Manage your digital orders
The Orders list is every order Filemonk has processed. It is where you check whether a customer was emailed, what they downloaded, and where you fix things when they were not.
Before you begin
Orders only appear here if Filemonk processed them. An order missing from this list is a different problem from an order that is here but went wrong. See Turn on order processing.
Find an order
- Click Filemonk in the left menu of your Shopify admin.
- Click Orders in the app's menu.
- Search by Order number, email or phone, or sort by name, email, date, or whether the customer was notified.
To take the list elsewhere, use Export CSV, which Filemonk emails to you.
Read the list
Each row shows the order, the customer's email, the date, whether the customer was notified, and how many downloads have happened. The Status column is where problems surface:
| Status | Meaning |
|---|---|
| Fraud detected | Flagged as potentially fraudulent, so downloads are blocked |
| Access disabled | Downloads turned off for this order |
| Partial access | Some products in the order are disabled, others still work |
| Delivery failed | No email address was available to send to |
| Awaiting consent | An EU customer has not yet waived their withdrawal right |
The Note column explains unusual orders: custom products awaiting your upload, preorder items awaiting release, or a mixed order where only some items are in preorder.
What you can do with an order
Open an order to reach its actions:
| Action | Use it when |
|---|---|
| Send email | The customer needs their links again |
| Visit Download page and Copy link | You want to see or send exactly what the customer sees |
| See download history | Checking whether they actually downloaded. See See download history for an order |
| See email history | Checking whether the email was sent |
| Reset download limit | They ran out of downloads. See Reset download limits for an order |
| Mark order fulfilled | Shopify still shows it unfulfilled. See Manually mark digital orders fulfilled |
| Re-sync order | The order shows no products or the wrong ones |
| Open in admin | You need the Shopify order itself |
You can also turn access off for the whole order or for one product in it, and for licence keys, unassign or reassign a key.
To email several customers at once, select orders in the list and use Send emails.
Check your setup
Open a recent order and confirm three things: it lists the right products and files, the customer shows as notified, and the download history matches what you expect.
Troubleshooting
An order is missing from the list
Filemonk never processed it. Use Find order to see why, which is faster than guessing. See Troubleshoot a single order.
The order is here but shows no files
The products had no files linked when the order came in, or the customer bought a variant with nothing attached. Link the files, then use Re-sync order.
Customer notified is empty
Open the order and look at why. Filemonk names the reason: the app was not enabled, email was disabled, or the payment, fulfilment, or delivery status did not match your rules. See Send email and show the button based on order status.
A customer says they never got the email, but it shows as sent
Check See email history for the address it went to, then have them check spam. If the address is wrong, the order carries a different email than they expect. See Send download links for orders without an email.
An order shows Partial access
One or more products in it were disabled, usually by a partial refund. Open the order to see which, and re-enable if it was not intended.
FAQ
Does deleting an order in Shopify remove it here?
Archiving or cancelling in Shopify does not remove the Filemonk record. Use the order's own actions to disable access if the customer should lose it.
What counts towards my plan's order limit?
Paid orders that Filemonk processed in the current cycle. See Usage alerts.
Can I see what a customer sees?
Yes. Use Visit Download page on the order, which opens their actual page rather than a preview.
Can I email several customers at once?
Yes. Select the orders in the list and choose Send emails. It cannot be undone, so check the selection first.
Related guides
- Troubleshoot a single order, when something is wrong with one order.
- See download history for an order, to check what was downloaded.
- Send emails with links for orders, to re-send links.
