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Replying to Customers Not Receiving Digital Downloads


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Elise Alley

Posted 17 April 2014 - 04:36 PM

Hey kswinehart,

When a customer completes a purchase, they are not supposed to be taken to the download page.  They will be taken to their confirmation page which includes a link to their downloads.  I provided a screenshot in one of my previous replies.  

The fact that you're having issues with Exchange and whatever the other plugin is makes me think that it's not in fact an Exchange issue.  You might check with your host to see if they can find the issue.  For instance, there is a setting, allow_url_fopen, which needs to be on, but is often set to off.  Some server companies let you change this yourself, but you may need to contact your host and have them change it for you.  This may not affect every file, but it does sometimes affect larger files which would explain why it is only affecting some customer downloads.

If your hosting company allows you to make this change on your own, you'd go into your FTP where you should see a php.ini file.  In it, you should see the allow_url_fopen option.  Change the setting to on, then save and re-FTP the file.

Thanks,

Elise

kswinehart

Posted 17 April 2014 - 02:57 PM

No. It's an issue with Exchange. It's just a huge coincidence that a customer had a similar problem with a different source. I had a customer last night saying that she couldn't download her image. When I test it myself, the process to get back to my download is very confusing. It doesn't take me back to the download page after paying as it should. I have the correct settings in Paypal.

Elise Alley

Posted 17 April 2014 - 11:57 AM

Hi kswinehart,

I was wondering as I didn't recognize the screenshot as an Exchange message!  :)

I can go ahead and test anyway for an issue with Exchange if you'd like, but if the issue isn't Exchange, there isn't really anything I can do.  

Let me know if you want me to test or not.

Thanks,

Elise

kswinehart

Posted 17 April 2014 - 11:46 AM

That last order wasn't from my store. It was from another source. Sorry.

kswinehart

Posted 17 April 2014 - 11:45 AM

Yes. It's Save15. A customer just emailed me and said that her order says that she has reached the download limit. Here is the screen it gives her: http://pul.ly/d/7b7e00728d35dc97821e

Elise Alley

Posted 17 April 2014 - 10:30 AM

Hi kswinehart,

Do you have a coupon code use to try a test purchase on your site?  I understand if you don't want to post it here publicly, but you can send it to me by PM here on the forum or email it to me at elise@ithemes.com.

Thanks,

Elise

kswinehart

Posted 16 April 2014 - 06:23 PM

I have yet another customer who says she cannot download her image that she purchased. She said when she goes to her account it says that she has reached the number of downloads she purchased but she didn't download anything.

kswinehart

Posted 03 April 2014 - 05:33 AM

It happened again today. I received an email from a customer who said that she couldn't download the file from her confirmation email...

kswinehart

Posted 02 April 2014 - 07:17 PM

It was a registered guest. She actually said that she wasn't able to download the file from her confirmation email. She said she clicked the link and it took her to the page but said she wasn't authorized to download the link. I did tell her to try to login and see if she could download then. I haven't heard back from her.

Elise Alley

Posted 02 April 2014 - 04:59 PM

Hey kswinehart,

Was that  user also using the Guest Checkout option?  Or where they a registered customer?

Thanks,

Elise

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