Orders and delivery

Every purchase appears under Bio Link & Store in your orders, with the buyer, the amount, the product and the state of their download.

If you give a file away free, those claims are kept apart from your sales. Once someone has claimed one, Orders has two views, Sales and Free claims. A claim shows the email address and what was claimed, and it never counts as revenue. See Sell a digital product for how a free file works.

The download window

An order's download is either open, meaning the buyer can still download, or closed, meaning the link no longer works. The order detail says which, so you can answer a question without guessing.

The three things buyers write in about

• I never received it. Check the order exists and check the address they gave. Almost always a typo or a spam folder.

• The link stopped working. Their window closed. Deal with it from the order.

• I want a refund. Go to Settings, then the Getting paid tab, then the Accept payments card (the order page's "Manage payments" button takes you straight there) and refund the matching charge. The money goes back and the order's access is removed.

Purchases with an add-on

When a buyer accepts a pre-purchase add-on, one charge is buying two products at once. The order shows both as separate line items under that single charge, so a refund matching just the add-on's price revokes only that product, while refunding the full amount revokes both.

Orders and members

A buyer who is also a member has their purchases on their member record, counting towards their lifetime revenue. A buyer who is not a member is a contact you can email.