Table of contents
- Overview
- Is action required to deliver downloads?
- Timeline
- Factors affecting delivery time
- Batch shipping timing
- Track download status
- Link validity
- Wrong email address
- Other helpful articles
- The takeaway
Overview
Set clear expectations about digital delivery so customers know when their files will be ready. Proactively sharing timing details—especially during peak season—reduces support contacts.
[Optional] Add this guidance to your shop FAQ at Online shop > Pages & menu > FAQ.
Is action required to deliver downloads?
No action is required—delivery is automatic. After successful payment, customers receive an email and can download from their order overview once files are ready.
- “Free direct download” product: Allows direct downloads from the shop (not available on the free plan). If multiple photos are available, all can be downloaded for free. Use with care, as this is rarely desired.
- Own production downloads: Downloads offered through your Production tab are not delivered by the system. We recommend avoiding this method.
Timeline
Customers receive a payment confirmation email stating delivery may take up to 24 hours. In most cases (no manual revision), downloads are ready within minutes. A second email notifies them when files are available.
Factors affecting delivery time
[Advanced] If Manual revision is enabled in Advanced job settings, timing depends on your download preferences:
- Exclude download-only orders: If selected, download-only orders are released immediately. If not selected, downloads are delivered after you release the order from manual revision and the system regenerates files (typically a few minutes).
- Mixed orders: Orders containing physical items and downloads remain in manual revision until you review and release them.
[Prepay only] Prepay and Prepay+ orders: Downloads are accessible only after images are selected (populated) and released from the prepay order collection, unless the order first goes to manual revision.
Batch shipping timing
Are downloads delayed until the batch is released? No. Unless the order is sent to manual revision after payment, customers receive download orders within 24 hours—typically within minutes.
Track download status
You can verify downloads in the status overview on the order overview page. Note that the status updates if you download the files, so it may not reflect only customer activity.
Link validity
If a download link expires, customers can reactivate it themselves from their order overview. See also: The download link for digital products isn’t working anymore.
Wrong email address
If a customer entered the wrong email at checkout, it cannot be changed afterward. You can still help by sending the direct link to their order overview (found in the Additional data section on the order page). This grants access to both files and order details.
Other helpful articles
- 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
Most downloads are delivered within minutes, unless manual revision holds the order. Share timing in your FAQ, use the “exclude download-only orders” option to speed delivery when appropriate, and guide customers on reactivating links if they expire.