> ## Documentation Index
> Fetch the complete documentation index at: https://docs.exclusivo.one/llms.txt
> Use this file to discover all available pages before exploring further.

# Digital products

> Selling downloads — how customers get their files, and what happens on a refund.

A digital product can hold several files, not just one. Your customer gets them
the moment they've paid.

## Two ways they can get their files

|                  | From the email | From their account |
| ---------------- | -------------- | ------------------ |
| Needs an account | No             | Yes                |
| Expires          | 30 days        | Never              |
| Download limit   | 5 per file     | None               |

Both exist because both are needed. Not everyone wants to make an account just
to download a PDF they've paid for — but "I bought this" doesn't stop being true
after 30 days either, so a signed-in customer can always come back for their
files.

<Tip>
  When a customer says they've lost their email or used up their downloads, point
  them at their account. It never expires and has no cap, so it solves almost
  every one of these.
</Tip>

## Why the email links to a page, not the file

The confirmation email links to a download page. The files are one more click
from there.

That extra click is doing real work: corporate mail scanners open every link in
an incoming email to check it's safe. If the email pointed straight at the file,
your customer's own IT department would burn all five downloads before your
customer ever saw the message.

## Bundling a download with a physical product

You can attach a download to a physical product — an album with a record, a
pattern with some fabric, a licence with a print. It's on the physical product's
form, under **Digital bundle**.

The download stays a normal product. Own page, own price, and anyone can still
buy it on its own.

Your customer gets it on exactly the same terms as if they'd bought it directly:
same link, same account access, same expiry, same limit. They can't tell the
difference, and they shouldn't be able to.

### What your customer sees

| Where              | What shows                                           |
| ------------------ | ---------------------------------------------------- |
| Product card       | A download mark                                      |
| Product page       | The download's name, marked "Included"               |
| Cart and checkout  | The same line, tucked under the product it came with |
| Confirmation email | A download link                                      |
| Their order        | A download button                                    |

### Changing a bundle doesn't reach back

<Warning>
  The order remembers what the bundle included at the moment your customer paid.

  Swap the bundled file later, or remove it entirely, and everyone who already
  bought keeps what they bought. Only new orders get the new bundle.
</Warning>

If an order granted something the product no longer bundles, it shows on the
order under **Also granted by this order** — so you don't have to remember what
that product used to point at.

You can only bundle your own products. A bundle pointing anywhere else is
refused when you save it, and again if anyone tries to use it.

## Refunds

<Warning>
  A **full** refund takes the download away. Their link stops working and the
  files disappear from their account.

  A **partial** refund doesn't. If you refund the postage, or knock \$10 off
  because the parcel arrived dented, they keep the file they still paid for.
  Access only ends once you've refunded the whole order.
</Warning>

## Replacing a file

An order remembers the exact file that was sold, so renaming or replacing a
product's file later doesn't change what an existing customer's link gives them.

Usually that's what you want — someone who bought version 1 gets version 1. But
it does mean you can't push an updated file to past buyers by swapping it on the
product.

<Note>
  There's no button for reissuing or revoking a download by hand yet. Refunding in
  full revokes; beyond that, send customers to their account, and get in touch if
  you've got a case that genuinely needs a fresh link.
</Note>

## The link is the key

Whoever has the download link can use it. Treat it like a password when you're
helping a customer — don't post one in a public thread.

Your files themselves aren't public. They move into your shop's private storage
when you save the product, and every download is served through a checked route.

## If you've customised your order confirmation email

<Warning>
  The download button lives in the **default** order confirmation template. If
  you've edited that template in the email builder, your version won't have it,
  and your customers will have to go to their account instead.

  Customised templates don't pick up the button automatically. Worth checking if
  you sell downloads.
</Warning>

## Before you sell one

<AccordionGroup>
  <Accordion title="Place a test order">
    Buy your own product and open the email. It's the only way to see the
    template, the download page and the files all working together.
  </Accordion>

  <Accordion title="Think about very large files">
    A big file on a poor connection can fail partway, and a failed attempt still
    counts. If you're selling something huge, either say so or split it up.
  </Accordion>

  <Accordion title="Licence keys aren't a thing here">
    Every buyer of a product gets the same files. There's no per-customer file or
    generated key.
  </Accordion>
</AccordionGroup>