What Customers See
Customers get their downloads and license keys from a block on their order status page, in Shopify's customer accounts. This page walks through that block, so you know what your customers see and which settings change it.
Where it appears
- On the order status page. Customers reach it from the link in their order confirmation email, or by opening the order from their account.
- Only on orders with digital products. The block appears when the order has at least one product the app delivered. Other orders don't show it at all.
- Once you've added it. You add the block to your order status page once, in Shopify's editor. See Onboarding.
The block
From top to bottom:
- The title, "Download Information" unless you change it. See Extension Title & Terminology.
- Download & License products, each with its image, name and quantity, a download button, and a reveal button.
- Download Only products, each with a download button.
Downloading
- One piece of content. The download button downloads it, or opens it in a new tab if it's a link.
- Several pieces of content. The button opens a list of everything on the product, with how many items there are and their total size. Each item has its own download button.
Download links expire. For security, the links on the page stop working after about two hours. If a customer leaves the page open and a download fails, reloading the page gives them fresh links.
Revealing license keys
- The customer selects Reveal License Key (or Reveal License Keys, if they bought more than one).
- Their keys appear, each with a Copy button.
- The button changes to View License Key Above.
With Keys Stay Revealed on, the keys appear by themselves on the customer's later visits.
Messages you can add
| Message | When customers see it | Setting |
|---|---|---|
| A warning before revealing keys | When they select the reveal button | Reveal Key Prevention |
| A warning before downloading | When they select a download button | Download Prevention |
| A non-refundable notice | After they've revealed a product's keys | Non-Refundable Message |
| A return notice | On a product they've returned | Return Message |
| Out of downloads | When they've used their download limit | Download Limit |
| Download expired | When their time limit has passed | Time Limit |
| An error | If the block can't load, or a reveal fails | Error Message |
Messages can include dynamic text, such as the order number or a product's metafield.
How messages appear
Each message has a Display As option:
| Display As | How it appears |
|---|---|
| Banner | A banner on the page, under the product. |
| Popover | A small panel that opens when the customer selects a disabled button. Good for explaining why it's disabled without cluttering the page. |
| Modal | A dialog over the page. Used for warnings the customer has to read before continuing. |
When a button is disabled
| What the customer sees | Why |
|---|---|
| The download button is disabled, and a popover reads No Content Available to Download | The product has no content linked to it, or you've revoked access to all of its content. |
| The reveal button is disabled, and a popover reads No License Keys Available | No keys were assigned to the order, often because the product ran out of keys. |
| An item in the list of downloads is marked Limit Exceeded | The customer has used their download limit for that content. |
| An item in the list of downloads is marked Expired | The time limit for that content has passed. |
| Every button on the product is disabled | The product was returned. |
A product or piece of content you've revoked access to isn't disabled: it's removed from the page. If you revoke access to the whole order, the block doesn't appear at all.
Previewing your changes
Settings that change what customers see show an Extension Preview underneath, with your text in place. It's close to the real thing, but Shopify draws the actual page, so check a real order before you rely on it.