July 29, 2020 at 1:16 pm #15625SurfYourNameParticipant
We started using this log more often since the MUA Retouch panel is now available and those customers are not very computer-savvy they buy the wrong panels all day long.
We have noticed something that we don’t know how to reach correctly, maybe you can help us?
So this customer messaged us saying she bought the wrong panel and wants the other one. I mentioned that we can’t just swap it out if she downloaded it (without letting her know we can check that) and she said that she did.
We used her transaction ID to search her download and found it with a 0 (we assume that means that the generated the link but did not click it?) even though the customer said she downloaded it.
I searched by her User ID and found another log with a 1, which I am guessing is the link that she downloaded through.
In the first log there’s no User ID (but her transaction ID matches as well as the IP address from her purchase transaction) and in the log from later that same day, her User ID matches when she downloads it, but the IP is 0.0.0.0 and no transaction number.
I guess, my question is – what each of these logs is (when do they happen?) and what is the correct way to search for the download?
For example, the log with their Transaction ID maybe generated by the website automatically, and the one with the User ID is when the User actually downloads the product. If that’s how it is, then we shouldn’t search by their transactions at all and only search by their User ID.
Please help us clear this up!July 30, 2020 at 2:34 am #80815adminKeymaster
The standard email notification after a purchase will contain a product download link (for digital products). There will be another download link that will be generated and shown on the “Thank You” page (if you are using that feature). When any of these generated links are used, you will be able to see it in the stats. It will try to log the correct IP address and other data WHEN the encrypted link is used. If the IP address and/or User ID is available, then the plugin will log that info (if not available then that info will not be present). There are many different conditions and combinations in terms of how a download link is used (so some info may or may not be present). It will always log a usage for when a link is used.
You are always going to have users who will change their mind and say many things. If the % is high then you may want to use terms and conditions or some message on your landing page to guide them better (depending on the user base).July 31, 2020 at 12:06 pm #80816SurfYourNameParticipant
So, If I understand correctly – the ones listed with no IP Address are automatically generated when the purchase email is sent?
We are not including that link to the product in the email (we’ve overwritten the template). So that is why it would show no IP address and no downloads.
So, when we’re searching to see if someone has downloaded the item, we should search for their membership ID because currently, the only way they can access the download is to log into their account.
Just want to clarify!
Thanks!August 1, 2020 at 3:26 am #80817wzpModerator
What @Admin is saying is that there are 2 opportunities in which a non-User link can be generated; when the Thank You page is displayed, and when the email tag that contains the link is rendered. If you are not displaying the link on either the Thank You page or in the email; just ignore the one without the User ID.
Trivia Fact: The link displayed on the Thank You page is equivalent to, but not identical to, the one sent in the email. A clever person can use one link, and share the other; provided the shared link is used before it expires. We don’t consider this an issue, because the scope of the sharing is limited to a number of permitted downloads and days, before expiring.
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