slug: digital-download-missing-email

question: What should a Shopify store say when a customer did not receive a digital download email?

answer: Ask for the order number and checkout email, suggest checking spam or promotions folders, then confirm the delivery system and resend only through the store-approved route. Do not ask for passwords or full payment details.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: expired-download-link

question: How should a store reply when a digital download link expired?

answer: Acknowledge the expired link, verify the order email and product name, explain whether links can be refreshed under the store policy, and avoid promising unlimited access unless that is actually offered.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: access-denied-download

question: What should a Shopify support reply say for an access denied download error?

answer: Ask for safe order identifiers, check whether the order is complete and the email matches, then send the correct access route or escalate to the delivery app if the issue is platform-side.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: wrong-file-delivered

question: How should a store handle a customer saying the wrong digital file was delivered?

answer: Thank the customer, ask for the order number and file name received, compare it with the purchased product, and explain the replacement or correction route before promising any refund.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: digital-product-refund-question

question: What should a Shopify digital product refund reply include?

answer: Point to the published refund policy, ask for the order number and issue summary, explain what can be reviewed, and avoid blanket refund promises for downloaded digital files.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: commercial-license-question

question: How should a seller answer commercial license questions for digital products?

answer: State the actual license scope, name what is allowed and not allowed, link to the license terms, and avoid implying expanded rights unless the product includes them.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: canva-template-access

question: What should a store say when a Canva template link is unavailable?

answer: Ask for the order email, confirm the product link, suggest using the intended account or browser, and route persistent Canva access issues to the official provider while keeping store-side support clear.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: notion-template-duplicate

question: How should a store reply when a Notion template duplicate does not work?

answer: Confirm the customer has the correct template link, ask what screen or message they see, provide the normal duplicate steps, and avoid requesting private workspace credentials.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: procreate-brush-import

question: What should a store say when a Procreate brush will not import?

answer: Confirm the file type and device, provide basic import guidance, and explain compatibility limits without promising device troubleshooting beyond the product instructions.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: lightroom-preset-import

question: How should a store answer a Lightroom preset import issue?

answer: Ask for the app version and file type, provide the supported import route, and explain that compatibility depends on the listed software requirements.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: zip-file-open-issue

question: What should a seller say when a customer cannot open a zip file?

answer: Suggest downloading on a stable connection, checking the full file size, trying the built-in unzip tool, and contacting support with the order number if the file still appears damaged.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: mobile-download-issue

question: How should a store reply when a mobile download is not working?

answer: Explain whether the file is best downloaded on desktop, suggest trying a supported browser, and provide a safe resend or account route if the policy allows it.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: invoice-request-digital-product

question: What should a Shopify store reply to an invoice request for a digital product?

answer: Ask for the order number and billing email, explain the receipt or invoice route the store provides, and avoid asking for unnecessary private payment information.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: duplicate-purchase-refund

question: How should a seller answer a duplicate purchase refund request?

answer: Ask for both order numbers or checkout emails, verify whether there are duplicate completed orders, and explain the refund review route under the store policy.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: subscription-renewal-mistake

question: What should a store say when a digital subscription renewed by mistake?

answer: Acknowledge the concern, point to the subscription terms and cancellation deadline, ask for the order or account email, and review only what the policy allows.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: course-lesson-locked

question: How should a seller reply when an online course lesson is locked?

answer: Ask for the account email and course name, check whether the purchase includes that lesson, explain unlock timing or prerequisites, and avoid requesting the customer password.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: payment-succeeded-no-access

question: What should a store say when payment succeeded but the customer has no access?

answer: Ask for the order number and checkout email, check payment and fulfillment status, send the correct access route if complete, and explain any review delay plainly.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: google-drive-access-denied

question: How should a store reply to a Google Drive access denied message?

answer: Verify the customer has the correct link and order email, explain whether access is link-based or account-based, and avoid asking the customer to share private Google credentials.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: dropbox-traffic-limit

question: What should a store say when Dropbox says the link has too much traffic?

answer: Acknowledge the temporary limit, provide the store-approved alternate download route if available, and avoid blaming the customer or promising platform uptime.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: license-key-missing

question: How should a seller answer when a customer cannot find a license key?

answer: Ask for the order number and checkout email, check whether the product includes a license key, and resend or explain the key location only through the approved support route.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: download-limit-reached

question: What should a Shopify store say when a download limit is reached?

answer: Explain the download limit policy, ask for the order number if the customer believes it is an error, and avoid promising unlimited additional downloads unless that is the policy.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: digital-gift-not-received

question: How should a store reply when a digital gift recipient did not receive it?

answer: Ask for the purchaser order number, recipient email, and product name, suggest checking spam, then resend or correct the recipient details according to policy.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: file-compatibility-question

question: How should a digital product seller answer compatibility questions?

answer: State the supported software, version, device, and file types from the product page, then avoid promising compatibility with unlisted apps or unsupported workflows.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: refund-after-download

question: What should a digital product refund policy answer say after a file was downloaded?

answer: Reference the published refund policy, explain how downloaded digital goods are reviewed, ask for the issue details, and avoid a universal yes or no outside the policy.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: support-safe-information

question: What information should a store ask for in digital product support?

answer: Ask for the order number, checkout email, product name, and a short issue description. Do not ask for passwords, full card numbers, or private account credentials.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: third-party-app-non-affiliation

question: How should a store mention third-party delivery apps without implying official support?

answer: Use app names only as customer context, say the store is not official app support, and route platform-specific issues to the provider when needed.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: clear-delivery-policy

question: What should a clear digital product delivery policy include?

answer: Include delivery timing, access method, file format, account requirements, support email, license notes, and refund boundaries before purchase.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: clear-license-policy

question: What should a clear digital product license policy include?

answer: Include personal or commercial use scope, sharing limits, client-work rules, resale boundaries, modification rights, and where to ask license questions.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: clear-support-page

question: What should a digital product support page include?

answer: Include order lookup instructions, safe information to provide, expected response route, common access issues, and links to delivery, refund, and license policies.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim


slug: avoid-fake-claims

question: What claims should a new Shopify digital product site avoid?

answer: Avoid fake reviews, invented user counts, hidden pricing, unsupported guarantees, official affiliation claims, and checkout language that is not actually live.

category: Shopify digital product support FAQ

compliance: free educational copy resource; no checkout; no legal advice; no official Shopify support claim