “Limit number of downloads per order” - Set a maximum number of times each file can be downloaded
• Simply check the desired limitation option and enter your preferred values
• These settings will be reflected in customer emails and the Thank you page (if configured)
• If no limitations are set, customers will have unlimited access to download their purchased files

Setting appropriate download limits helps protect your digital content while providing reasonable access for your customers.

Q6: What are the email statuses when sending to customers and how to handle errors?

Possible statuses and causes when sending to customers:

• Delivered: The email has been successfully sent to the recipient’s mail server (Note: This status does not guarantee that the email has been read by the recipient).
• Pending:
  • Reason: The email is in the sending queue and hasn’t been processed yet. This could be because the system is busy or the network connection is slow.
  • Troubleshooting: Wait a short period and check the status again. If the situation persists, contact support.
• Error = Bounce: The email could not be delivered to the recipient’s address.
• There are several types of bounces:
• Permanent (Hard bounce):
  • Reason: The email address does not exist.
  • Troubleshooting: Double-check the recipient’s email address and ensure it is correct. If not, you need to collect the correct email address from the recipient.
• Transient (Soft bounce):
  • Reason: A temporary error occurred, such as the recipient’s mailbox being full, the recipient’s server being overloaded, or the server being unavailable.
  • Troubleshooting: You can try resending the email after a while.
• Undetermined:
  • Reason: The specific sending error could not be determined.
  • Troubleshooting: Try resending the email. If it still fails, contact support for further investigation.
• Complaint: The recipient has reported your email as spam or containing inappropriate content.
• Abuse (Spam):
  • Reason: The email was reported as spam.
  • Troubleshooting: Do not resend the email to this person. Review your content and how you collect other email addresses to avoid being reported as spam in the future.
• Fraud:
  • Reason: The email content was reported as fraudulent.
  • Troubleshooting: Do not resend the email to this person. Review your email content to ensure transparency and compliance with regulations.

Q7: What file types are supported?

The app supports all file types, but there is a 500MB total storage limit per account.

Q8: What happens if I uninstall the app?

All your settings and data will be cleared. If you reinstall, you’ll need to set everything up again.