It is rare that there are questions after an order. If this is the case, the following information will help you.
1. The order confirmation email contains this information
In 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.
The email that the customer receives after an order
Thank you very much – your order is now complete!
Do you have any urgent questions about the product, the payment or the order? Click here for immediate help.
You have ordered:
[Product]
You 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:
[Thank you page/Download page/Access data]
How to gain access to your order: Depending on the product type, you can access it in one of the following 3 ways:
- You can either access your purchased product(s) via this page: [Thank you 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
- or, if it is a physical product, you will receive your product by post
Note: 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.
Find your invoice here:
[Invoice link, here the customer can enter their data and receive a “proper” invoice – with their data]
An overview of your order can be found here: [Overview of products ordered]
Product support
Do you have any questions about the product? Please write to: [Vendor email]
Details of your order:
Product ID: XX
Order number: XXXXXX
Amount: $ X.XX
Payment method: XXXXX
Date: XX.XX.XXXX
[Customer details]
[Digistore24 GmbH terms and conditions for buyers]
2. How your customers receive their invoice
Via email
Every customer receives an order confirmation email after their purchase containing the link to the invoice in PDF format.
Via IPN/API to your system
The 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.
3. Send customer the order confirmation email/invoice again
Should a customer ask for the order confirmation email or the invoice again, you can easily grant them access again:
- In the vendor view, go to Reports > Transactions.
- Click on the paper icon with the green ticks under Actions for the relevant order in order to get to the order confirmation page.
- Copy the order confirmation page URL and send it to the customer. If your customer would primarily like a new invoice, let them know that they have to click on the View previous invoice(s) button. In addition, they should also save the page so that they have continued access to their invoices in the future.
Alternatively, 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.
4. Correct invoice
If your customers entered incorrect data during the order process, you as a vendor can still correct it afterwards:
- In the vendor view, go to Reports > Transactions.
- Search for the relevant order, either using the customer’s last name, their email address or the order ID.
- Click on the magnifying glass icon under Actions for the relevant order in order to get to the transaction details.
- Now correct the buyer’s details in the Buyer table.
- After making the correction, click the button Save located under the Journal table.
- Scroll down to the Transactions overview where you can download the updated invoice by clicking on the PDF icon.
Important note:
Corrections 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.
5. Change customer’s email address after their order
You 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:
- In the vendor view, go to Reports > Transactions.
- Filter the transaction list after an order of the customer whose email address you want to change. You can do this, for example, by entering their current email address in the search field Email. Alternatively, you can search for the customer’s last name or order ID. Then click on the Search button.
- Once you have found the order, click on the magnifying glass icon under Actions and you will get to the order details.
- Using their first and last name, please check here whether it is actually your end customer. Then scroll to the beginning of the table with the title Buyer. For Buyer email, you can now enter your customer’s new email address.
- Finally, click the Save button which is under the Journal table.
6. What to do when the link in the order confirmation email doesn’t work
If 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:
You 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.
In 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.
It 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.
Tip:You can find freelancers who can help you with technical difficulties here www.machdudas.de.
7. The installment payment of a customer was changed from net to gross. Why?
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.
Digistore24 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.
However, 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.
This 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.
If 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:
- In the vendor view, go to Reports > Transactions.
- Click on the magnifying glass icon of the relevant transaction to view the transaction details.
- The field Amount Correction shows the difference that will not be charged to the buyer for further payments.
To better understand this complex issue, here is an example:
Example
You sell a product to a company. This product consists of six installment payments of €119 each, including VAT (gross). The VAT is 19%.
The company provides the VAT ID, so the calculation is made without VAT (net). Accordingly, the company pays €100 per installment.
Two installments are now paid normally.
The third installment payment is now due. Before Digistore24 collects the payment, we check the validity of the VAT ID.
The 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.
The customer has now paid all installments.
For the final invoice, a gross amount of €714 is calculated. Calculation: 6 installments x €119 gross amount per installment.
However, 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.
In 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.
The invoice is now complete and legally correct.
In the transaction details of this order, you will see €38 in the Amount Correction field.