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I have placed an order on Digistore24

Submit proof for 0-day return policy

If a buyer requests a refund for a product with a 0-day return policy, we have to issue the refund.

Exception: We have proof that the buyer has already received the product. Depending on the product type, the proof can either be provided automatically or you have to submit it manually.

Automatic vs. manual proof

There are two types of proof:

  • Automatic proof is recorded by Digistore24 for certain products. If automatic proof is available, you don't need to do anything.
  • Manual proof must be uploaded and submitted to us by you. If no automatic proof is available, we will ask you for manual proof.

Overview table

The following table shows

  • whether automatic or manual proof is possible for your product type
  • and how the proof is provided
Product type Automatic proof Manual proof
Download product

Happens when you use the download vault

Only possible if the download product was purchased as part of a bundle with another product type (e.g. with a service)
Member area*

Happens with:

    • ⧉ Digibiz24
    • DigiMember (from version 3.9)
    • Coachy ⧉
    • ⧉ Funnelcockpit
    • ⧉ Mentortools

If you use a different membership system, access to your product can be logged via the logMemberAccess API function.

Possible
Service

Not possible

 Possible
Seminar

Not necessary

For seminars with a 0-day return policy, refunds are always excluded
Shipping product

Happens when you automatically transfer shipping information to Digistore24

Possible if you do not automatically transfer shipping information to Digistore24

* Proof for member areas is only possible if buyers receive all the content immediately. In the case of drip content, the buyer can always claim a (partial) refund.

Submit proof

Please note
The proof is important from a legal point of view and must be unambiguous. In principle, the proof must confirm the buyer along with the specific order and that the customer has used the product. In many cases, it is sufficient for the customer to have opened the product (logged in or downloaded it) and thus had access to the content.  

Invitation links, e.g. for Zoom meetings, are not sufficient as proof as they do not indicate participation or use of the product.  

How to submit proof

  1. In the vendor view, open Reports Return requests.
  2. For the search criterion Was service provided? select the criterion Submit proof.
  3. Click on Search.

    All open return requests are displayed in the search results.

  4. Click on the magnifying glass icon next to the search result for which you would like to submit proof.

    The Provide proof of service window will open.

  5. Under Was the service provided?, select Yes, see below for proof.
  6. If necessary, enter a message explaining how the service was provided.
  7. Click on Select file to add the proof.
  8. To submit proof for review, click on Submit response.

This happens once we have checked your proof.

If we accept the proof:

  • We will forward the proof and your message to the buyer
  • We will not process the refund

If we do not accept the proof or if you have opted out of providing proof:

  • We will process the refund