Last updated on 25 September 2022
Things to note about limitations
Consider using limitations wisely. Please keep in mind that sometimes customers’ internet connection can fail, and they may need a couple of tries to download their files. They also may want to download on their mobile and computer.
Consider using download limits of 2 and above. A download limit of 1 can cause you more work with support emails.
Limitations you can set
You should be aware of the way the limitations work for your customers. I hope this article answers all of your questions.
Expire the order (days)
This setting allows you to set an expiry date on the order.
You can set it at 3 days, then your customers will not be able to download it after 3 days have passed since placing the order.
File download limit
This allows you to set how many clicks of each download link can take place. This works per download link.
If you set it at 1, then a customer can only click the download link once. They will be blocked from accessing the download link if they click it again.
Here, you can set an expiry time in minutes so all download links from when the order was placed.
If you set 1 minute, then a customer will have 1 minute to click the download links. If they click the download link after 1 minute, they will be blocked from accessing it.
Block fraudulent orders
This setting allows you to block any orders that are placed with either Medium-Risk or High-Risk.
Shopify has its own fraud detection system which checks the characteristics of orders. Our DDA app reads directly from Shopify to check the fraud level. This allows you to take specific action on whether or not to deliver those files if they are marked as potential fraud.
You can go into the order in DDA and send the download email manually if you have investigated the order and it is genuine in your eyes.
If you set the fraud setting to block only High-Risk orders from accessing their downloads, then Medium-Risk orders will still be able to download, while High-Risk will be instantly blocked.
Set IP address limits
Restrict customer downloads to a number of IP addresses that you set.
Entering a number will enable this setting to restrict customers to a number of IP addresses. This will prevent them from sharing download links with others.
Please be aware using the IP limitation that some customers will want to download their files to multiple devices they own, such as a computer, mobile and tablet. On some networks, each device can have its own unique IP address, so you may need to keep it in mind to give room for this.
This limit works per file click. The app marks the first click on a single download link as the first IP address. Then if the user clicks on another download link in the order, that will be the first marked IP address for that file.
Recommendation to inform your customers
We recommend informing your customers that you have a limitation in place.
This will make them aware of the limitation before clicking the links, lowering the chances of them being surprised and having to contact your support for help.
You can inform them by adding the information about the limits to:
- The download email template
- The download box that shows on the checkout thank you page, or customer accounts
This is where you can customise your email template that is fulfilled to your customer after purchase. You will need the Scale plan to access this feature.
You can edit this by:
- Go to Settings
- Click “Edit email templates”
- Edit the “Fulfilment template”
The download box
This shows on your checkout thank you page and on your customer’s account order page. You can use this feature if you have unlocked the checkout page links (Starter plan) or the customer account links (Professional plan).
You can customise the text in the box by:
- Go to Settings
- Go to “Checkout settings”
This is how the box will look like in the customer accounts (the box will use the same styling of your theme):
What do my customers see when they hit the limits?
When customers reach the limitations, they will be brought to a page informing them that they have been blocked with an explanation of why. They will be encouraged to contact your support for more information.
Below is an example of what shows for a customer when they reach the limit. each limitation has its own text explaining why they have hit the limit.
The fraud setting will not show anything to your fraudulent customer. They will not receive any download links at all.
Can we edit these forbidden pages?
No, it’s not possible to edit these forbidden pages at this time.
If you want to change a limitation to a different value, you will need to resend a new download email to the customer. This is because the limitation is written and hidden in the download URLs.
Current method (temporary workaround)
The way the current links work is that the limitation is hidden inside the download URL in the emails (apart from the IP limit, this works live). So all you need to do is change the limit to a higher number, resend the email, and then change the limitation back. Here is a breakdown:
- Go to your Settings
- Change the limitation to a higher number, and click “Save”
- Go back to the order, and click “Resend download email”
- Go back to Settings and change the limitation back to what it was previously
Please note: The IP limitation doesn’t write into the URL. If you change the number of IPs, you don’t need to resend a download email.
Here’s a video to show you how to reset a customers limitation:
New method incoming!
We are currently rebuilding this feature to allow store owners to reset the download limit for individual orders. We don’t have a release date as of yet, but it’s a big change which requires a lot of testing! So we are trying our best to get it finished for you because we know how important it is!