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I have placed an order on Digistore24

Check dunning procedure

As a vendor, you can check ongoing dunning processes.

View reminders for an order

To check an ongoing dunning process, you can view the reminder emails that have already been sent. It may take up to three days for the first reminder to be sent and displayed in the log.

Proceed as follows:

  1. In the vendor view, open reports > transactions.

  2. Search for the affected order:

    • Enter the order ID of the purchase in the search order number field and click search below it.

    • Or use advanced search to find the order. For this, select the transaction type filter options chargeback and then click search.

  3. The search results are displayed below the search field. Click on the magnifying glass icon for an entry. The order details are displayed.

  4. Scroll to the log section. Here you will see all emails that have been sent for this order.

  5. Click details for an email to view its content.

View ongoing dunning processes

Proceed as follows:

  1. In the vendor view, open reports > sales.

  2. Select the payment status filter option dunning in progress.

  3. Optional: Select the product filter for the product you want to check. Otherwise, dunning processes for all products are displayed.

  4. Click the search button. The list of purchases with ongoing dunning processes is displayed.

  5. For each entry, you can see how far the dunning process has progressed in the dunning level column:

    • 0 - A reminder email was sent after the payment default.

    • 1 - A dunning email was sent 7 days after the payment deadline.

    • 2 - A dunning email was sent 14 days after the payment deadline.

    • 3 - A dunning email was sent 21 days after the payment deadline.

View unsuccessful dunning processes

If the customer does not respond after three reminders, the dunning process is discontinued. You can also cancel dunning processes yourself. You can check which dunning processes were unsuccessful. If you wish, you can block customers.

  1. In the vendor view, open reports > sales.

  2. Select the payment status filter option dunning canceled.

  3. Optional: Select the product filter for the product you want to check. Otherwise, dunning processes for all products are displayed.

  4. Click the search button. The list of purchases with canceled dunning processes is displayed.