Support » Plugin: WooCommerce » Customer Problems Downloading Digital Product to Mac

  • Resolved earthmusik

    (@earthmusik)


    I’ve set up Woo Commerce on my site to sell digital music downloads.

    Basically, it works … except seemingly not for users of Mac products … specifically iPhones and iPads.

    When a customer buys, the transaction itself goes fine, up until they try to download the digital product. It doesn’t work for them, and in the process of trying to download several times, they exhaust the # of available downloads that I have set for the product. The customer then emails me, and I have to manually reset the available downloads, after telling them to download to something other than Mac.

    Have I missed something here? If I were selling a lot of product, this would not be fun …

    Thanks for your help on this!

    The page I need help with: [log in to see the link]

Viewing 15 replies - 1 through 15 (of 17 total)
  • From where are they downloading it?
    From https://woocommerce.com/my-account/downloads/ ?
    Are you using any specific plugins to sell digital music?
    If possible, send screenshots if they’re getting any error messages.

    They download from the server that my website is on. Am using WooCommerce, and Digital Goods Checkout for WooCommerce. That seems to be about it, I think …

    ValeDeOro

    (@valedeoro)

    Automattic Happiness Engineer

    I have set up a digital product on my test site (without using “Digital Goods Checkout” and it downloads just fine. So I wonder if this plugin disrupts the download experience.
    Just to make it clear, where do your customers run into problems downloading: right after the purchase, on the “thank you page”? Or when they log back into their account and go to “My downloads” or when they try to download from their email confirmation?
    Have you been able to replicate the problem yourself with a test purchase?

    when they try to download from their email confirmation
    i have done test purchases, yes, but I am running on a windows laptop, which seemingly has never been an issue for anyone. it all seems to rest with downloads to mac products …

    well, this is rather disappointing. so much for my trial of woo commerce

    Plugin Support Dustin Hartzler

    (@dustinhartzler)

    Automattic Happiness Engineer

    Are the digital music files mp3’s?

    And have you tried using the digital product feature that’s built into WooCommerce?

    <Are the digital music files mp3’s?>
    yes.

    <And have you tried using the digital product feature that’s built into WooCommerce?>
    I’m not sure what you are asking here. I am using WooCommerce, along with Digital Goods Checkout for WooCommerce (to eliminate unnecessary fields in checkout).

    Plugin Support Dustin Hartzler

    (@dustinhartzler)

    Automattic Happiness Engineer

    I’m asking if you’ve tried creating a downloadable product, straight in WooCommerce and bypassing Digital Goods Checkout.

    I want to see if it’s that plugin or WooCommerce that’s causing the issue.

    > to eliminate unnecessary fields in checkout

    What fields are you trying to eliminate?

    I was trying to eliminate all of the ship to fields, as they would seem to be irrelevant, and maybe somewhat annoying to the customer …

    Plugin Support Dustin Hartzler

    (@dustinhartzler)

    Automattic Happiness Engineer

    If you mark the product as a virtual, downloadable product, then no shipping options or fields will be displayed upon checkout.

    I can try that … is there a link to that setup info just so I am sure that I’m doing it correctly?

    I’m sorry for not digging into it in greater detail myself, but I am a 24/7 live-in caregiver, and my time seems to have become extremely limited …

    actually, that doesn’t appear to be true. I have the products set up as virtual and downloadable, and when I de-activate the Digital Goods Checkout for WooCommerce plugin, all address details are required.

    as for this seeming to be an issue for Mac only, I can’t really address that as I don’t have one to test this on.

    all of the products are created in woocommerce. all the other plugin does is eliminate unwanted fields

    Plugin Support Dustin Hartzler

    (@dustinhartzler)

    Automattic Happiness Engineer

    Are these billing fields or shipping fields?

    street address
    town/city
    state
    zip
    phone

Viewing 15 replies - 1 through 15 (of 17 total)
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