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Alva Digital Downloads

Manual Email Resend

Learn how to manually resend download emails to customers who didn’t receive them or need new download links.

When to Resend Emails

Section titled “When to Resend Emails”

Common reasons for manual resend:

✅ Customer didn’t receive original email

  • Email went to spam
  • Typo in customer email
  • Email client issues

✅ Download link expired

  • Customer waited too long
  • Needs new link with fresh expiry

✅ Customer lost/deleted email

  • Accidentally deleted
  • Can’t find in inbox
  • Need another copy

✅ Order required changes

  • Files were updated
  • Product mapping changed
  • Issue with original download

How to Resend Emails

Section titled “How to Resend Emails”

Method 1: From Orders Page

Section titled “Method 1: From Orders Page”
  1. Navigate to Orders in Alva app
  2. Find the order
  1. Click on order to open details
  2. Scroll to Email Actions section
  3. Click Resend Download Email button
  1. Confirmation dialog appears
  2. Click Confirm Resend
  3. Email sent to customer
  1. Success message displays

Method 2: Bulk Resend

Section titled “Method 2: Bulk Resend”

Resend emails to multiple orders:

  1. Go to Orders page
  2. Check boxes next to orders
  3. Click Bulk Actions dropdown
  4. Select Resend Emails
  1. Confirm bulk resend
  2. Emails sent to all selected orders

Use cases:

  • Email provider outage recovery
  • After fixing email configuration
  • Update customers about file changes

Method 3: From Customer Request

Section titled “Method 3: From Customer Request”

When customer contacts you:

  1. Find order by:
    • Order number
    • Customer email
    • Customer name
  2. Open order details
  3. Click Resend Download Email
  4. Email sent immediately

What Happens During Resend

Section titled “What Happens During Resend”

New Email Generated

Section titled “New Email Generated”

What’s created:

  • New download link (fresh expiry)
  • New email with current template
  • Updated download count (if tracked)

What’s updated:

  • Download expiry date (reset)
  • Email log (new entry)
  • Last sent timestamp

Customer Receives

Section titled “Customer Receives”

Customer gets:

  • Email with your current template design
  • Fresh download link (full expiry period)
  • All files from product mapping at time of resend
  • Download button that works immediately

Note: If product mapping changed since original order, customer gets updated files (based on your settings).

Resend Email Settings

Section titled “Resend Email Settings”

Configure Resend Behavior

Section titled “Configure Resend Behavior”
  1. Go to Settings → Email Resend

Available options:

Use Latest Product Mapping

  • On: Customer gets current product files
  • Off: Customer gets original order files (if tracked)

Download Link Expiry

  • Sets expiry for resent links
  • Can match original or use custom
  • Default: Same as original setting

Resend Limit

  • Prevent abuse
  • Limit resends per order
  • Default: Unlimited (for manual resends)

Tracking Resent Emails

Section titled “Tracking Resent Emails”

View Resend History

Section titled “View Resend History”

Check which orders received resent emails:

  1. Go to Orders → Select order
  2. View Email Log section

Log shows:

  • Original email sent date/time
  • Resend attempts (date/time)
  • Delivery status for each
  • Provider used
  • Who triggered resend (manual vs. automatic)

Resend Counter

Section titled “Resend Counter”

Track how many times email resent per order:

Visible in order details:

Email Sent: 3 times
  - Original: Jan 15, 2024 (Success)
  - Resend 1: Jan 16, 2024 (Success)
  - Resend 2: Jan 20, 2024 (Success)

Resend Best Practices

Section titled “Resend Best Practices”

1. Verify Customer Email First

Section titled “1. Verify Customer Email First”

Before resending:

  • Check email address is correct
  • No typos in customer email
  • Email not flagged as invalid

How to check:

  1. View order details
  2. Look at customer email field
  3. Verify format (user@domain.com)

2. Check Original Email Status

Section titled “2. Check Original Email Status”

Before resending, check if original email:

  • Was sent successfully
  • Went to spam (customer might have it)
  • Failed to deliver
  • Was opened (if tracking available)

If original succeeded:

  • Ask customer to check spam folder first
  • Search inbox for sender name
  • Add to safe senders list

3. Inform Customer

Section titled “3. Inform Customer”

When resending, optionally notify customer:

Via Shopify or your system:

Hi [Customer],


We've resent your download email for order #[number].


Please check your inbox (and spam folder) for an email from [shop name].


If you still don't see it, please reply to this message.

4. Investigate Persistent Issues

Section titled “4. Investigate Persistent Issues”

If customer still doesn’t receive after resend:

Check:

  • Email provider status
  • Sender domain reputation
  • Customer’s email provider blocks
  • Firewall/spam filter issues

Solutions:

  • Provide direct download link
  • Send via different provider
  • Ask customer to whitelist sender
  • Use alternative email address

Resend Limitations

Section titled “Resend Limitations”

Resend Limits (If Configured)

Section titled “Resend Limits (If Configured)”

Per-order limits:

  • Prevent abuse
  • Typical limit: 5-10 resends per order
  • Configurable in settings

When limit reached:

  • Manual resends still possible
  • Admin notified
  • May require approval

Expired Orders

Section titled “Expired Orders”

Old orders:

  • Very old orders may have restrictions
  • Files may no longer be available
  • Product mappings may have changed significantly

Handling:

  • Check if files still exist
  • Verify product mapping current
  • Consider order age policy

Troubleshooting Resend Issues

Section titled “Troubleshooting Resend Issues”

Issue: Resend Button Disabled

Section titled “Issue: Resend Button Disabled”

Causes:

  • Order too old
  • Email notifications disabled globally
  • Order marked as fraud/cancelled
  • Technical issue

Solutions:

  1. Check order status
  2. Verify email notifications enabled
  3. Check order age restrictions
  4. Contact support if unclear

Issue: Email Resent but Customer Doesn’t Receive

Section titled “Issue: Email Resent but Customer Doesn’t Receive”

Troubleshooting steps:

  1. Check email logs

    • Was email sent?
    • Delivery status?
    • Any error messages?

  2. Verify customer email

    • Correct address?
    • Typos fixed?

  3. Check spam folders

    • Ask customer to check
    • Spam/junk/promotions folders

  4. Test with different email

    • Ask for alternative email
    • Test delivery there

  5. Try different provider

    • Switch to fallback provider
    • Manual SMTP test
Section titled “Issue: Download Link in Resent Email Doesn’t Work”

Causes:

  • Files deleted from product
  • Product mapping broken
  • Storage issues
  • Link already used (if single-use enabled)

Solutions:

  1. Check product mapping current
  2. Verify files exist
  3. Test download link yourself
  4. Generate new link if needed
  5. Contact customer with direct link

Bulk Resend Scenarios

Section titled “Bulk Resend Scenarios”

Scenario 1: Email Provider Outage

Section titled “Scenario 1: Email Provider Outage”

If email provider had outage:

  1. Identify affected orders

    • Filter by date range
    • Check email logs for failures

  2. Bulk resend

    • Select all affected orders
    • Bulk Actions → Resend Emails

  3. Monitor delivery

    • Check email logs
    • Verify customers receiving

Scenario 2: Template Fix

Section titled “Scenario 2: Template Fix”

After fixing email template issue:

  1. Identify timeframe of bad emails
  2. Select affected orders
  3. Bulk resend with fixed template
  4. Optional: Notify customers of improvement

Scenario 3: Product Update

Section titled “Scenario 3: Product Update”

After updating product files:

  1. Find orders for that product
  2. Filter by product
  3. Bulk resend (if “Use Latest Mapping” enabled)
  4. Customers get updated files
Section titled “Resend vs. New Download Link”

Resend Email

Section titled “Resend Email”

What it does:

  • Sends complete email
  • Uses email template
  • Includes branding
  • Goes to customer’s inbox

When to use:

  • Standard customer request
  • Professional communication
  • Customer lost email
Section titled “Direct Download Link”

What it is:

  • Raw download URL
  • No email wrapper
  • Direct access

When to use:

  • Quick resolution
  • Email delivery issues
  • Alternative communication channel

How to get:

  1. View order details
  2. Copy download link
  3. Send via chat/SMS/other

Resend Automation

Section titled “Resend Automation”

Automatic Resend (Advanced)

Section titled “Automatic Resend (Advanced)”

Some configurations support automatic resends:

Triggers:

  • Email bounce detected
  • Delivery failure
  • Customer clicks “resend” button on download page

Configure:

  1. Go to Settings → Automation
  2. Enable Auto-Resend on Failure
  3. Set retry attempts (1-3)
  4. Set retry delay (1-24 hours)

Benefit: Reduces manual support work

Resend Analytics

Section titled “Resend Analytics”

Track Resend Metrics

Section titled “Track Resend Metrics”

Monitor resend activity:

Available metrics:

  • Total resends
  • Resends per order (average)
  • Success rate
  • Common failure reasons
  • Time between original and resend

Access:

  1. Email Settings → Analytics tab
  2. View resend statistics
  3. Identify patterns

Customer Self-Service Resend

Section titled “Customer Self-Service Resend”

Resend Button on Download Page

Section titled “Resend Button on Download Page”

Allow customers to resend themselves (if configured):

How it works:

  1. Customer visits download page
  2. Link expired or not received
  3. Clicks “Resend Email” button
  4. New email sent automatically

Benefits:

  • Reduces support tickets
  • Instant customer service
  • 24/7 availability

Configure:

  1. Go to Settings → Download Page
  2. Enable Customer Self-Resend
  3. Set rate limits (prevent abuse)

Resend Checklist

Section titled “Resend Checklist”

Before manually resending:

  • Verified customer email address correct
  • Checked original email delivery status
  • Confirmed email notifications enabled
  • Verified product mapping current
  • Files still available
  • Order status active (not cancelled)
  • Customer informed (if needed)
  • Email template tested
  • Provider configured correctly

Next Steps

Section titled “Next Steps”