Skip to content
Alva Digital Downloads

Payment and Order Issues

Resolve payment and order processing problems.

Order Not Creating Download

Section titled “Order Not Creating Download”

Customer paid but no download link:

Check order status: Orders → Search order #1045 Status: Should be “Paid” and “Fulfilled”

Common causes:

  1. Payment pending (not actually paid)
  2. Fraud check pending
  3. Email notifications disabled
  4. Product not mapped to files
  5. Order manually held

Solutions:

  1. Verify payment status in Shopify
  2. Check fraud status: Orders → #1045 → Fraud Status
  3. Enable emails: Settings → Email Notifications
  4. Check product mapping: Products → [Product]
  5. Manually fulfill: Orders → #1045 → Create Download Link

Fraud Check Stuck

Section titled “Fraud Check Stuck”

Order pending review for hours:

Expected review time: 1-2 hours Actual: 12+ hours stuck

Check:

  1. Fraud queue: Orders → Flagged Orders
  2. Order in queue: Should show review status
  3. Auto-approve settings

Fix:

  1. Manual review: Orders → #1045 → Approve/Reject
  2. Adjust auto-approve: Settings → Fraud → Auto-approve low risk
  3. Check Shopify fraud analysis available

Prevent delays:

  • Enable auto-approve for low-risk orders
  • Set business hours for manual review
  • Consider 24/7 review service

Refunded Order Still Has Access

Section titled “Refunded Order Still Has Access”

Customer refunded but can still download:

Expected: Access revoked Actual: Download link still works

Fix:

  1. Orders → Search order #1045
  2. Status: Check shows “Refunded”
  3. Download access: Click “Revoke Access”
  4. Confirmation: “Access revoked”

Auto-revoke on refund: Settings → Advanced → Webhooks ☑ Auto-revoke access on refund

Partial Orders

Section titled “Partial Orders”

Customer bought bundle, only some files delivered:

Check:

  1. Product mapping: All files mapped?
  2. Email: Were all files listed?
  3. Pack integrity: All files in pack?

Debug: Orders → #1045 → Files Delivered Expected: 12 files Actual: 8 files Status: Missing files ❌

Fix:

  1. Verify all files mapped
  2. Regenerate download link
  3. Send corrected email to customer

Multiple Orders for Same Product

Section titled “Multiple Orders for Same Product”

Customer accidentally ordered twice:

Identify:

  • Same customer email
  • Same product
  • Within short time (< 1 hour)

Action:

  1. Refund duplicate order
  2. Keep one order active
  3. Email customer confirming

Prevent:

  • Clear “Thank You” messaging
  • Order confirmation visible
  • Disable multiple quick purchases

Next Steps

Section titled “Next Steps”

Contact support for complex order issues.