Order Details

Access comprehensive information about individual orders including customer data, files, download history, and order management actions.

Opening Order Details

From Orders list:

Click order number (#1045)
OR click [View Details] button
Order details page opens

Order Information Sections

Header Summary

Order Header shows:

Order #1045
Status: ✅ Approved
Date: January 15, 2024, 3:42 PM
Total: $49.99

Quick actions:

[View in Shopify] [Resend Email] [Copy Download Link] [⋮ More]

Customer Information

Displays:

Customer Details:
Name: John Smith
Email: john@example.com
Customer Since: June 2023
Total Orders: 5 (including this one)

Customer History:

Previous Digital Orders:
• Order #892 - March 2024 (2 downloads)
• Order #675 - December 2023 (3 downloads)
• Order #445 - September 2023 (1 download)

Contact customer:

[Send Email] - Opens email client
[View in Shopify] - See full customer profile

Product & Files

Products purchased:

Product: Complete Course Bundle
Price: $49.99
Quantity: 1

Digital files included:

Total Files: 5
Total Size: 125 MB

File list:

☐ 01-Introduction.pdf
   Size: 15 MB | Added: June 2023

☐ 02-Getting-Started.pdf
   Size: 22 MB | Added: June 2023

☐ 03-Advanced-Techniques.pdf
   Size: 18 MB | Added: June 2023

☐ 04-Case-Studies.pdf
   Size: 25 MB | Added: June 2023

☐ Bonus-Templates.zip
   Size: 45 MB | Added: July 2023

File actions:

[Preview] - View file details
[Download] - Download file yourself (merchant)
[Replace] - Update file for this order

Download Information

Download link status:

Status: Active ✅
Created: January 15, 2024, 3:42 PM
Expires: March 15, 2024 (60 days from purchase)
Days remaining: 45 days

Download link:

https://yourstore.myshopify.com/apps/alvadigitaldownloads/download?key=abc123...

[Copy Link] [Generate New] [Extend Expiry]

Download limits:

Downloads used: 2 of 5
Limit: 5 downloads per order
Remaining: 3 downloads

[Reset Counter]

Download History

Complete download log:

Download #1:
Date: January 15, 2024, 4:05 PM (23 min after purchase)
Type: ZIP (all files)
Size: 125 MB
IP: 192.168.1.1
Location: New York, USA
Device: Chrome 120 on Windows 11
Duration: 45 seconds
Status: ✅ Successful

Download #2:
Date: January 16, 2024, 9:30 AM
Type: Individual file (01-Introduction.pdf)
Size: 15 MB
IP: 192.168.1.50
Location: New York, USA
Device: Safari on iPhone 14
Duration: 12 seconds
Status: ✅ Successful

Download analytics:

Total Downloads: 2
Unique IPs: 2
Average Time: 28.5 seconds
Success Rate: 100%

Email Activity

Email history:

Download Email:
Sent: January 15, 2024, 3:43 PM (1 min after order)
To: john@example.com
Subject: "Your Files Are Ready - Order #1045"
Status: ✅ Delivered
Opened: January 15, 2024, 4:04 PM
Clicked: January 15, 2024, 4:05 PM
Provider: Postmark
Message ID: abc-123-def

[View Email] [Resend]

Email timeline:

✓ Sent successfully
✓ Delivered to inbox
✓ Opened by customer (1 min later)
✓ Download link clicked (immediately)
✓ Download completed

Fraud Analysis

Fraud prevention info (if enabled):

Risk Assessment: Low Risk ✅
Shopify Risk Score: 0.15 (0-1 scale)
Recommendation: Approve

Fraud Indicators:
✅ CVV check passed
✅ AVS check passed
✅ IP matches billing country
✅ No previous chargebacks
✅ Returning customer
✅ Normal order pattern

Fraud review history:

Queued: January 15, 2024, 3:42 PM
Analyzed: January 15, 2024, 3:42 PM (5 seconds)
Decision: Auto-approved (low risk)
Reviewed by: System (automatic)

Order Timeline

Chronological event log:

📅 Order Timeline:

3:42:00 PM - Order placed (Shopify webhook received)
3:42:05 PM - Order processing started
3:42:10 PM - Fraud check queued
3:42:15 PM - Fraud analysis complete (Low risk)
3:42:15 PM - Order auto-approved
3:42:20 PM - Download link generated
3:42:30 PM - Download email queued
3:42:43 PM - Download email sent ✓
4:04:15 PM - Email opened by customer
4:05:02 PM - Download link clicked
4:05:05 PM - ZIP generation started
4:05:48 PM - Download completed (43 seconds)
4:05:48 PM - Download #1 logged

Order Notes

Internal notes (merchant only):

Notes:

Jan 15, 3:45 PM - System
Order auto-approved (low risk score: 0.15)

Jan 15, 4:10 PM - Merchant (Sarah)
Customer contacted support asking about bonus files.
Confirmed all files included in ZIP.

Jan 17, 10:00 AM - System
Download counter reset from 5 to 0 per customer request
Reason: Hard drive failure

Add note:

[New Note]

Type: Internal | Customer Visible
Text: [                                    ]

[Save Note]

Order Actions

Primary Actions

Resend Download Email:

Click [Resend Email] button
Confirm email address
Email sent immediately

When to use:

Customer didn’t receive original
Email went to spam
Customer requests resend

Copy Download Link:

Click [Copy Download Link]
Link copied to clipboard
Paste in support chat/email

When to use:

Direct customer support
Email delivery issues
Quick access needed

Generate New Download Link:

Click [Generate New] button
Confirm action
Old link deactivated
New link created and displayed

When to use:

Link expired
Security concern (link leaked)
Customer request

Warning: Old link stops working immediately

Reset Download Counter:

Click [Reset Counter] button

Enter reason:

Reason: Hard drive failure - customer needs redownload

Confirm reset
Counter resets to 0

When to use:

Legitimate customer need
Technical issues (corruption)
Device change
Accidental deletion

Document reason in order notes

Extend Expiry:

Click [Extend Expiry] button

Choose new expiry:

Current: Expires in 15 days
Extend by:
○ 30 days
○ 60 days
○ 90 days
○ Custom: [  ] days

Confirm extension

When to use:

Customer requests more time
Original expiry too short
Special circumstances

Secondary Actions

View in Shopify:

Opens Shopify admin
Full order details
Process refunds
View payment info

Download Files (Merchant):

Download files yourself
Verify file integrity
Test customer experience

Replace Files:

Update files for this order
Fix corrupted files
Provide updated versions

Delete Order Record:

Remove from system
Permanent action
Rarely needed (keep for records)

Managing Order Status

Changing Status

If fraud prevention enabled:

Approve Pending Order:

Current status: ⏳ Pending
Action: Click [Approve Order]
Result: Status → ✅ Approved
        Download link activates
        Email sent to customer

Reject Order:

Current status: ⏳ Pending
Action: Click [Reject Order]
Reason: [High fraud risk - multiple indicators]
Result: Status → ❌ Rejected
        Download link disabled
        Optional rejection email sent

Status Change History

Track status changes:

Status History:

Processing → Pending
January 15, 3:42 PM
Reason: Fraud check required

Pending → Approved
January 15, 4:15 PM
Reviewed by: Sarah (merchant)
Note: Verified with customer via email

Customer Communication

Email Customer from Order

Send custom email:

Click [Email Customer] button
Template options:
- General inquiry
- Technical support
- Refund notification
- Custom message

Customize message:

To: john@example.com
Subject: Re: Your Order #1045

Hi John,

[Your message]

Best regards,
[Shop Name]

Send email

Email Templates

Pre-written templates:

Link Expired:

Hi {customer.name},

Your download link for order #{order.number} has expired.
No problem! Here's a new link valid for 90 days:

{download.link}

Need help? Just reply to this email.

Best,
{shop.name}

Limit Reset:

Hi {customer.name},

I've reset your download counter for order #{order.number}.
You can now download again.

Your link: {download.link}

You have {download.limit} downloads available.

Best,
{shop.name}

Exporting Individual Order

Export Order Data

Export single order:

Click Export button in order details
Choose format:
- PDF (customer-facing)
- CSV (spreadsheet)
- JSON (developer)

PDF includes:

Order summary
Customer info
Products and files
Download link
Timeline

Use for:

Customer records
Accounting
Compliance
Disputes

Advanced Order Information

Technical Details

System information (advanced):

Database ID: 12345
Shopify Order ID: 5234567890123
Purchase ID: purchase_abc123
Created: 2024-01-15T15:42:00Z
Updated: 2024-01-16T09:30:15Z

Download Token: abc123xyz789def456
Token Expires: 2024-03-15T15:42:00Z

API information:

API Access: Enabled
Webhook Status: Delivered ✓
Last Synced: 2 minutes ago

Webhooks

Webhook history:

ORDERS_PAID webhook:
Received: January 15, 3:42 PM
Processed: January 15, 3:42 PM (0.5s)
Retry count: 0
Status: Success ✓

Keyboard Shortcuts in Order Details

Navigation:

Esc - Return to orders list
E - Resend email
C - Copy download link
R - Reset download counter
N - Add new note
S - Save changes

Mobile Order Details

Optimized for mobile:

Mobile features:

Collapsible sections
Touch-friendly buttons
Simplified layout
Quick actions drawer
Swipe gestures

Limitations:

Some advanced actions unavailable
Use desktop for complex tasks

Best Practices

1. Review Order Details Before Action

Before approving/rejecting:

Check fraud indicators
Review customer history
Verify download activity
Read customer communication

2. Document All Actions

Add notes when:

Resetting download counter
Generating new link
Extending expiry
Communicating with customer
Approving/rejecting orders

Example note:

Reset download counter per customer request.
Reason: File corrupted during first download.
Verified legitimate via email.

3. Monitor Download Activity

Watch for:

Multiple IPs (potential sharing)
Rapid downloads (hitting limits)
Failed downloads (file issues)
No downloads (customer didn’t receive email)

4. Respond to Issues Quickly

Check order details:

Daily for pending orders
When customer contacts support
If download errors occur
After email failures

5. Use Order Timeline

Timeline shows:

What happened when
Why delays occurred
Where issues arose
How long processes took

Use for:

Troubleshooting
Customer inquiries
Process optimization
SLA tracking

Troubleshooting

Issue: Download Link Missing

Check:

Order status (must be “Approved”)
Fraud prevention (approve if pending)
Link generation (may have failed)

Solution:

Approve order if pending
Click “Generate New Link” if missing
Check system status

Issue: Download History Empty

Possible causes:

Customer hasn’t downloaded yet
Downloads not tracked (older orders)
Technical issue

Solution:

Verify with customer
Check email opened/clicked
Contact support if persistent

Issue: Can’t Resend Email

Check:

Email provider configured
Customer email valid
Email notifications enabled

Solution:

Configure email provider
Verify customer email
Use “Copy Link” as workaround

Next Steps

Exporting Order Data - Export multiple orders for analysis
Managing Customer Access - Control customer downloads
Viewing Orders Overview - Back to orders list