Orders
The app processes every order that includes a configured and enabled product. See exactly what each customer has access to, modify as needed, and follow downloads, reveals, returns, restocks and more.
How order processing works
When a customer pays for an order, the app checks each line item. Line items for products you've configured and enabled in the app are recorded, and license keys are assigned to them straight away, one per quantity of the line item. All other line items on the order are ignored. From this point, the customer will have access to all linked content and assigned license keys.
That means:
- An order only appears in the app if it includes at least one of your enabled products. Your order count in the app can be lower than in Shopify, and that's expected.
- Products you enable later do not pick up older orders on their own. If an order was missed, you can import it, sync orders with Shopify, or let order reconciliation handle it automatically.
- Orders placed before you installed the app are handled more cautiously. See Orders From Before the App Was Installed.
Finding an order
The Orders page lists every order the app manages, and works like the orders list in Shopify:
- Search by order name or ID, customer, or a product on the order. Searching for an exact order, such as
#1001, opens it directly. - Filter to narrow the list, for example to a date range, or to orders with downloads, revealed keys, or returns.
- Sort by a column, such as creation date or total downloads.
Post Order Processing
After an order is initially processed, various actions in Shopify can trigger updates in the app. The table below summarizes how the app responds to common post-order events.
| When this happens in Shopify | The app |
|---|---|
| A line item is added, or a quantity goes up | Adds the new line item and assigns keys for the new units |
| The customer requests a return | Takes away access to the returned units |
| You approve a return, or create one yourself | Takes away access, and restocks unrevealed keys if Auto Restock is on |
| You decline a return | Gives the customer access again |
| You refund an item | Takes away access to the refunded units, and restocks unrevealed keys if Auto Restock is on |
| A dispute is opened | Takes away access to the whole order, if Chargeback Processing is on |
See Returns, Refunds & Chargebacks for the details, and Order Reconciliation for how the app catches anything it missed.
In this section
📄️ Customer Activity
See exactly what each customer did with their order: every download, every license key reveal, and every visit to their order status page, with the date, device and IP address.
📄️ Editing an Order
Fix a single order by hand: replace or take back license keys, undo a return, deliver extra content to one customer, reset their limits, and remove test activity.
📄️ Revoke Customer Access
Take content and license keys away from a customer without deleting or unlinking anything. Revoke access to a whole order, one line item, or a single piece of content, and restore it later.
📄️ Returns, Refunds & Chargebacks
How the app handles Shopify returns, refunds and chargebacks automatically, when keys go back in stock, what the customer sees, how to undo it, and how to gather evidence for a dispute.
📄️ Order Reconciliation
How the daily reconciliation keeps your orders in sync with Shopify, what it corrects automatically, how to sync orders yourself, and when it's switched off for an order.
📄️ Importing Orders
Bring an order the app doesn't have yet into Digital Content Manager, and what happens to its license keys depending on when it was placed.
📄️ Exporting Orders
Download your orders as a CSV file, with one row per line item and every license key, download and return on it.
📄️ Orders From Before the App Was Installed
Why orders created before you installed the app never get license keys assigned or restocked automatically, and how to bring them in.