Overview
To help you anticipate and answer common customer questions before or after they place a digital file order, we’ve put together essential information on download delivery times.
Understanding when your customers will receive their downloads is key-especially during busy seasons. By proactively sharing this information, you can set clear expectations and greatly reduce the number of support requests. A great way to do this is by adding the information to your shop’s FAQ. You can easily customize your FAQ in your shop settings under: Online Shop > Pages & Menu > FAQ.
Is any action required to deliver downloads to my customers?
No, our system automatically handles the delivery. Your customer will receive an email notification and be directed to their order overview page to download their photos once they are available.
Timeline
Once a customer places a download order, they will receive an email notification upon successful payment processing. This message will inform them that the delivery of their order may take up to 24 hours. We added this time frame to cover for different scenarios. In cases where no manual revision is required, the download is typically made available within a few minutes. Once the downloads are available, your customer will receive a second email notifying them that their photos are ready to be downloaded. The following section outlines specific scenarios in greater detail.
What can influence the delivery time of downloads?
If you have activated Manual Revision in your Advanced job settings, it depends on your download settings, if customers will receive their downloads immediately after the payment was processed:
- If you selected the option "Exclude download-only orders," those orders will be released immediately. If this option is not selected, downloads will only be delivered to your customers after you have released the order from manual revision and the system has regenerated any updated files. This process typically takes just a few minutes.
- Mixed orders that include physical items and download orders will remain in Manual Revision until you have revised and released them from Manual Revision.
Are downloads in batch shipping orders delayed until the batch is released?
No. Unless the order is sent for manual revision after payment has been processed, customers will receive their download orders within 24 hours-typically within minutes.
Can I track whether a customer has downloaded their photos?
You can verify the photo download under the status overview on the order overview page (see screenshot below). However, the status will indicate if the photos have been downloaded. Please be aware that this status also updates if you, as the photographer, download the files, so it may not exclusively reflect customer activity.
How long is the download link valid?
The download link remains active for 6 weeks. This is a fixed data privacy measure and cannot be adjusted. If the link expires, customers can reactivate it themselves directly from their order overview, see also The download link for digital products isn't working anymore.
What if a customer entered a wrong email address when placing a download order?
If a customer's email address was entered incorrectly during checkout, unfortunately, it cannot be changed once the order has been placed. However, you can still ensure your customer receives their download by providing them with the direct link. You’ll find the download link in the More Info section of the order page. Simply copy the link and share it with your customer manually. This allows them to access their digital files without needing an updated email on the order.
Other helpful articles about customer downloads
- The download link for digital products isn't working anymore.
- Add a Print Release for Digital Orders
- My customer received duplicate downloads in their package.
- Downloads: My customers can't open their photos on mobile devices.
The Takeaway
Clear communication about download delivery times helps manage customer expectations and reduces support requests, especially during peak seasons. Most downloads are delivered within minutes, unless manual revision is required. Add this information to your FAQ to keep your customers informed and your workload lighter.