This article applies to Classic Commerce. (Looking for Contextual Commerce documentation?)
The secure download links created for File fulfillment, which are sent to your customer in an Email Fulfillment, are limited by the number of download attempts and a time period for which they are valid. The number of attempts for which it is available for download is based upon the file size, and we are unable to modify these restrictions. The limits on download attempts and time are based on our experience in balancing support versus security for your digital products.
Download Link Restrictions
Download links will expire seven days after the link is sent in an Email Fulfillment. The only exception is if you offer (and your customer purchases) a digital file backup, in which case the download link is active for one year. The number of attempts, which ranges from four attempts to fourteen attempts, is limited by the file size. The larger the file, the more likely there may be download problems, and the more attempts a customer may need to complete the download.
How to Reset Expired File Download Links
To reset expired file download links, click on Order Search from SpringBoard’s Store Home. A search box will be revealed directly below where you clicked. Use the Order Search to find the order that has the download link you want to reset. You can search by:
- An order reference number (e.g. JUL120112-7119-41114)
- A subscription reference number (e.g. JUL120112-7119-41114S)
- A customer's email address
- A customer's last name
- The company name
Resetting Only Certain File Download Links
If you want to reset only certain file download links, under Order Items, there is a little grey icon with a downward arrow. Each of these icons represents a file and you can mouse-over them to see the file name. Click on the icon for each file download link you want to reset and then click Reset. You can then directly email the link to the customer.
Resetting All File Download Links
If you want to reset all of the file download links, you can just resend the notification. Click Resend Notification and then select the Fulfillment Emails checkbox under To Customer and click Confirm. This will send the email fulfillment to the customer and will also reset all of the file download links on the order.
We can also reset the download links for you or your customers. If you wish, you can include our support email, firstname.lastname@example.org in your Email Fulfillment, and that way customers will contact us if they experience any download issues.
We're Here to Help
If you need assistance with resetting download links for your customers, please open a support ticket.