Send new download links after updating a product

Use this guide if you’ve updated the files for a digital product, for example by replacing a file with a new version or adding a bonus file, and want to tell everyone who already bought it. Each customer gets an email with a link to their own download page, where they’ll find the latest files.

Before you send, you can see exactly which product and variants the email covers, send yourself a test email, and save the message as that product’s default for next time.

Before you begin

• Update the files first. Replacing the existing file keeps old links working and gives everyone the new version. See Replace a file.
• Customers don’t need a notification to get the new files. Their existing download links always show the files currently linked to the product. Notify buyers when the change is worth their attention:
  • New version: you’ve replaced a file with an updated or corrected version.
  • Extra content: you’ve added bonus files or a new format, such as a PDF version.
  • Access help: you want to resend download links to all buyers of a product.
• Emails start sending as soon as you click Notify all buyers, and sent email can’t be recalled.

What customers will see

An email in your download email design, including your logo, colors, button and footer, with your subject and message and a link to their own download page with the latest files. Their download limits and access don’t change.

• Sender: it’s sent from your From address. See Change the From address.
• Language: it’s sent in your store’s default Filemonk language to every buyer, including stores with multi-language support turned on.
• Unsubscribe: every notification includes an Unsubscribe link.

Who receives it

• Every customer with an order in Filemonk that includes the product or variant on the card you chose.
• Orders where you’ve disabled access to downloads, for example refunded orders, are skipped.
• Customers who unsubscribed from Filemonk emails are skipped.

Set it up

Open Notify buyers

Each variant with linked files has its own card on the product page. If the same files are delivered for every variant, there’s one card for all variants.

1. Click Filemonk in the left menu of your Shopify admin.
2. Click Digital products in the app’s menu, then click the product you updated.
3. On the card for the files you updated, click the More actions (⋯) button next to Edit files.
4. Click Notify buyers.

The Notify all previous buyers window opens. The text at the top shows which product and variant the email covers, so you can check the scope before anything goes out.

Write your message

1. Edit the Subject and Body. They’re filled in with this product’s saved template, or your default template if the product doesn’t have one yet.

2. To personalize the email, click Show variables and add any of these to the subject or body:

   1. {{order.name}} for the order name, for example #1001.
   2. {{order.shopify_order_id}} for the Shopify order ID.
   3. {{product_variant.title}} for the product name.
   4. {{customer.name}} for the customer’s name.

3. To reuse this message the next time you notify buyers of this product, tick Save as this product’s default template.

   

Say what changed and why it matters in the first line. “Version 2 of the handbook is ready, with the new tax tables” is worth opening. “Your files have been updated” makes people wonder whether it’s spam.

Send a test email

1. Click Send a test email first to expand it.

2. Enter your email address and click Send test.

3. Check your inbox. The test uses a sample order, and its subject starts with [Test].

   

Only the address you enter receives the test. Your buyers don’t get anything yet.

Notify all buyers

1. When you’re happy with the message, click Notify all buyers.

2. A Notification sent message confirms it’s on its way. Emails usually arrive within a few minutes.

   

Set the default template

The default template is used for any product that doesn’t have its own saved template.

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

2. Click Settings in the app’s menu, then open the Other tab.

3. In the ‘Notify buyers’ template section, edit the Default subject and Default body.

4. Click Save.

   

Products where you ticked Save as this product’s default template keep their own template. Changing the default doesn’t overwrite them.

Check your setup

Always send a test email first, then check the link opens your download page and the wording reads properly. To see the full buyer experience, place a test order for the product before you notify, so you receive the real email too. See Create a test order.

Troubleshooting

No orders found error

Filemonk has no orders with this product. Import older orders from Shopify, or wait for the first order, then try again. See Import orders.

Could not find product/variant error

The product or variant isn’t set up as a digital product in Filemonk. Link files to the product, then try again. See Create a digital product.

Notify all buyers is greyed out

The Subject or Body is empty, or a test email is still sending. Fill in both fields and wait for the test to finish.

Email required error when sending a test

No address was entered for the test. Enter your email address, then click Send test.

A customer didn't get the email

Check these:

1. Their access was disabled. Check the order in Orders.
2. They unsubscribed from Filemonk emails.
3. The email went to spam. Ask the customer to check their spam folder.

Buyers of another variant didn't get the email

You notified from a single variant’s card, and each card only covers its own buyers. Repeat from each variant’s card.

Variables show as blank or the email fails

A variable is misspelled. Use the exact names from Show variables, for example {{customer.name}}.

The email isn't in the customer's language

Notifications are sent in your store’s default language. Write the subject and body in the language you want buyers to see.

Customers say the file is unchanged

You uploaded a new file rather than replacing the old one, so the product still delivers the original. Check the product’s files, then replace properly. See Replace a file.

Customers hit their download limit on the new version

Their allowance was already used on the old file. Reset the limit on affected orders. See Reset download limits for an order.

FAQ

Do customers need a new link to get the updated files?

No. Their existing download link always shows the current files. Notifying buyers lets them know about the update and gives them the link again.

Can I notify buyers of several products at once?

No. You send notifications from one product or variant card at a time. Repeat the steps for each one.

Can I send a different message to different customers?

Everyone gets the same message, but variables such as {{customer.name}} and {{order.name}} fill in each customer’s own details.

Can I schedule the notification for later?

No. Emails start sending as soon as you click Notify all buyers.

Does the email attach the updated files?

No. It contains a link to the customer’s download page, where they can download the latest files.

Will customers with refunded or disabled orders get the email?

No. Orders where access to downloads is disabled are skipped. See Disable access to downloads for any order.

Does it reset download limits?

No. If customers need to download again and have run out, reset those orders. See Reset download limits for an order.

Where do customer replies go?

To the reply-to address for your emails. See Change the From address.

A customer added a digital product to an existing order with an upsell app. Do I need to notify them?

No. Filemonk can pick up post-purchase upsells automatically. See Send digital products for post purchase upsells.

Related guides

• Replace a file, which should happen first.
• Reset download limits for an order, for buyers who have run out.
• Customize the email template, for the design this uses.
• Change the From address, for the address it’s sent from.