Orders and delivery
Where purchases land, the download window, and what to do when a buyer says they never received their file.
- orders
- products
- support
Every real purchase appears under Bio Link & Store in your orders, with the buyer, the amount, the product and the state of their download. Refunded and disputed orders stay in the list.
A checkout that a buyer opened and walked away from isn't an order, so it never shows up in your orders, and when Stripe expires one it does not sit there as a Canceled sale next to your real ones. Instead, the Abandoned checkouts, last 30 days line on the Orders tab counts them: how many shoppers left without paying, how many of those got a reminder email, and how many came back and bought. Each number is part of the one before it, a shopper counts as having left once 30 minutes pass without payment, and each person is counted once per product. It shows counts only, never who. Its button reads Send them a reminder when you have no reminder journey, Turn on the reminder when you have one that's off, and Edit the reminder when it's live. Below Creator, the line still counts, and the button is replaced by Reminders: Available on the Creator plan. See Remind shoppers who left checkout.
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. If they already asked for it today, the download page tells them: we send it once a day, so look for that email (spam folder included), because its link still works.
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.
Tell your own app about orders
On the Growth plan, Drry can send your own app a signed message when a product order completes, is refunded or is disputed. See Send purchases to your own app.
Common questions
Can I resend a receipt?
The order holds the detail you need to answer the buyer. Stripe also emails its own receipt for the charge. If a buyer asks for their receipt again from the download page, Drry re-sends it at most once per order per UTC day. A re-sent receipt counts toward your monthly emails and always sends, even when your emails run out.
Do I get told when something sells?
Yes, if you have the sale notification switched on in Settings. It is on by default and it is the nicest email Drry sends.
Can an admin see orders?
Owners and admins can both see orders. Refunds are owner-only: they go through Settings, then the Getting paid tab, in the Accept payments card, which only the community owner can manage.