Title: Woocommerce Last modified: May 26, 2021 --- # Woocommerce * Resolved [btfquan](https://wordpress.org/support/users/btfquan/) * (@btfquan) * [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/) * Our customers get an error when they buy a file on our site (I sell digital files) after payment is done they get a return link but no file to download. Yes only show title and price, no file there and in orders section the order status is not updated as completed, it was just canceled, but I still get the money. I Is my Woocommerce error? please help me Viewing 8 replies - 1 through 8 (of 8 total) * Plugin Support [Sol J. a11n](https://wordpress.org/support/users/solstudioim/) * (@solstudioim) * [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/#post-14484033) * Hi there [@btfquan](https://wordpress.org/support/users/btfquan/) * > Our customers get an error when they buy a file on our site (I sell digital > files) after payment is done they get a return link but no file to download. > Yes only show title and price, no file there and in orders section the order > status is not updated as completed, it was just canceled, but I still get the > money. I > Is my Woocommerce error? please help me * Thanks for contacting us. * To resolve the issue you will need to check the following: * 1) Please make sure that you setup correctly following this guide: [Digital/Downloadable Product Handling](https://docs.woocommerce.com/document/digital-downloadable-product-handling/) * 2) Also please make sure you’ve added the file in the product data setting: * ⌊https://d.pr/i/XvJlNE⌉⌊https://d.pr/i/XvJlNE⌉ Link to image: [https://d.pr/i/XvJlNE](https://d.pr/i/XvJlNE) * Once you have done making the changes, you might want to do a test order, and see if the purchase flow along with the download works. * I’ll leave it to you to check and please let me know! * Thread Starter [btfquan](https://wordpress.org/support/users/btfquan/) * (@btfquan) * [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/#post-14484191) * yes thank you very much but i tried but it doesn’t work it still returns but for free files it shows file to download but after payment the return link does not appear file. * [Sunday Ukafia](https://wordpress.org/support/users/sukafia/) * (@sukafia) * [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/#post-14484323) * Hi [@btfquan](https://wordpress.org/support/users/btfquan/), * > in orders section the order status is not updated as completed, it was just > canceled, but I still get the money. * If the order status is set to “cancel” instead of “Completed” for a digital/virtual product and you’re seeing the customer’s payment in your payment gateway dashboard, then that points to an issue with your payment gateway setup. * I’d recommend double-checking that your payment gateway is properly set up. If you’re able to replicate the issue on your end, a good step would be to enable“ debug” for the payment gateway and place a test order, then check the payment gateway log (WooCommerce > Status > Logs) to see if you can find anything useful. * I’d recommend contacting the developers of your payment gateway for assistance. So far, it appears customers are unable to access the file because the order status is set to cancel, hence my recommendation to look into the payment gateway set up. * I hope this helps! * Thread Starter [btfquan](https://wordpress.org/support/users/btfquan/) * (@btfquan) * [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/#post-14492649) * Hello please help me again, i have recorded the purchase process video on my website, the product is digital file, after the customer pay it has no download file. Here is the video link: [https://drive.google.com/file/d/1m9jeiW6br1633ZLQRvdhDaQPNFDyerMq/view?usp=sharing](https://drive.google.com/file/d/1m9jeiW6br1633ZLQRvdhDaQPNFDyerMq/view?usp=sharing) * Thank! * [Sunday Ukafia](https://wordpress.org/support/users/sukafia/) * (@sukafia) * [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/#post-14495917) * Hi [@btfquan](https://wordpress.org/support/users/btfquan/), * Could you please confirm if you’ve followed our previous recommendations and the issue still persists? * Can you share a screenshot of the order notes for order 25413? Please avoid capturing personal information in the screenshot. * Thread Starter [btfquan](https://wordpress.org/support/users/btfquan/) * (@btfquan) * [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/#post-14496617) * yes i have followed the steps you mentioned above. here is my paypal invoice when paying it: Link: [https://drive.google.com/file/d/1Elpc_3HXjaiyQ74QsbLTJxvgzPy5zfWI/view?usp=sharing](https://drive.google.com/file/d/1Elpc_3HXjaiyQ74QsbLTJxvgzPy5zfWI/view?usp=sharing) * Plugin Support [Sol J. a11n](https://wordpress.org/support/users/solstudioim/) * (@solstudioim) * [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/#post-14501055) * Hi there [@btfquan](https://wordpress.org/support/users/btfquan/) * Thanks for sharing all the information so far. * Could you please do the following, I’d like to know more about your setup: * 1) Can you please take the screenshot of that product setup, similar to this [https://d.pr/i/XvJlNE](https://d.pr/i/XvJlNE) (I recommend [https://snipboard.io](https://snipboard.io) for sharing screenshots – please follow the instructions on the page, then paste the URL here) * 2) Could you please try to switch your theme to [Storefront](https://wordpress.org/themes/storefront/), and test again purchase flow? On the order received page, you should see the download section there, unless there is a theme/plugin conflict. * ⌊https://d.pr/i/idYawH⌉⌊https://d.pr/i/idYawH⌉ Link to image: [https://d.pr/i/idYawH](https://d.pr/i/idYawH) * Please do the above steps, look forward to your reply. * Plugin Support [abwaita a11n](https://wordpress.org/support/users/abwaita/) * (@abwaita) * [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/#post-14527250) * Hi, We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem! * If you have further questions, please feel free to open a new topic. * Thanks. Viewing 8 replies - 1 through 8 (of 8 total) The topic ‘Woocommerce’ is closed to new replies. * ![](https://ps.w.org/woocommerce/assets/icon.svg?rev=3234504) * [WooCommerce](https://wordpress.org/plugins/woocommerce/) * [Frequently Asked Questions](https://wordpress.org/plugins/woocommerce/#faq) * [Support Threads](https://wordpress.org/support/plugin/woocommerce/) * [Active Topics](https://wordpress.org/support/plugin/woocommerce/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/woocommerce/unresolved/) * [Reviews](https://wordpress.org/support/plugin/woocommerce/reviews/) * 8 replies * 4 participants * Last reply from: [abwaita a11n](https://wordpress.org/support/users/abwaita/) * Last activity: [4 years, 11 months ago](https://wordpress.org/support/topic/woocommerce-591/#post-14527250) * Status: resolved