Start with the requested resolution
Ask what the customer is returning and what they want resolved. A damaged physical item, an incorrect custom file, and a change-of-mind request are different operational cases. Record the request without immediately inferring a legal outcome from the order's digital activity.
This guide concerns recordkeeping, not refund rights or legal advice. Have the authorized policy owner assess eligibility using the actual sale, current policy, and relevant requirements. Support should not create a new rule such as “all downloads cancel physical return rights.”
A fictional mixed-order case
Demo order 5159 includes a custom print and a digital copy. The customer reports damage to the shipped frame while the digital file appears to be available. Support opens a physical-item case and records the digital state separately. The existing download does not answer whether the frame should be replaced or refunded.
| Record | Information needed |
|---|---|
| Physical return | Item, reported issue, return instructions, logistics state |
| Digital delivery | File revision, delivery record, any reported file issue |
| Decision | Authorized owner, policy basis, approved action |
| Customer update | What happens to each part of the order |
Do not silently change access
If an authorized resolution includes changing digital access, review what the delivery system and any external host actually support. Do not assume that a Shopify refund automatically revokes a file, that an app action removes a downloaded copy, or that a link change can undo prior distribution.
Explain the approved action accurately and keep its record. For a hosted link, the provider's permissions remain a separate responsibility. If the decision does not require an access change, do not make one simply to tidy the order.
Support checklist
- Identify the specific physical and digital items involved.
- Record the customer's reported problem without unsupported conclusions.
- Gather only relevant, non-excessive evidence.
- Escalate eligibility decisions to the authorized policy owner.
- Confirm each operational action after it is actually performed.
- Send one clear response describing both outcomes.
Use the QuickAttach delivery record as one source of operational context. It is not a substitute for your returns process, a legal determination, or proof that the whole order was satisfactorily received.
Deliver the right file with the right order
See how QuickAttach connects a customer-specific file or link to a Shopify order item.
See the QuickAttach order-to-download walkthrough