See download history for an order

Download history answers the question behind most support emails: did this customer get their file? It shows what was downloaded on an order and how often, which settles disputes without guesswork.

Set it up

1. Click Filemonk in the left menu of your Shopify admin.

2. Click Orders in the app’s menu and open the order.

3. Click More actions in the top right, then See download history.

   

Each file on the order also shows its own Downloads count on its row under Products, so you can see at a glance which files were used and which were ignored.

How to read it

Each line gives the date, the time and the file name, newest first. A file downloaded twice appears twice.

A count above zero means the file reached the customer’s device, whatever they remember. Zero means they never successfully downloaded, and the next question is whether they received the email at all: check See email history, in the same More actions menu.

A count that has hit your limit explains a customer who says the link stopped working. See Limit the number of downloads per order.

Troubleshooting

The customer insists they never downloaded, but the count is above zero

The file was downloaded from their link. Common explanations are a partner or colleague using the same email, a click from a mail client preview, or a download they forgot. Rather than arguing the point, reset the limit if you are happy to. See Reset download limits for an order.

The count is zero and the customer is waiting

They never got in. Check email history for whether the email was sent and to which address, then re-send or send them the download page link directly. See Send emails with links for orders.

Downloads look far higher than one customer would need

Their link has probably been shared. Read the watermark on a leaked copy to confirm the order, then disable access. See Disable access to downloads for any order.

There is no history at all on an order that should have files

Check the order actually has files linked. An order with no files has nothing to download. See Troubleshoot a single order.

FAQ

Does download history affect my usage?

Downloads consume bandwidth, and that is what your plan measures. See Usage alerts.

Can I see downloads across all orders?

Not from one order’s history. The Analytics card on Home shows totals across your store. See See your downloads and sales analytics.

Does resetting a limit erase the history?

No. Resetting gives the customer more downloads; the record of what happened stays.

Related guides

• Reset download limits for an order, when a customer needs another go.
• Manage your digital orders, for the rest of an order’s actions.
• Troubleshoot a single order, when there is nothing to show.