You can set up several payout accounts and use them at the same time. For example, pay out different currencies to different bank accounts, or use a different payout method for each currency.
\nDo you need this?
\nFor most people, one payout account is enough — a single account can receive every currency, and Digistore24 converts them into the payout currency you choose. Set up more than one only if you want to route different currencies to different bank accounts or methods. You can have only one active account per currency (see Set method and currency).
\n
Multiple payout accounts are useful when you want to split your earnings — for example, to:
If you sell through more than one reseller, you can also route each reseller's sales to its own account.
Here's how to set up an additional payout account:
Your additional payout account is now set up. Filling it in works exactly like your first account (see how to set up a payout account as a vendor or as an affiliate).
\nOverlapping accounts
\nIf two of your accounts overlap — for example, both are set to receive EUR sales — the account you created first receives those sales.
\n
These guidelines explain the minimum requirements for customer support when you sell through the Digistore24 resellers
Which reseller am I selling through?
Click the user icon in the upper right corner and Edit account details and scroll to Reseller contracts. There you can see which resellers you have a contract with.
\nIf you sell through multiple resellers, you can check under My products > Product list in the Approval column to see which reseller a product is approved for.
\nOur customers matter, and so does customer satisfaction. Good support helps prevent frustration and reduces chargebacks. Our goal is to keep communication between all support teams smooth - so customers receive clear, helpful answers as quickly as possible.
Please make sure we have the following information and that it stays up to date.
We need your best support email address so that:
If you use a helpdesk system (for example Freshdesk or Zendesk), please ensure it is set up in a way that allows smooth communication with Digistore24.
Important: If you use Freshdesk/Zendesk, make sure your system does not place ours support emails on any suppression list:
Otherwise, you might not receive our messages (and we might not receive yours).
If you sell physical products, our teams must be able to provide tracking information immediately when a customer asks.
If you sell physical products, we need the correct return address so customers can return items when a refund is needed.
We serve US customers, and we need to know your holiday schedule so customer support coverage stays reliable for US customers.
Sometimes Digistore24 will email you because we need your input to resolve a customer request.
If we do not receive a response:
If there is still no response, we will escalate the case to your Account Manager.
To avoid missed updates and unnecessary escalations, please follow these rules whenever you reply:
Why this matters: Digistore24 is the Merchant of Record, so we must always be included in customer-related communication. If Digistore24 is not copied, we may assume there was no vendor response.
Please note:
Also, if we continue to see customer support issues - such as missing responses, delayed replies, or high chargebacks - Digistore24 will take over handling all support inquiries.
Your Account Manager is your first point of contact for these customer-support-related topics:
For example:
Such as:
You can update these yourself, or your Account Manager can help.
If anything could impact the customer experience, your Account Manager should be informed.
Account Managers will also proactively reach out when the Digistore24 Customer Support Team notices support-related issues.
If you handle support yourself, please make sure you have a backup person or team available (for example, during illness, travel, or peak times). If needed, we can recommend external support teams.
Please remember: if we continue to see customer support issues - such as missing responses, delayed replies, or high chargebacks - Digistore24 will take over handling all support inquiries.
","user_segment_ids":[]},{"id":38882618361617,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/38882618361617.json","html_url":"https://help.digistore24.com/hc/en-us/articles/38882618361617-Using-custom-domains","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-2,"vote_count":2,"section_id":23639674655633,"created_at":"2025-09-09T13:40:20Z","updated_at":"2026-08-16T19:00:38Z","name":"Using custom domains","title":"Using custom domains","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-03-10T13:39:26Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":[],"body":"With custom domains, you can display your order forms via your domain rather than the Digistore24 domain. This builds trust, strengthens your brand, and increases security when promoting on social networks.
\nPlease note
\nThe feature is not enabled by default. Contact us for activation at partners@digistore24.com.
\n
www.yourshop.com).\nTip
\nIf you need help setting up a subdomain, refer to your web host's documentation or hire a trusted web developer.
\n
www.yourshop.com).www (or your chosen subdomain)CNAME\ni32.cd.digistore24.com.)\n\nTip
\nYou can view your domain status at any time under Settings > Custom domains :
\n\n
\n- \nIn progress - Setup is running (max. 30 days)
\n- \nFailed - Setup not completed or DNS/SSL error
\n
→ Click Check registration again.- \nValid - Domain is active and ready for use
\n- \nError - Domain is no longer valid
\n
→ Contact us at partners@digistore24.com.
If you use the promocode on your own pages for affiliate attribution, it must automatically adapt to your custom domain to ensure correct attribution.
\ndigistorePromocode( 123456 ); changes to digistorePromocode( { \"product_id\": 123456, \"adjust_domain\": true, \"checkout_domain\": \"somedomain\" } );. (123456 is a placeholder for the product ID, \"somedomain\" is a placeholder for your custom domain).How to check your custom domain in the preview of the order form:
\nClick on the pencil icon for an order form.
\nThe order form will be displayed.
\nClick Preview.
\nThe order form for the default product is displayed under your custom domain.
\nHow to test your custom domain in your browser:
\nConfirm your input.
\nThe order form for the default product of your custom domain is displayed.
\nIf you have set a redirect to another custom domain, the order form is displayed under that other domain.
\n\n\nTip
\nIf your Digistore24 account has another approved product, you can extend the custom domain in the browser address bar with
\n/product/[Product-ID](replace [Product-ID] with the product ID of the other product).The order form for the other product is displayed under this URL.
\nIf you have set a redirect to another custom domain, this order form will also be automatically displayed under that other domain.
\n
You can check your promolinks if you have activated Display in promolinks.
\nPaste the promolink into your browser’s address bar and confirm.
\nThe order form is displayed under your custom domain.
\nPaste the promolink into the search bar of your browser and confirm the entry.
\nThe order form is displayed under your custom domain.
\nCan I add multiple domains?
Yes, you can add as many domains as you like.
Who takes care of SSL?
The certificate is created automatically by Digistore24. You don't have to do anything.
My domain doesn't work after 24 hours - what to do?
Please contact our consulting team at partners@digistore24.com.
What happens if the domain is not reachable?
Your order forms can still be accessed via the standard checkout domain.
Domain shows nothing.
Check your DNS record and wait up to 24 hours if necessary.
Status \"Failed\".
Click “Check registration again” in the domain settings.
Affiliate is not assigned.
Check the promocode settings and whether the affiliate is approved.
Digistore24 is a leading online sales platform that has been successfully operating in the market for over a decade. More than 600,000 sales are processed via Digistore24 every month. Digistore24 implements comprehensive measures to ensure that you as a consumer enjoy the best possible protection. You can find out what these are in this article.
\nDigistore24 offers product vendors (small and medium-sized enterprises, self-employed individuals) a platform to sell their products online.
\nAs such, Digistore24 acts as a reseller. This means that Digistore24 handles the sale of the products for the product vendors.
\nIn other words, if you purchase a product from a product vendor selling via Digistore24, then Digistore24 will act as the vendor - and is therefore your legal contractual partner.
\nThis has many benefits for you as a consumer. After all, Digistore24 is a TÜV-certified company that attaches great importance to customer satisfaction, consumer protection, IT security, data protection (GDPR compliance) and legal certainty. You can find out more about this in the following sections.
\nIf you purchase a product via Digistore24, Digistore24 acts as your legal contractual partner. Consequently, the Digistore24 T&Cs apply to your purchase. These T&Cs are continuously adapted to the current jurisdiction to ensure the best possible consumer protection.
\nWhen they register with Digistore24, every product vendor and advertising partner/affiliate must provide and verify their personal data.
\nProduct vendors who wish to sell via Digistore24 are contractually obliged to comply with strict requirements regarding consumer protection and legal certainty, among other things. Failure to fulfil these requirements can lead to exclusion from the Digistore24 platform.
\nBefore a product can be sold via Digistore24, it goes through an approval process - each product is put through its paces by Digistore24 beforehand.
\nA number of criteria play a role in the approval process, e.g. product quality, product details, and the price-performance ratio. Another decisive factor is whether legal requirements such as the obligation to provide a legal notice have been implemented.
\nCertain products are generally excluded from being sold, e.g. products that Digistore24 classifies as dubious and products that do not comply with the law and accepted principles of morality.
\nWith regard to product quality, Digistore24 takes customer feedback very seriously and, if necessary, re-examines products that have already been approved.
\nDigistore24 ensures that all relevant information is clearly visible during the purchase process, e.g. about the product, price, any contract terms, and your cancellation options. The legal criteria of the EU are also consistently implemented.
\nAfter your purchase you will receive an order confirmation email. Here you will find all information about the order and product delivery. In the email you can also access the invoice and the order confirmation page, where you can e.g. cancel or return a product.
\nDigistore24 also offers a search function for orders so that you can access the order details.
\nThe legal requirements for cancellations and returns are stored in the Digistore24 platform and automatically apply to every purchase. Alongside the 14-day statutory right of revocation, product vendors can set a longer money-back guarantee of 30, 60, or 180 days for their products.
\nDigistore24 also immediately implemented the law for fair consumer contracts.
\nYou can find out more about this here:
\n\nCustomer satisfaction is Digistore24's number one priority. This is why the Digistore24 platform is designed in such a way that consumer concerns can be dealt with in the simplest and most automated way possible. For example, as a consumer you can return or cancel products yourself in many cases.
\nHowever, if you have any concerns or questions about your order, you can contact Digistore24 support at any time.
\nYou can find out more here: How do I contact Digistore24 support?
","user_segment_ids":[]},{"id":27941226997137,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/27941226997137.json","html_url":"https://help.digistore24.com/hc/en-us/articles/27941226997137-Why-have-I-been-debited-by-Digistore24","author_id":21104399012497,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-137,"vote_count":503,"section_id":27941186479377,"created_at":"2024-08-30T09:21:00Z","updated_at":"2026-09-26T21:28:07Z","name":"Why have I been debited by Digistore24?","title":"Why have I been debited by Digistore24?","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2025-12-16T13:40:24Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["reseller","end customer","reseller model","end customer support"],"body":"Have you received a direct debit from Digistore24 and are wondering why? In this article, you'll find out what Digistore24 actually is and how you were debited.
\nDigistore24 is a leading online sales platform that has been successfully operating in the market for over a decade. Product vendors (small and medium-sized enterprises, self-employed individuals) use Digistore24 to sell their products online, e.g. digital products such as software and e-books, tickets for events and seminars, or even food supplements.
\nProduct vendors use the Digistore24 platform because it handles a variety of complex tasks for them. For example, this includes accounting, invoicing, tax management, payment provider integration, implementation of legal requirements, and some customer support.
\nMany smaller companies and self-employed individuals now have the opportunity to sell their products online. What's more, product vendors are able to concentrate more on their own products, i.e. their core business.
\nSo far, so good. But what's the story behind the Digistore24 debit? More on this in the next section.
\nDigistore24 not only offers product vendors a platform for online sales; it also acts as a reseller.
\nThis means that Digistore24 handles the sale of the products for the product vendors. Digistore24 buys the products from the product vendors in order to resell them without further processing. You may already be familiar with this kind of service, e.g. with Amazon.
\nIn other words, if you purchase a product from a product vendor selling via Digistore24, then Digistore24 will act as the vendor - and is therefore your legal contractual partner. As such, you will be debited by Digistore24 - and not by the product vendor directly.
\nThis also has many benefits for you. More than 600,000 sales are processed via Digistore24 every month. Digistore24 places great emphasis on secure buying and ensuring the best possible consumer protection. Digistore24 is TÜV-certified and has very good ratings on consumer platforms such as Trustpilot.
\nIf you would like to find out more, please take a look at these articles:
\n\nIf you are unsure how to access your product, return a product, or cancel a subscription, please take a look at these articles:
\nAnd if you have any other questions or concerns, feel free to contact our support team. We are always here for you: How do I contact Digistore24 support?
","user_segment_ids":[]},{"id":27925606858769,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/27925606858769.json","html_url":"https://help.digistore24.com/hc/en-us/articles/27925606858769-How-secure-is-buying-via-Digistore24","author_id":21104399012497,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":38,"vote_count":118,"section_id":27919669394577,"created_at":"2024-08-29T16:11:01Z","updated_at":"2026-09-24T09:19:21Z","name":"How secure is buying via Digistore24?","title":"How secure is buying via Digistore24?","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-01-15T16:02:27Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["reseller","end customer","reseller model","end customer support","consumer protection"],"body":"Digistore24 is a leading online sales platform that has been successfully operating in the market for over a decade. More than 600,000 sales are processed via Digistore24 every month. Digistore24 implements comprehensive measures to ensure that you as a consumer enjoy the best possible protection. You can find out what these are in this article.
\nDigistore24 offers product vendors (small and medium-sized enterprises, self-employed individuals) a platform to sell their products online.
\nAs such, Digistore24 acts as a reseller. This means that Digistore24 handles the sale of the products for the product vendors.
\nIn other words, if you purchase a product from a product vendor selling via Digistore24, then Digistore24 will act as the vendor - and is therefore your legal contractual partner.
\nThis has many benefits for you as a consumer. After all, Digistore24 is a TÜV-certified company that attaches great importance to customer satisfaction, consumer protection, IT security, data protection (GDPR compliance) and legal certainty. You can find out more about this in the following sections.
\nDigistore24 only uses secure and common payment methods for purchases: Klarna, PayPal, credit card, advance payment/bank transfer, and SEPA direct debit.
\nDigistore24 works exclusively with reputable payment service providers that use the latest encryption technologies and security protocols.
\nDigistore24 implements the legal provisions of the European General Data Protection Regulation (GDPR). For example, this includes the display of a cookie banner for data protection-compliant tracking on the order form, order processing contracts (AV contracts) with all order processors, or the deletion of customer data in compliance with statutory retention periods.
\nWhen purchasing a product via Digistore24, Digistore24 acts as your legal contractual partner. Consequently, the Digistore24 T&Cs apply to your purchase. These T&Cs are continuously adapted to the current jurisdiction to ensure the best possible consumer protection.
\nProduct vendors must provide and verify their personal data when they register. They are also contractually obliged to comply with strict requirements with regard to consumer protection and legal certainty.
\nBefore a product can be sold via Digistore24, it is checked by Digistore24 for criteria such as product quality, price-performance ratio and legal requirements. Products that violate laws or are categorized by Digistore24 as dubious or inappropriate are always prohibited from being sold.
\nDigistore24 ensures that you always have all the important information at a glance during the buying process, e.g. about the product, price, any contract terms, and your cancellation options.
\nAfter making a purchase, you will receive an order confirmation email with all relevant information and access to your invoice and the order confirmation page, where you can cancel or return a product, for example. Digistore24 also offers a search function for orders so that you can access the order details.
\nCustomer satisfaction is Digistore24's number one priority. This is why the Digistore24 platform is designed in such a way that consumer concerns can be dealt with in the simplest and most automated way possible. For example, as a consumer you can return or cancel products yourself in many cases.
\nHowever, if you have any concerns or questions about your order, you can contact Digistore24 support at any time.
\nYou can find out more here: How do I contact Digistore24 support?
","user_segment_ids":[]},{"id":27547775357201,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/27547775357201.json","html_url":"https://help.digistore24.com/hc/en-us/articles/27547775357201-How-can-I-access-my-product","author_id":21104399012497,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-242,"vote_count":854,"section_id":27547737524753,"created_at":"2024-08-15T09:10:50Z","updated_at":"2026-09-27T03:50:49Z","name":"How can I access my product?","title":"How can I access my product?","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-04-15T07:13:03Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["email","product access","end customer","order details","order id"],"body":"You have purchased a product from a product vendor that sells their products via Digistore24. Now you want to access your product. This article will tell you how to do this.
Product vendors have various options when it comes to delivering products. This also depends on the product type.
In most cases, products are delivered using one of these methods:
Below you will find detailed information on how to access your product using the various delivery methods.
\nTip
\nIn most cases, products are delivered using one method. For example, if you cannot find your product in the order confirmation email from Digistore24, try the order confirmation page or the other methods. You do not need a Digistore24 account to access your product.
\nYou can also use the customer portal to view your orders and open the order overview page at any time - you'll often find a link to your product there as well.
\n
After your purchase, Digistore24 will send you an order confirmation email to the email address you provided on the order form when you made your purchase.
\nThe order confirmation email has the following properties:
\nDigistore24 support <support@digistore24.com>\nDigistore24 - Order successful / access\n\nTip
If you can't find the email, check your spam folder or trash folder.
For example, access data for online courses, e-tickets for events and seminars, or licence keys for software are often delivered directly in this order confirmation email.
\nRead the email carefully and look out for phrases such as \"Your login details for...\". Also check whether the email has an attachment.
\n\nTip
You can also access the details and the invoice for your order in the order confirmation email.
You will be redirected to an order confirmation page immediately after purchasing your product. In many cases, you can access digital products and downloads directly on the order confirmation page.
\nIt's not a problem if you've already closed the page. You can reopen the order confirmation page at any time. The easiest way is through the customer portal.
\nVia the customer portal (easiest way)
You are now on the order overview page. Check whether you can find information on how to access your product, either directly on the page or, if available, via the Access purchase button.
\n\nTip
You don't need a password or an account. Each time you sign in, you'll receive a one-time code via email.
Via the order confirmation email
Scroll down to the Here is how you get access to your digital product section.
\nUnder point 2. You can gain access to your purchase, by using this following link: you will find the link to the order confirmation page.
\nIf you can no longer find the order confirmation email and can't use the customer portal, you can also open the order overview page via a search form. The only requirement for this is that you know the order ID of your order (see Where can I find my order ID?).
\nIf you have not paid by credit card
You are now on the order overview page. Check whether you can find information on how to access your product, either directly on the page or, if available, via the Access purchase button.
\nIf you did pay by credit card
You are now on the order overview page. Check whether you can find information on how to access your product, either directly on the page or, if available, via the Access purchase button.
\n\n\nPlease note
\nIf you can't fill in all the fields, e.g. because you can't remember the exact date of purchase, use this link instead. Enter your order ID and email address there and you'll also be taken to the order overview page.
\n
Another option is for the product vendor to send you an email that you can use to access your product, e.g. the access data for a member area.
\nYou should therefore check the inbox of the email address you entered on the order form when you made your purchase. Look for emails you received at the time of purchase or afterwards, or search for the name of the product vendor or product. To be on the safe side, check your spam folder and trash folder as well.
\nIf you have ordered a physical product such as books or CDs, these will be sent to you in the traditional way by post. Lots of product vendors will automatically inform you about the status of the delivery. Contact the product vendor if you have any questions about the delivery. In most cases, you will find the product vendor's contact details on the order overview page or in the order confirmation email.
\nPlease also always check whether the product is actually a physical shipping product. If you have ordered an e-book, for example, it will be delivered digitally and not by post.
\n\nTip
\nIn the customer portal, you can find all your orders in one place. You can also download invoices, cancel subscriptions, or change your payment method there.
\n
\n","user_segment_ids":[]},{"id":26372301568529,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/26372301568529.json","html_url":"https://help.digistore24.com/hc/en-us/articles/26372301568529-Set-up-Booking-Calendar","author_id":21104411200273,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-5,"vote_count":11,"section_id":26372841264401,"created_at":"2024-07-02T08:58:09Z","updated_at":"2026-07-07T15:08:03Z","name":"Set up Booking Calendar","title":"Set up Booking Calendar","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-03-10T13:39:30Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["vendor"],"body":"Please note
\nIf you still have questions, please feel free to contact our support team at any time.
\n
The Booking Calendar is a feature that allows you to arrange appointments with your customers quickly and easily.
\nWhen a customer purchases an appointment-based product, e.g. a webinar or coaching session, they are redirected to an appointment booking page. This is where they can book an appointment subject to your availability.
\nAs a vendor, you can enjoy the following benefits of the Booking Calendar:
\nHow to set up the Booking Calendar:
\nIn the settings, you can set the appearance of the appointment booking page and connect your Google calendar and Zoom account.
\nIn the vendor view, open My products > Booking calendar.
\nSwitch to the Settings tab.
\nEnter a Display name.
\nThe display name is shown to the customer as the appointment partner on the appointment booking page.
\nUpload a Logo.
\nClick on Upload image.
\nSelect the Colors of your branding.
\nYour selection will be displayed on the right-hand side of the screen in the Preview.
\nOptional: Connect your Zoom account.
\nClick on the Connect Zoom button.
\nOptional: Connect your Google calendar.
\nClick on the + Connect Google calendar button.
\nClick on Save.
\nYou can use schedules to determine when you are available for appointments. You set fixed times for this in a weekly schedule. You can take deviations into account with date overrides.
\nYou can create as many schedules as you like alongside the default schedule. This can be useful, for example, if you want to set different availability for different products.
\nIn the vendor view, open My products > Booking calendar.
\nSelect your Time zone.
\nEdit the schedule in line with your working hours each week. You can specify working hours for each active weekday. To add additional working hours, click on + for a weekday.
\nClick on Save changes.
\nYou can use date overrides to define deviations from your schedule without changing the schedule itself. This is useful, for example, if you want to take vacation periods into account.
\nIn the Vendor view, open My products > Booking calendar.
\nClick on Add date override.
\nA calendar will be displayed.
\nSelect the month in the calendar and click on the days of the month when you are not available.
\nIf you are only available at certain times on the selected days, click on + under Enter available hours. Times that you enter will apply to all selected days.
\nClick on Save.
\nIf you synchronize your Google calendar, Digistore24 will automatically adjust your availability.
\nIn the Vendor view, open My products > Booking calendar.
\nClick on Synchronize with your calendar.
\nAlternatively: In the Synchronize with another Google account field, enter the email address of the Google account that you want to synchronize for the date override and click on Send synchronization request.
\nIn the Vendor view, open My products > Booking calendar.
\n\nNote\n\nYou must assign a priority from 1 to 9999 to each schedule. This allows you to assign several schedules to a booking template later on. If your customer books an appointment that is available on both schedules, the appointment is automatically assigned to the schedule with the higher priority.
\n
\nTip\n
To delete a schedule, click on Delete schedule.
You can use booking templates to specify which settings apply to which products. You can add as many products as you like to a booking template, but each product may only be assigned to one booking template.
\nIn the Vendor view, open My products > Booking calendar.
\nSwitch to the Booking templates tab.
\nClick on Create booking template.
\nEnter the Name of the booking template.
\nAdd a Description.
\nFor Connect products, select all the products to which the settings of the new booking template should be applied.
\nIf you select a product that is already assigned to another booking template, a message will be displayed.
\nClick on Yes to move the product to the new booking template.
\nClick on No to leave the product in the other booking template.
\nSelect a Booking duration.
\nThe booking duration is displayed on the appointment booking page and included in the calendar file that is sent to the customer after making the booking.
\n\nPlease note\n
You can assign multiple schedules to a booking template. If your customer books an appointment that is available on both schedules, the appointment is automatically assigned to the schedule with the higher priority (see Create new schedule).
Click on Create booking template.
\nThe booking template is displayed in the Booking templates tab.
\n\nTip\n
Click on Preview for the new booking template to see the corresponding appointment booking page from the customer's perspective.
To set up the affiliate referral program as a vendor, proceed as follows:
\nNow you can create the invitation link for your affiliates.
\nYou can change the referral commission you have set at any time. The changes will be effective for newly recruited affiliates. Referring affiliates will receive the referral commission per referred affiliate that was set when the referred affiliate registered.
\nAlternatively, you can set up individual referral commissions for individual partners.
","user_segment_ids":[]},{"id":24403734576785,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24403734576785.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24403734576785-Share-revenue-automatically-with-joint-ventures","author_id":21104411200273,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-1,"vote_count":5,"section_id":23669711528849,"created_at":"2024-04-22T11:23:26Z","updated_at":"2026-08-04T12:55:42Z","name":"Share revenue automatically with joint ventures","title":"Share revenue automatically with joint ventures","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-03-10T13:39:32Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["vendor","affiliate marketing","joint venture"],"body":"In addition to the possibility of working with affiliates, Digistore24 also offers you the option of entering into a partnership with one or more “vendor partners”.
\nFor example, imagine you and your colleague Max start a joint project. You create an e-book for which Max records a number of videos. You want to offer the e-book and video course together as one product.
\nIn this case, you create a \"Joint Venture\" on Digistore24. This is always a good idea if you have developed a digital product together with one or more partners and you would like to share the revenue accordingly.
\nOn Digistore24, you can set up a joint product together with another vendor. This is what we call a joint venture partnership - this ensures that the revenue is automatically allocated to the respective vendor account for each product sale. You determine the distribution of your revenue in advance and then you receive your assigned share.
\nFor example, if you worked for 70 hours on the project but your partner only worked for 30 hours, then set up your joint venture with shares of 70% and 30%. Digistore24 will then automatically distribute the revenue to you both after deduction of the taxes and Digistore24 margin.
\nFor joint affiliates, their commission is deducted before the revenue is allocated as usual. However, each vendor can also integrate their own affiliates, whereby the respective vendor pays the affiliate commission from their own share.
\nThomas created a product with Marcel and Stefan, which he would like to sell for 100 € and have promoted by affiliates. The affiliates should receive 50% of the revenue after deduction of taxes and fees. The rest is then divided equally between Thomas, Marcel, and Stefan.
\nWhat would the calculation look like?
\n\nTip\n\nInstead of setting the share as a percentage, you can also set fixed amounts for your JV partners if you prefer.
\n
\nNote\n\nUnlike affiliate partnerships, joint ventures become active immediately. Therefore, if you create a new joint venture for a product, it is also applied to new payments of existing subscription payments. The same applies to joint venture cancellations. New payments will no longer be credited to the respective joint venture partner. Adding or removing a JV does not apply to existing installment payments, as the full payment amount is booked as revenue immediately in the case of installment payments.
\n
Learn more about the exact distribution of your revenue here.
\nIf the purchase contains more than one product (i.e., the purchase contains at least one additional product, known as an add-on), you can set how the joint venture fees are calculated:
\nYou can set this for the main product in the Add-ons tab.
\nSpecifically, under the option: Calculate affiliate and joint venture commissions ...
\nThis is the default setting. Only the joint venture settings of the main product apply. The total purchase price is used as the basis for the distribution.
\nThe joint venture settings apply to each add-on individually. For example, you could set up a joint venture only for an add-on product (e.g., a \"setup service\"). Your joint venture partners will then receive the fees set for the add-on product. The basis for the calculation is the purchase price of the add-on product. If a voucher is used during the order, it will be proportionally applied to all add-on prices. For example: The main product costs 100 EUR, the add-on costs 50 EUR, and the voucher discount is 30 EUR. The main product will be billed at 90 EUR and the add-on at 40 EUR.
\nIf you want all joint venture partners to pay equal shares of the affiliate commissions, make the respective affiliate settings as usual and enter the same shares in the joint venture settings.
\nYou can also set it up so that only one joint venture partner pays for the affiliate commissions. Here is an example of how to proceed in such a case:
\nDesired Revenue Distribution
\nFor a sale without an affiliate, the distribution is as follows:
\nFor a sale with an affiliate, the distribution is as follows:
\nHere's how to set it up:
\nThis way, your joint venture partner receives the commission if no other affiliate receives it.
\n\nThe joint venture distributes the 65% of the revenue that remains after the affiliate has received their 35% commission.
\nIf the sale is made without an affiliate, the joint venture partner also receives the affiliate commission, provided the joint venture partner is specified as the default affiliate in the product details (under My products > Product list by clicking on the pencil icon) in the Properties tab.
\nIf the affiliate is to receive, for example, 30%, then 70% of the revenue is distributed in the joint venture contract. Instead of calculating with 0.65, you would calculate with 0.70.
\nUnder Affiliates & partners > Partnerships, you will see an overview of all the joint ventures you have created (\"Joint Ventures of my products\"). Additionally, you will see all joint ventures where you are a joint venture partner for a product created by another vendor (\"Joint Ventures with partner products\").
\nOn Digistore24, you can enter into up to 4 joint venture partnerships.
\nNo. For technical reasons, you cannot retroactively transfer product-related revenue from one Digistore24 account to another.
\nAgree on an amount and transfer the money yourself.
\nYou can automatically allocate future product-related revenue to a partner. To do this, simply set up a joint venture with a partner share of 100%.
\nA vendor cannot act as an affiliate for their own product. If they use their own Digistore24 ID in the promo link, the current cookie in the browser is invalid.
\nIf you, as a vendor, want to act as an affiliate for your own product, we recommend opening an additional user account.
\nFor each joint venture partnership, the revenue shares are defined in advance. Therefore, the costs for a chargeback are proportionally allocated to all vendors. In a joint venture partnership with a revenue distribution of 30% to 70%, the costs for chargebacks are also divided 30% to 70%.
\n\nNote\n\nThis article is intended for vendors.
\n
If you use an opt-in form or an autoresponder, it is advisable for you as a vendor to set up multi-device affiliate attribution.
\nThe reason is that affiliate attribution via cookies can no longer take place if the potential buyer
\nExample
\nRegistration for a webinar via opt-in form
\nSolution:
\nWith multi-device affiliate attribution, it is possible to accurately track which purchase was referred by which affiliate, even if a device switch occurs, by transmitting the affiliate ID.
\n\nNote\n\nYour benefits as a vendor include:
\n\n
\n- Making the marketing of your products more attractive and attracting top affiliates.
\n- Your affiliates are more satisfied overall, as multi-device affiliate attribution ensures correct attribution even with device changes. Bonus: they recommend you and your products.
\n
For multi-device affiliate attribution to automatically transmit the affiliate ID to the autoresponder, it is important that the following attribution data is transferred to Digistore24:
\nChoose one of the following options to enable multi-device affiliate attribution.
\nIf you use the Enterprise version of Klick-Tipp, you can use the \"Activate Digistore24 multi-device tracking\" feature when setting up your opt-in form.
\nAll further information and a guide can be found here.
\nIn this option, the affiliate uses a content link to direct the potential buyer to your opt-in page. The attribution data is automatically transferred to invisible fields in your opt-in form. This way, the data is saved by your autoresponder along with the other data that the potential buyer entered in the opt-in form (name, email address, etc.).
\nWhen you send an email with a configured product link to this customer via your autoresponder, the attribution data is automatically passed on to Digistore24.
\nA step-by-step guide can be found here.
\nA guide for Klick-Tipp can be found here.
\nIn this option, the affiliate sends the potential buyer to your opt-in page via a configured link. If they sign up for your newsletter, their email address is automatically linked to the attribution data.
\nMore information can be found here.
\nThe following solutions, which require some technical effort, are available:
\nTracking refers to collecting data regarding the behavior of visitors on your website. This gives you information about which of your pages are visited, how your visitors get there, how long they stay, what they do, and much more. As an affiliate, you can leverage this data to better understand your target groups and optimize your advertising campaigns.
\nDigistore24 offers you three ways to use tracking:
\nDigistore24 tracks the behavior of the customers you have referred as soon as they make a purchase via the Digistore24 order form. You can analyze this data as part of data-driven sales in Digistore24 in order to optimize your advertising campaigns.
\nIn order to track your advertising campaigns and transfer the data obtained from Digistore24 to third-party systems, you can use the methods listed below.
\nDigistore24 offers you the following tracking methods to track advertising campaigns and transfer the data obtained to third-party systems.
\nTrack advertising campaigns as an affiliate with a tracking key
\nTrack advertising campaigns as an affiliate with S2S Postback
\nThere are three affiliate links/advertising links on Digistore24 that affiliates can use to promote products.
\nAn affiliate link directs a potential buyer to a vendor's funnel page, usually a sales page. If the potential buyer purchases the product, the affiliate receives an affiliate commission from the vendor.
\nAffiliate links include the affiliate's ID who is promoting the product. If a potential buyer clicks on an affiliate link, the included affiliate ID is passed to Digistore24. This is how the affiliate assignment occurs.
\nPromolink and Contentlink are affiliate links provided by Digistore24 that work with cookies:
\nThe Promocode is a reliable alternative to Promolink and Contentlink and works with JavaScript. For a page with a promocode, you can create your own affiliate links.
","user_segment_ids":[]},{"id":24293091859985,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24293091859985.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24293091859985-Promolink","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":66,"vote_count":114,"section_id":24293050305169,"created_at":"2024-04-18T15:57:13Z","updated_at":"2026-09-21T15:33:44Z","name":"Promolink","title":"Promolink","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2025-12-16T13:40:51Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["affiliate","vendor","affiliate link","affiliate attribution","promolink"],"body":"The promolink is an affiliate link that is used for affiliate attribution purposes. Affiliates can share the promolink with prospective buyers to promote products of vendors. For each sale made in this way, the affiliate receives an affiliate commission from the vendor.
\n\nPlease note\n\nThe prerequisite for affiliate attribution is a partnership between vendor and affiliate. Without a partnership, the affiliate does not have permission to promote the vendor's products. This means the affiliate will receive no commission. This is even the case if the affiliate's advertising activities generate sales.
\n
The promolink leads prospective buyers to the sales page of the product that the vendor has specified in the product settings. If no sales page has been stored, Digistore24 uses the product's order form as the sales page. In this case, the promolink leads to the order form.
\n\nPlease note\n\nUse content links, if you want to direct prospective buyers to a different funnel page than the sales page in the product settings.
\n
This is what a promolink looks like:
\nhttps://www.checkout-ds24.com/redir/123456/AFFILIATE
The promolink contains the product ID (e.g. 123456) and the affiliate ID (e.g. AFFILIATE). This is how Digistore24 recognizes which product is to be displayed and which affiliate has recruited the prospective buyer.
\nThe promolink also works with a redirect. The prospective buyer first reaches the domain of Digistore24 and is immediately redirected to the product's sales page.
\n\nTip\n\nUse the promocode, instead of the promolink if you want the affiliate link to include your own domain and lead directly to your website without redirection.
\n
With the promolink, affiliate attribution is carried out using a cookie. As soon as a prospective buyer accesses the product's sales page using the promolink, a cookie is generated in the browser cache. The cookie stores the affiliate ID from the promolink. If the prospective buyer clicks on the buy button on the sales page and reaches the order form, the cookie will transfer the affiliate ID to the order form.
\nIf a sale is made, Digistore24 is then able to attribute the correct affiliate. The cookie is valid for up to 180 days from the first visit to the sales page in regions where stricter data protection regulations apply (e.g., Europe under GDPR). In regions like the US, the cookie remain valid for up to 365 days.
\nAffiliate attribution with cookies can be ensured under these conditions:
\n\nTip\n\nUse the promocode instead of the promolink to ensure even more reliable affiliate attribution.
\n
How to track the promolink:
\nThe promolink is the most important advertising material for you as an affiliate. You integrate it on the page where you advertise a product. When customers click on the promolink, they will be taken to the vendor’s sales page. The promolink sets a cookie and thereby correctly assigns the purchase to you.
\nThe cookie is valid for up to 180 days from the first visit to the sales page in regions where stricter data protection regulations apply (e.g., Europe under GDPR). In regions like the US, the cookie remain valid for up to 365 days.
\nThis is what a promolink looks like:
\n https://www.checkout-ds24.com/redir/PRODUCT-ID/AFFILIATE/CAMPAIGNKEY
Replace the parameters in the link:
\nTest your promolink before you use it!
\nTo do this, follow this guide.
\nExample:
\nhttps://www.checkout-ds24.com/redir/220831/MaxMustermann/Product1\nThere are 3 ways to get the promolink:
\nOn the marketplace entry, click Promote now. A new window will appear informing you that your request has been accepted. Below you will see a field with a page URL – this is your individual promolink.
\nThe vendor may need to approve your request to promote if they have set it up that way. In this case, you will see the status Pending under Sales & partners > Vendor partnerships.
\nDon't worry if you clicked the wrong thing. You can terminate partnerships at any time. A partnership with a vendor does not involve any costs or obligations.
\nIf you have already entered into affiliate partnerships with vendors, you will find the corresponding promolinks in the following overview:
\nTo refer buyers to the vendor, you need a readership or target audience. There are different ways to build this audience, such as having your own website, a blog, a podcast, or a YouTube channel.
\nWe recommend creating an additional website with a landing page specifically designed for the product. The function of this is to engage the visitor after they click on the advertisement. You introduce the product and provide valuable additional information. This way, you create trust and can convince your end customers that your website is a high-quality source of information. From the landing page, you direct your visitors to the vendor’s sales page using the promolink.
","user_segment_ids":[]},{"id":24293117814161,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24293117814161.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24293117814161-Content-link-For-Vendors","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":13,"vote_count":19,"section_id":24293050305169,"created_at":"2024-04-18T15:56:56Z","updated_at":"2026-09-04T22:02:58Z","name":"Content link - For Vendors","title":"Content link - For Vendors","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-03-10T13:39:35Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["vendor","affiliate link","affiliate attribution","content link"],"body":"The content link is used to track potential customers, because they are not taken directly to the sales page as with the promolink but rather first to a webinar page, for example.
\nExample
\nThe promolink cannot be used here; this is why there is the content link.
\nThis is what a content link looks like: https://www.checkout-ds24.com/content/PRODUKT-ID/CONTENTLINK-ID/AFFILIATE/CAMPAIGNKEY
\nContent link explanation:
\nExample:
\nYour own Digistore24 ID is “JohnSmith”.
\nThe ID of the product that you want to promote is “220831”.
\nThe ID of your content link is “20581”.
\nYou create a campaign key “Product1”.
\nYour content link is therefore:
\nhttps://www.checkout-ds24.com/content/220831/20581/JohnSmith/Product1
\nIt is recommended to provide the content link to your affiliates either in the marketplace entry or via a help section for affiliates. More information can be found here.
\nIn principle, both the vendor and the affiliate can create the link to the order form. There are 2 options:
\nVariant 1: You use a content page.
\nVariant 2: You enter the affiliate directly in the link to the order form.
\nBoth variants have their benefits and are intended for different situations. The differences are explained below:
\nVariant 1: Use a content page
\nSpecify the sales page in the product details under My products > Product list. You can add further sales and advertising pages as content pages. Each content page has its own content link.
\nIf you want to place a link directly to an order form, you can also create the order form as a content page. To do this, you have to store the link to the order form as a content page.
\nA content page can also act as a sales page.
\nNow a content link will be displayed to you in the list.
\nVariant 2: Enter the affiliate in the link to the order form
\nAdd the GET parameter aff to the link to the order form, as shown in the example below:
\nhttps://www.checkout-ds24.com/product/123? aff=Digistore24-ID
\nReplace 123 with your product ID and Digistore24-ID with the Digistore24 ID of the affiliate. Alternatively, you can change the content link so that the affiliate ID is attached as a GET parameter to the target URL of the content link, for example: https://domain.com/?aff=[AFFILIATE]
\nAt Digistore24, you can generate a protected cart URL via API
\nThe API function can be used to pass the affiliate ID, the values for all fields in the cart (name, address, email address), and discount codes.
\nThis function is very useful for a webinar, as participants often switch browsers during the webinar, causing the affiliate to lose their commission. In some cases, another affiliate may receive the commission – the one whose cookie was last saved.
\nThis can be prevented
\nThe affiliate ID is permanently stored in the recipient's master record on the webinar registration page. A protected cart URL is generated via the Digistore24 API with this very affiliate ID.
\nIf the webinar participant wants to take advantage of their webinar special offer, they should order via the protected cart URL, ensuring that the affiliate receives their commission – regardless of whether a cookie was set or not.
\nImplementing this feature requires programming knowledge and is done using the CreateBuyURL function.
\nIf you are a programmer, you can get the related API reference here.
","user_segment_ids":[]},{"id":24293086737809,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24293086737809.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24293086737809-Create-and-use-content-link-For-affiliates","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":20,"vote_count":40,"section_id":24293050305169,"created_at":"2024-04-18T15:56:51Z","updated_at":"2026-09-27T02:12:55Z","name":"Create and use content link – For affiliates","title":"Create and use content link – For affiliates","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-01-15T16:02:36Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["affiliate","affiliate link","affiliate attribution","content link"],"body":"If page visitors should not be led directly to the sales page as is the case with the promolink, but rather to a webinar page, then you need to use a content link.
\nExample:
\nThe promolink cannot be used here, which is why there is the content link.
\nWhat a content link may look like:
\nhttps://www.checkout-ds24.com/link/CONTENT-HASH/
\nTest your link before you use it!
\nTo do so, follow this guide.
\nYou first need an approved affiliation!
\nIf you want to create a content page for a third-party product, you should first enter into a partnership with the product vendor. You can find a list of your active affiliations under Sales & partners > Vendor partnerships. Only then can you select a third-party product under the item For product.
","user_segment_ids":[]},{"id":24293116511889,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24293116511889.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24293116511889-Test-affiliate-link-advertising-link","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":14,"vote_count":78,"section_id":24293050305169,"created_at":"2024-04-18T15:56:40Z","updated_at":"2026-09-26T03:11:15Z","name":"Test affiliate link/advertising link","title":"Test affiliate link/advertising link","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-01-15T16:02:37Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["affiliate","vendor","affiliate link","affiliate attribution","testing"],"body":"\n\nThis article is intended for both vendors and affiliates. As a vendor, you can find additional information about affiliates links e.g. here.
\n
By affiliate links or advertising links we mean promolinks, content links or the sales page URL with GET parameters. As an affiliate, you can test your links to see if you will be listed as an affiliate. As a vendor, you can also test to see which affiliate has been submitted for a purchase. Proceed as follows:
\nAffiliate ID in a Cart-Builder order form:
\nAffiliate ID in a Responsive order form:
\nYou can block referrers for your promolinks to prevent your promolinks from being used on unwanted networks.
\nThe affiliate ID is the Digistore24 ID and is referred to as the affiliate ID in the context of affiliate-related topics.
\nIn affiliate links the affiliate ID is passed with the GET parameter aff=AFFILIATE, where AFFILIATE is a placeholder. Affiliates replace the placeholder with their affiliate ID to make the affiliate link valid.
\nExample placeholder:
\nhttps://www.some-domain.com/?aff=AFFILIATE
Example placeholder replaced with affiliate ID:
\nhttps://www.some-domain.com/?aff=user123
Chargebacks are very rare. However, so that you know how to react, we have compiled all the important information here.
\nA customer decides to make a chargeback to Digistore24 and informs us of it. The chargeback transaction is created as soon as Digistore24 learns of the chargeback. Below we describe the possible scenarios that can follow.
\nFees for chargebacks by direct debit
\nFor direct debit chargebacks, a fee of 12 € (for direct debits from Germany) or 15 € (for direct debits from Austria) will be charged. It is listed as chargeback fee in the commission list of the order. The amount visible there results from the processing fees on the part of the bank, the accounting expense and the costs which our acquirers claim per transaction.
\nChargebacks for subscriptions and installment payments
\nFor subscriptions and installment payments, the customer receives an email with the subject: There is a problem with your order and a link to continue the payment. At the same time, an IPN notification is sent to you (Event: chargeback) so that your system blocks access for the customer until they pay again.
\nAt this point, there is no further attempt to debit. The subscription or installment payment is automatically stopped and access is blocked for the customer. Only the customer can start further debit attempts by clicking the reactivation link and by subsequently entering their data.
\nHere are the possible reasons for a chargeback:
\nIf neither the customer nor the customer’s bank advisor can explain how the chargeback came about, then it is always due to an incorrect entry. If you have suspicious customers, you can also request that a customer be placed on the blacklist. Learn more about blocking customers here.
\nAs a vendor, you have the possibility to try to process a failed debit again.
\nFor this, however, you absolutely need the consent of the customer!
\nOnce your customer has agreed to another debit attempt, you can proceed as follows:
\n\nNote\n\nFailed debits often have a good reason. In most cases, the customer is currently financially unable to pay. You should therefore take this step very cautiously, since you risk unnecessary chargeback fees.
\n
The average frequency of chargebacks on Digistore24 is 1 to 2 %.
\nThese are the most important factors for reducing the rate:
\nYour product quality
\nIf you offer your customers an excellent service through your product/service, customers who have had a chargeback respond with panic and urge us to provide them with a new payment option. Therefore, if you offer an excellent product, your chargeback rate will reduce significantly.
\nYour product description
\nEnter an exact and detailed description of your product on both your sales and thank you page. Clearly state the form in which you will deliver the product (digitally or by post).
\nThe quality of your customer service
\nIf a customer has questions, they should receive a helpful answer as quickly as possible. This way, you prevent the customer from carrying out a chargeback because they are frustrated with your customer service.
\nPosition your product with an affluent audience
\nIf the target group is less affluent, then the probability is higher that the account will not be covered – not out of willful intent, but simply because of the financial situation of the customer wanting to buy your product.
\nThe chargeback fees are distributed proportionally among the JV partners.
\nThe previously determined shares (e.g. 75 % and 25 %) will be applied to the new situation; in this case, to the chargeback fee. The vendor with 75 % of the revenue must also pay 75 % of the chargeback costs. The vendor with 25 % of the revenue only has to pay 25 % of the chargeback costs.
\nExample 1
\nA product sale results in the following revenue distribution:
\nPartner 1 receives 5 €, Partner 2 receives 5 €
\nThus the shares are: Partner 1: 50 %, Partner 2: 50 %
\nThe chargeback fee is: Partner 1: 50 %, Partner 2: 50 %
\nExample 2
\nA product sale results in the following revenue distribution:
\nPartner 1 receives 5 €, Partner 2 receives 15 €
\nThus the shares are: Partner 1: 25 %, Partner 2: 75 %
\nThe chargeback fee is: Partner 1: 25 %, Partner 2: 75 %
\nExample 3
\nA product sale results in the following revenue distribution:
\nPartner 1 receives 5 €, Partner 2 receives 10 €, Partner 3 receives 5 €
\nThus the shares are: Partner 1: 25 %, Partner 2: 50 %, Partner 3: 25 %
\nThe chargeback fee is: Partner 1: 25 %, Partner 2: 50 %, Partner 3: 25 %
\nHow likely is it that customers will still pay after a chargeback?
\nThis varies greatly from customer to customer. The probability is over 90 % for first-class products, and 0 % for unpopular products that simply frustrate customers.
\nHow does the customer get the option to pay again?
\nThe customer receives a payment request from us by email with a link which they can use to pay the missing amount.
\nWhy are there isolated cases of chargebacks despite refunds or cancellations?
\nIn principle, end customers can arrange a chargeback with their bank within a period of one year. This is something that the customer does with their house bank and therefore it completely evades the influence of Digistore24. The following examples are rare, but are within the realm of possibility. We thus present them to you here for the sake of completeness:
\nExample 1
\nThe customer cancels a subscription and then makes one or more chargebacks at their bank. At Digistore24, a cancellation can be received and successfully initiated – but this only means that further debits have been stopped. What can happen is that the customer still decides to have old direct debits returned, although no further debits are made.
\nExample 2
\nThe customer requests a withdrawal and still makes one or more chargebacks at their bank. At Digistore24, a cancellation can be received and successfully initiated (the processing time is approx. ten working days) – however, this only means that a chargeback is planned. What can happen, though, is that the customer still decides to have old direct debits returned, although no further debits or chargebacks are made. In this case, we will lodge a complaint due to fraud and take action against the customer. Here, too, a chargeback liable to fees is issued.
\nHow does Digistore24 protect me against non-payment by my customers?
\nDigistore24 ensures your security and reduces the rate of payment defaults by taking the following precautions:
\nProtection through credit checks
\nDigistore24 works together with Creditpass to protect you from possible payment defaults. This protection is already included in the basic price.
\nBefore a payment is processed, a central database checks whether the customer has already attracted negative attention in their bank transactions. This database is linked to Schufa and various financial institutions. If the customer is on a blacklist, the payment will be rejected in order to protect the vendors from possible chargeback fees.
\nTo prevent access to the product in the event of a failed payment, Digistore24 has an API interface through which the system can communicate with the member software.
\nThe interface can be reached here: https://www.digistore24.com/extern/test/ipn
\nHowever, if there are payment defaults by customers, Digistore24 will send emails to these customers requesting that they settle their outstanding invoices.
\nDigistore24 internal blacklist
\nWe at Digistore24 also have a blacklist on which we note down people and their data who we no longer want to be customers. These people are excluded from further purchases on Digistore24. Customers can be entered on the blacklist both manually and automatically. Customers are automatically recorded at the point when they become suspicious due to frequent chargebacks or refunds.
\nThere is no selective activation of blacklist customers for the payment methods PayPal and credit card or other payment methods, since we do not wish to create a collection point for customers with complication potential.
\n\nNote\n","user_segment_ids":[]},{"id":24293009120529,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24293009120529.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24293009120529-Payment-interruptions-with-installment-and-subscription-payments","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-2,"vote_count":12,"section_id":24292965232273,"created_at":"2024-04-18T15:54:08Z","updated_at":"2026-08-05T14:43:50Z","name":"Payment interruptions with installment and subscription payments","title":"Payment interruptions with installment and subscription payments","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-03-10T13:39:39Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["vendor","faq","subscription","installment","end customer support","payment interruption"],"body":"Customers remain on the blacklist if their payment to chargeback ratio is 50:50.
\n
It can happen that an installment or subscription payment is not received. This can have various reasons, for example, your customer may refuse to pay or may not have enough money in the account via which the payment should actually be made. We have compiled the most important information on how to solve such a payment interruption so that you can resolve it quickly and effectively.
\nDigistore24 stores information in the system about when the next payment is due for each subscription and installment payment. If there is an unexpected complication due to a failed payment, Digistore24 proceeds according to a fixed pattern:
\nAs a vendor, you can view all the non-received payments in the Digistore24 system. There are various ways to do this, which we will present to you below.
\nOnly the initial sales are listed in the Sales list. You will find all the transactions in the Transactions list.
\nTo see how many cancellations you have for subscription and installment payments and the reasons for the cancellations, proceed as follows.
\nTo see the individual transactions of a particular sale, click on the magnifying glass icon under Actions and then scroll down to the Transactions item in the menu that opens. Here you can see recurring subscription and installment payments that have failed under Transaction type.
\nDoes the customer still have access to the product in case of payment failures?
\nDigistore24 will try to debit the amount for subscription and installment payments several times. If none of the debit attempts are successful, access to the product is automatically blocked for the customer. Products whose contents are regularly activated one after the other via a member page are no longer accessible to the customer after the payment default.
\nAttention:
\nIf you deliver your product as a download or PDF file, access cannot be blocked because the product is already in the customer’s possession.
\nWhat does the status message “Missed subscription payment” mean?
\nThe message Missed subscription payment refers to the current payment status of the purchase of a subscription product or an installment payment and appears in the following cases:
\nCase 1: Several unsuccessful attempts by Digistore24 to process a debit leads to a debit stop
\nUntil the status is set to missed subscription payment, the status is set to request payment or payment denial. Digistore24 will then try to debit the outstanding amount several times within the next few days. If these efforts remain unsuccessful even after a few attempts, the debit will no longer be attempted. This is then marked with the status missed subscription payment in the transaction list.
\nIn this case, the customer will be asked by email to continue the payment. At the same time, the vendor receives confirmation by email that the subscription payment has been missed.
\nCase 2: A chargeback occurs
\nIn this case, too, the customer will receive an email request to make their payment. At the same time, the vendor also receives confirmation by email that the subscription payment has been missed.
\nCase 3: The vendor has made a cancellation or issued a refund themselves
\nYou will always receive the email notification Missed subscription payment at the beginning of the next billing period if the next installment had been due for this subscription. Here you and your system should be informed that access is to be blocked for the customer since they are no longer paying the next installment (due to the cancellation).
\nGetting annoyed by too many email notifications? This is how to turn off these emails:
\nIt is rare that there are questions after an order. If this is the case, the following information will help you.
\nIn principle, it is our goal to make the customer’s purchase and the subsequent access to their product as simple and comprehensible as possible. For this reason, we send out a standardized email that has been optimized according to our experience in which the customer receives information about how they can access their product and whom they can contact if they have any questions. The email contains a link to the Digistore24 order confirmation page where the customer can finally download their product. Alternatively, you can create your own thank you page and link it to Digistore24.
\nThank you very much – your order is now complete!
\nDo you have any urgent questions about the product, the payment or the order? Click here for immediate help.
\nYou have ordered:
\n[Product]
\nYou can either access your purchased product(s) via this page or you will have received an email from the product manufacturer with access data to an internal member area where your product(s) are available:
\n[Thank you page/Download page/Access data]
\nHow to gain access to your order: Depending on the product type, you can access it in one of the following 3 ways:
\nNote: In the case of goods sent by post, such as DVDs, books, CDs or services, you will receive your product in ways determined individually by the product manufacturer. If you have any questions regarding access to your product, please contact the product manufacturer.
\nFind your invoice here:
\n[Invoice link, here the customer can enter their data and receive a “proper” invoice – with their data]
\nAn overview of your order can be found here: [Overview of products ordered]
\nProduct support
\nDo you have any questions about the product? Please write to: [Vendor email]
\nDetails of your order:
\nProduct ID: XX
\nOrder number: XXXXXX
\nAmount: $ X.XX
\nPayment method: XXXXX
\nDate: XX.XX.XXXX
\n[Customer details]
\n[Digistore24 GmbH terms and conditions for buyers]
\nVia email
\nEvery customer receives an order confirmation email after their purchase containing the link to the invoice in PDF format.
\nVia IPN/API to your system
\nThe link to the invoice can be automatically transferred to your CMS via API/IPN. This way, you can provide your customer with the link to the invoice within your system. Find out more about the IPN interfaces.
\nShould a customer ask for the order confirmation email or the invoice again, you can easily grant them access again:
\nAlternatively, you can click on the magnifying glass icon under Reports > Transactions and then click on the button with the label Send confirmation email under the Journal section in order to send a new order confirmation, which the customer can then use to gain access to their invoice again.
If your customers entered incorrect data during the order process, you as a vendor can still correct it afterwards:
\nImportant note:
\nCorrections to an invoice can unfortunately only be made up to 60 days after the invoice has been issued. This period cannot be extended for technical reasons.
\nYou can independently change your end customer’s email address even after an order has been placed. To do this, call up one of the customer’s transactions as follows:
\nIf you have checked through your entire sales process and still cannot call up the links sent to you in the order confirmation email, then this may be due to the following reasons:
\nYou are using plugins that do not work properly. This can often be due to the WordPress Security Plugin Better WP Security. This plugin has the setting Prevent long URL strings. This setting must be deactivated; otherwise very long URLs are truncated when you try to open them.
\nIn addition, there are server security settings that do not allow long URLs. Unfortunately, there is nothing we can do here except encourage you to get in contact with your server admin to customize the security settings according to your needs. Alternatively, you can find a server provider that allows long URLs.
\nIt may also be due to the hoster you are using, because they might have settings that do not work properly. To solve this, you should check these settings, and, if necessary, seek the help of a programmer.
\n\nTip:\n\nYou can find freelancers who can help you with technical difficulties here www.machdudas.de.
\n
If your customer represents a company in another EU country and has provided a VAT ID when ordering, this turnover is not subject to VAT. Accordingly, the calculation is net.
\nDigistore24 should check the validity of this VAT ID before each payment. If it becomes invalid, Digistore24 will automatically switch to a gross amount. This means that the next debit will be increased by the VAT. As long as your customer does not provide a valid VAT ID, a gross amount will continue to be charged.
\nHowever, the invoice for the order must not show mixed net and gross payments. This means that if the final price (i.e. the sum of all installment payments) is given with VAT (gross), then ALL partial payments (installment payments) should include VAT. Since in this case your customer has legally paid part of the payments without VAT, it would be wrong to retroactively charge VAT for these payments. And if it is considered unpaid according to the invoice, access to the product would have to be blocked.
\nThis is where the amount correction comes into play: In order for your customer not to have to repay this VAT, but for the gross amount on the invoice to still appear as fully paid, Digistore24 automatically adds the VAT to these net price installments. This happens fully automatically and you don’t have to do anything.
\nIf you want to know how much the amount correction for the entire transaction is (i.e. all amount corrections of the individual installment payments), proceed as follows:
\nTo better understand this complex issue, here is an example:
\nYou sell a product to a company. This product consists of six installment payments of €119 each, including VAT (gross). The VAT is 19%.
\nThe company provides the VAT ID, so the calculation is made without VAT (net). Accordingly, the company pays €100 per installment.
\nTwo installments are now paid normally.
\nThe third installment payment is now due. Before Digistore24 collects the payment, we check the validity of the VAT ID.
\nThe ID has now become invalid and will remain so for the remaining four payments. Accordingly, Digistore24 automatically switches to the gross amount. The 19% VAT is now added for each payment.
\nThe customer has now paid all installments.
\nFor the final invoice, a gross amount of €714 is calculated. Calculation: 6 installments x €119 gross amount per installment.
\nHowever, the customer has only paid €676, as the first two payments were still made without VAT (net). So there are still €38 outstanding (consisting of the VAT that is missing twice: €19 + €19), which the customer would have to pay so that the gross payment can be legally considered complete.
\nIn order for these amounts not to be missing on the invoice (which is not legally permitted!), Digistore24 now adds €19 each and a total of €38 amount correction for these two installments. This way, the customer does not have to pay this VAT extra.
\nThe invoice is now complete and legally correct.
\nIn the transaction details of this order, you will see €38 in the Amount Correction field.
\nPlease pay attention to the note on legal advice.
","user_segment_ids":[]},{"id":24292990530321,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24292990530321.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24292990530321-Refunds-and-returns","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-148,"vote_count":218,"section_id":24292965232273,"created_at":"2024-04-18T15:53:51Z","updated_at":"2026-09-27T19:11:41Z","name":"Refunds and returns","title":"Refunds and returns","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-01-15T16:02:40Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["vendor","return","end customer support","return policy","refund","partial refund"],"body":"Returns and refunds, subject to the cancellation period and at the request of the customer, will be made by either you as a vendor or by Digistore24. The customer's request will be made either
\nYou set the period for returning the product or cancelling the subscription when you create your product. If you sell via Digistore24 GmbH , you can choose from return periods of 14, 30, 60, 90 or 180 days. If you sell via Digistore24 Inc. , you can choose from return periods of 60, 90, or 180 days.
\n\n\nNote
\n
As a vendor, you have the option to accept a return or initiate a refund on your own, even outside the return period. In addition, you can be accommodating and give partial refunds, e.g. if the customer has already used part of the product. You can find more information here.
\n\nAttention
\n
Digistore24 is legally obliged to process refunds within the withdrawal period! If we receive a refund request within the return period specified by you, we are obliged by law to process the refund on your behalf.
Start of the return period
The return period begins at the time of the first payment and lasts a maximum of 180 days, depending on what you set. A return is technically no longer possible once this period has expired.
Return period for trial period
For example, if the trial period is 10 days, the actual payment will only be made once the trial is over, i.e. after 10 days. The return period will therefore only begin from then.
Return policy for digital products
Digital goods and downloads may be excluded from being returned if the customer has been explicitly informed of this in advance and has expressly agreed to the expiration of the right of withdrawal (via a checkbox on the order form). If there is no such checkbox, the right of withdrawal preset by the vendor shall apply.
Return policy for seminars and services
In most cases, the statutory withdrawal period of 14 days applies here. Digistore24 also offers a \"goodwill extension\" of the return period of up to 180 days. You can select in your settings which of these return periods you want to set for your seminar.
What happens if the customer cancels after the seminar has taken place and thus the service has already been provided?
For example, if the customer decides to buy a seminar a week before it is held and you have set a 30-day cancellation period in your settings, your customer can theoretically still cancel after they've attended the seminar.
In this case, the customer should be informed by you that their right of withdrawal expires once the seminar/service has been provided in full before the end of the withdrawal period. The customer automatically agrees to this condition upon purchase.
\nRefunds can take up to 10 business days depending on the payment method originally used to purchase the product.
In this case, refunds are always made via the same payment method of the original purchase - should the account of the purchase be identical to that of the return.
We inform customers by email that their refund request has been received in our system and will be processed within 10 business days.
\n\nThe 10-day delay is for security purposes :
\nSome customers request a refund while also initiating a chargeback at their bank. In this case, they would receive the money twice, which we as the seller would then have to recover, if necessary with legal action. We prevent this by delaying our back transfer.
\n
| Payment method | \nRefund duration | \nRefund type | \n
| Credit card | \nUp to 1 working day | \nBy credit card to the credit card that was used. Refund will be made directly. | \n
| PayPal | \nUp to 1 working day | \nVia PayPal to the PayPal account that was used. Refund will be made directly. | \n
| SEPA direct debit | \n10 days | \nBy bank transfer to the bank account used. | \n
| Klarna | \nUp to 1 working day | \nVia Klarna to the Klarna account that was used. Refund will be made directly. | \n
| Advance payment | \n10 days | \nBy bank transfer - the buyer should let us know their account details. | \n
\n\nAttention
\n
For refunds via direct debit, the customer's address is required for security purposes if no address was requested on the order form. This should be entered via the proof link, which the customer will automatically receive from the system. In addition, proof of identity in the form of a photo ID scan is required for refunds over €200. This is also requested via the proof link.
\n
The refund is now requested in our system. Digistore24 will make the refund once the check is complete.
\n\n\nAttention
\n
Refunds can only be made within a maximum of 180 days (after date of purchase). A refund is no longer possible after 180 days.
If the customer has already opened/used the product they purchased, e.g. food supplements, you may want to be accommodating and refund part of the purchase price. Let the customer know about this and then make a partial refund in the system.
\nHow it works:
\nAfter a check by our system, a partial refund will be initiated and the buyer will be refunded the amount - as in the case of an ordinary refund.
\n\n\nNotes on partial refunds:
\n\n
\n- The payment status does not change for partial refunds. Subscriptions and installments continue as normal.
\n- No IPN notifications are sent for partial refunds. This means that connected membership areas, autoresponders or other systems will not receive a status update via an IPN.
\n- Partial refunds also affect the cancellation rate. Please note, however, that it is not the number of refunds that counts towards the cancellation rate, but rather the amount. So if your partial refund is only a small amount, it will not have a big impact on your cancellation rate.
\n
Please pay attention to the note on legal advice.
","user_segment_ids":[]},{"id":24293017981969,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24293017981969.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24293017981969-Changes-to-subscriptions-and-installment-payments","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-12,"vote_count":14,"section_id":24292965232273,"created_at":"2024-04-18T15:53:44Z","updated_at":"2026-09-19T17:03:25Z","name":"Changes to subscriptions and installment payments","title":"Changes to subscriptions and installment payments","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-01-15T16:02:41Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["vendor","payment plan","end customer support","refund","product price","payment method"],"body":"Here you will find all the information you need to be able to react skilfully to requests regarding changes to subscriptions and installment payments from your customers.
\nIf you change the price of a product with ongoing subscription and installment payments, then this price change only affects new purchases. The old price still applies to existing orders.
\nTherefore, if a customer has a subscription with you and you subsequently lower the price for the subscription, your customer will continue to pay the old, more expensive price for the subscription. If you later increase the price, all existing subscription customers will pay the old price, in this case the lower one.
\nYou can also change existing installment or subscription prices – there are two options for this:
\nOption 1:
\nPrice change through the upgrade or downgrade function
\nHere you make an upgrade or downgrade offer to an existing subscription or installment customer. If your customer takes advantage of the offer, they can use it to update their installment prices. Click here to access the guide on upgrades and downgrades.
\nOption 2:
\nRefund of the order and subsequent new purchase
\nHere the installment payment has to be interrupted by giving a refund as a vendor. Afterwards, change the price of your product as desired. Finally, your customer must reorder the product with the updated price.
\nThe refund is now requested in our system. Digistore24 will initiate the refund after review.
\nPlease note:
\nYour customer can easily change the payment method (e.g. PayPal, direct debit, credit card, advance payment) for a product via the order confirmation page. They will receive the link to this page by email after the purchase. On the order confirmation page, there is the option Change payment method.
\nHow to get to the order confirmation if you want to send it to the customer again:
\n\n\nNote:
\n
Alternatively, you can click on the magnifying glass under Reports > Transactions and then on the next page click on the blue button labeled Send conformation email under the section Journal. This will send a new order confirmation email including a link to the order confirmation page.
An example of changing the payment plan may involve switching from a yearly payment to a quarterly or monthly payment. The different payment plans also often have different prices.
\nHere, upgrading to the same product is the easiest way to make subsequent changes to the payment plan. The customer then simply chooses another payment plan during the upgrade. You as a vendor must send your customer the link to your product’s order form.
\n\n\nImportant
\n
The method of choice is the upgrade because it will take effect immediately – downgrades will not be active until the next payment cycle.
Do subscriptions and installment payments continue even if the order form is deleted or the product is deactivated?
\nIf you deactivate the product, the subscriptions and installment payments will not continue. However, if you only delete the order form, this has no effect on subscription and installment payments.
\nWhat happens if I upgrade an active installment/one-time payment?
\nWhen you upgrade from an instalment (if the buyer cannot cancel) or one-time payment, the amount from the pre-order will be credited to the next order.
","user_segment_ids":[]},{"id":24293006369425,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24293006369425.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24293006369425-Create-upgrades-downgrades-and-member-offers","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":6,"section_id":24292965232273,"created_at":"2024-04-18T15:53:35Z","updated_at":"2026-08-07T15:33:27Z","name":"Create upgrades, downgrades and member offers","title":"Create upgrades, downgrades and member offers","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-03-10T13:39:41Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["vendor","end customer support","membership","upgrade","downgrade"],"body":"An upgrade involves changing an existing subscription/installment payment to a larger, more expensive product. An upgrade takes effect immediately. When you upgrade from an instalment (if the buyer cannot cancel) or one-time payment, the amount from the pre-order will be credited to the next order.
\nIdeally, you would offer your customers the opportunity to upgrade if you want to provide them with increased performance for an existing product. Under the point member offers you can find out how your customer can add new options to an existing product.
\nCase studies for upgrades:
\nUsing an upgrade, your customers can, for example, switch from standard membership to premium membership or you can offer them more comprehensive software than the one already purchased.
\nCase study no. 1 for an upgrade – for a subscription:
\nCase study no. 2 for an upgrade – for an installment:
\n\nNote\n\nThe customer can only upgrade if they have already purchased one of your products. Otherwise, it is a new purchase, not an upgrade.
\n
A downgrade involves changing an existing subscription/installment payment to a cheaper product:
\nCase studies for downgrades:
\nYou always use downgrades if you want to “keep” a customer by offering them a lower performance if they do not need the superior and expensive service or no longer want to pay.
\nCase study for a downgrade – for a subscription:
\nMember offers are separately created product offers that only apply to existing customers. For a customer to be able to use a member offer, they must have already bought another product. You decide which product this is when you set up the member offer.
\nMember offers do not change existing orders.
\nCase study for a member offer:
\nYou sell software with user access. Your software costs 100 € per month, includes user access and every additional user costs 20 € per month. When adding user access, the existing 100€ software subscription should not be canceled. This is then the classic application case for a member offer: You sell further access to an existing customer via the member offer, without interrupting the original subscription.
\nBefore you start setting up, make sure that you have already set up the required products in advance.
\nGo to the Vendor view My products > Customer offers and click on the button Create Upgrade. This also applies to the creation of downgrades and member offers.
\nHere you can always only create one upgrade, downgrade or member offer at a time.
\nFollow the steps described below:
\nFollow the steps described below to fill out the fields shown in the image:
\nYou will now have access to the Upgrade order URL. This corresponds, depending on the offer you have created, to a Downgrade- or Member offer order URL.
\nThere are two ways to provide your customers with the upgrade order URL:
\nYou can identify your upgrade using the upgrade ID. It is part of the upgrade order URL or the upgrade shortcode.
","user_segment_ids":[]},{"id":24292975140753,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24292975140753.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24292975140753-Digistore24-emails-to-end-customers","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":-2,"vote_count":4,"section_id":24292965232273,"created_at":"2024-04-18T15:53:24Z","updated_at":"2026-03-18T17:08:47Z","name":"Digistore24 emails to end customers","title":"Digistore24 emails to end customers","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-01-15T16:02:43Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["vendor","end customer support"],"body":"Digistore24 automatically informs your customers about all order processes by email. Below is a list of cases where your customers receive an email. We also show you where you can view the email protocol of an order and give you some examples of the content contained in such emails.
\nSingle payment
\nInstallment
\nSubscription
\nHere you can see which automated emails your customer has received and when they received them.
\nAs a course provider on a subscription basis, e.g. via Digibiz24, you can provide your customers with a button in the member area that allows them to cancel their subscriptions. This both reduces the support effort and increases the satisfaction and trust levels of your customers. It also helps you to avoid requests from customers who don't know how to cancel their subscriptions via our support.
\nThere are two ways to set up a cancel button:
\nHere the customer clicks on the cancel button and is redirected to a search form where they can find and cancel the order by entering their data:
\nTo set up the cancel button, proceed as follows:
\nHere the customer clicks on the cancel button and is redirected to a cancellation form where they don't have to provide any further information. They will have the option to specify a reason for their cancellation and be able to cancel their payments:
\nThe way you create the cancel button will change depending on the member system:
\nYou can create a cancel button in Digibiz24. See this Digibiz24 help article.
\nAdd the shortcode [ds_cancel] to your member area. Go to the DigiMember user guide.
The link will be added automatically - there's nothing else to do here.
\nThe link is in the Account menu. The link will appear there as soon as the member has active payments:
\nWithin the member areas, FunnelCockpit supports this variable:
\n{{membersAreaCancelLink}}
You can place this variable anywhere in the member area. It generates a URL that allows the member to cancel with one click.
\nFor example, you can add a text element that says \"Cancel here\". Assign a link to the text, and in the URL field of this link, enter the placeholder above.
\nIf you've developed your own system, you have the following options:
\nrebilling_stop_url for each subscription payment.rebilling_stop_url for subscription payments.Create a button “Cancel subscription payments” that directs the customer to the URL from rebilling_stop_url. The customer will then land on the cancellation form where they can make the cancellation.
\nNotes\n","user_segment_ids":[]},{"id":24292903058193,"url":"https://ds24.zendesk.com/api/v2/help_center/en-us/articles/24292903058193.json","html_url":"https://help.digistore24.com/hc/en-us/articles/24292903058193-Set-up-Digistore24-account-as-an-affiliate","author_id":21855521203985,"comments_disabled":false,"draft":false,"promoted":false,"position":0,"vote_sum":212,"vote_count":370,"section_id":24291885247249,"created_at":"2024-04-18T15:51:05Z","updated_at":"2026-09-26T18:12:02Z","name":"Set up Digistore24 account as an affiliate","title":"Set up Digistore24 account as an affiliate","source_locale":"de","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-01-15T16:36:50Z","user_segment_id":null,"permission_group_id":12152305040273,"content_tag_ids":[],"label_names":["affiliate","vat id","account settings"],"body":"\n
\n- If the customer doesn't have any ongoing subscriptions, the button should be hidden or greyed out (using Tooltip, e.g. \"You have no ongoing subscription payments\").
\n- A customer can have multiple subscriptions with you, which means that the button must support multiple orders. This way, the customer can first select which product they want to cancel.
\n
Welcome to Digistore24. Before you start setting up and selling your products it is important that you set up your Digistore24 account first.
You have already entered your address at your registration process. Just make sure that you did not enter your personal postal address here, but your company address. This is important because, if you enter your tax information later on in the process, Digistore24 will match the address of your tax information with the one you entered in your Digistore24 account.
This is how you enter your company address:
As a vendor/affiliate, you are engaged in commercial activities. If your company is based in Europe, you have to provide Digistore24 with your VAT ID or your tax number.
This only applies:
If your company is located outside Europe and you sell exclusively through our US reseller Digistore24 Inc. we do not require a VAT ID or tax number from you. Find more information and use cases here.
Tip
You can apply for your VAT ID free of charge at the Federal Central Tax Office. If you are a German citizen, you can apply for your VAT ID here. If you are an Austrian citizen, you can find more information here. If you are a Swiss citizen, you can find more information here.
This is how you enter your VAT ID/tax number:
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Please make absolutely sure that the details you have entered are exactly the same as the details you gave to the responsible tax authority. If you click on \"Save\", Digistore24 will automatically check the details with your tax authority. If the details do not match completely, you will not be able to continue. If you have forgotten or are unsure about which details you gave to your tax authority, you can retrieve them via this link.
After setting up your Digistore24 account (address and VAT ID/tax number), add a payout account so Digistore24 can pay out your commissions.
Before a reseller can pay you, accept its contract under Account details > Reseller contracts (see Reseller contracts at Digistore24).
\nEarning through more than one reseller?
\nEach reseller pays out separately. If you earn through more than one reseller, set up a separate payout account for each (see Use multiple payout accounts).
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Here's how to set up your payout account:
Fill in all fields.
\n\n\nNeed help with a field?
\nExpand Choosing a payout method, Choosing a payout currency, or The account holder name below — or see What each field means.
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That's it — your payout account is saved. With the default settings, you're paid on the 7th and 21st each month, once your commissions reach the payout threshold. You can change any setting later (see Change payout account).
Choosing a payout method
The payout methods you can choose depend on your reseller.
\n| Reseller | \nPayPal | \nSEPA transfer | \nUS transfer (ACH) | \nInternational bank transfer | \n
| Digistore24 Inc. (US) | \n✓ | \n✗ | \n✓ | \n✓ | \n
| Digistore24 GmbH (DE) | \n✓ | \n✓ | \n✗ | \n✓ | \n
| Digistore24 MSLW Limited (IE) | \n✓ | \n✓ | \n✗ | \n✓ | \n
| Digistore24 LTD (UK) | \n✓ | \n✓ | \n✗ | \n✓ | \n
Digistore24 charges a fee on each payout; the amount depends on your method and reseller (see the full costs for Digistore24 Inc. (US), Digistore24 GmbH (DE), Digistore24 MSLW Limited (IE), or Digistore24 LTD (UK)). For international transfers, your own bank may also charge to receive the money.
\nWise and Payoneer aren't payout methods. They're platforms that give you bank details (for example a US account number and routing number) which you enter under a bank-transfer method (see How to get paid to your Payoneer account).
\nFor full details, see Set method and currency.
\nChoosing a payout currency
Your commissions build up in the currency of each sale. When Digistore24 pays you, it converts your balance into the payout currency you choose. You can be paid out in EUR, USD, GBP, or CHF — which of these you can choose depends on your reseller:
\n| Reseller | \nPayout currencies | \n
| Digistore24 Inc. (US) | \nUSD | \n
| Digistore24 GmbH (DE) | \nEUR, USD, CHF | \n
| Digistore24 MSLW Limited (IE) | \nEUR, USD, GBP, CHF | \n
| Digistore24 LTD (UK) | \nEUR, USD, GBP | \n
For full details, see Set method and currency.
\nThe account holder name
For bank transfers, the account holder is taken from your Digistore24 account address and shown read-only — it's not a field you fill in.
\nMake sure that name matches the holder of your bank account exactly. Digistore24 doesn't check it, but your bank can return the payout if the names don't match — a common cause of failed payouts.
\nIf they don't match, update your name under Account details, or use a bank account in that name.
\nFor full details, see Set method and currency.
\n| Field | \nExplanation | \n
| Current password | \nEnter the password you use to log in to Digistore24. This validates your changes when you save. | \n
| Payouts per month | \nChoose the days of the month for your payouts. A payout only runs once your payout threshold is reached (see Set dates and thresholds). | \n
| Payout threshold | \nThe amount your commissions must reach before a payout runs. A separate security deposit is also withheld from each sale and released after a holding period (see About the security deposit). | \n
| Active | \nSet to Yes by default. Your payout settings only take effect while this is set to Yes. | \n
| For sales in currencies | \nWhich sales — by the currency the customer paid in — are paid to this account, or leave All (see Choosing a payout currency). | \n
| Reseller | \nWhich reseller's sales this account is for. Only shown if you earn through more than one reseller. | \n
| Notify by email | \nOptional. One or more email addresses to be notified about payouts. | \n
| Payout method | \nChoose the account type and enter its details (see Choosing a payout method). | \n
| The payout … | \nThe currency you're paid in: the currency of each sale, your account's default currency, or a fixed currency (see Choosing a payout currency). | \n
| Account holder | \nTaken from your account address and shown read-only. Make sure it matches the holder of your bank account (see The account holder name). | \n
| Message | \nWhat to do | \n
| \"[method] is NOT available for [reseller].\" / \"Please select another payout method.\" | \nThe method you picked isn't offered by your reseller. Choose one from the methods table above. | \n
| \"Reseller's B2B contract not accepted.\" | \nAccept the reseller contract first, under Account details > Reseller contracts. | \n
| Your IBAN is rejected | \nRe-check your IBAN. The Swift code fills in automatically from it, so a wrong IBAN is the usual cause. | \n
| Payout returned or bounced | \nUsually the account-holder name (taken from your account address) doesn't match your bank account. Update your name under Account details to match your bank, and check your IBAN/account details. | \n