How to Manage Digital Product Orders and Delivery on Rootsy

Rootsy supports the sale of both physical and digital products, allowing sellers to offer downloadable content to customers across Canada.

Unlike physical products, digital products are delivered electronically and do not require packaging, shipping labels, or courier services.

As a seller, you're responsible for ensuring that your digital product is accurately described, the correct downloadable file is provided, and any customer concerns are addressed through Rootsy's approved support process.

This guide explains how to review digital product orders, manage downloadable files, assist customers with access problems, and handle digital-product disputes.

1. What Is a Digital Product?

A digital product is an item delivered electronically rather than shipped as a physical package.

Examples of eligible digital products may include:

• Downloadable artwork and illustrations.

• Printable planners and stationery.

• Digital templates.

• Educational guides and digital documents.

• Design files.

• Other eligible downloadable content.

All digital products must comply with Rootsy's marketplace policies, intellectual property rules, and applicable Canadian laws.

Important: Rootsy's support for digital products does not mean that every type of digital content is permitted for sale.

2. How to Access Your Digital Product Orders

To review orders for your digital products:

1. Visit www.rootsy.ca.

2. Sign in to your seller account.

3. Open your Seller Dashboard.

4. Select Orders from the navigation menu.

5. Locate the relevant customer order.

6. Open the order to review its details.

Depending on the order, you may see:

• Order number.

• Purchased product.

• Product quantity, where applicable.

• Customer and transaction information.

• Order or payment status.

• Other relevant order details.

Review the individual order before taking any action.

3. How Digital Product Delivery Works

When a seller creates an eligible digital product listing, Rootsy provides functionality for attaching the downloadable product file.

After a buyer purchases a digital product and the transaction reaches the appropriate processing stage, the buyer can access the digital download through Rootsy's supported delivery workflow.

Digital delivery differs from physical shipping because:

• No shipping label is required.

• No carrier pickup is needed.

• No physical tracking number is generated for the digital file.

• No package dimensions or shipping weight are required.

• Delivery is handled electronically.

Sellers should ensure the correct downloadable file is associated with the product before making it available for purchase.

4. Preparing a Digital Product for Sale

Before selling a digital product:

1. Create or review your digital product listing.

2. Ensure the product type is set to Digital Product.

3. Enter an accurate product name and description.

4. Set the selling price in Canadian dollars (CAD).

5. Upload the appropriate downloadable file through the available digital-product controls.

6. Add relevant preview images.

7. Review any file requirements or restrictions displayed in the dashboard.

8. Check the product's applicable return conditions.

9. Save the listing.

Make sure the digital file is complete, readable, and suitable for its intended use.

5. Understanding Digital Product Files and Preview Images

Digital products may involve two different types of files.

Product Preview Images

These images help buyers understand what they're purchasing.

Examples include screenshots, artwork previews, sample pages, or product mockups.

Downloadable Product Files

These are the actual files that buyers receive access to after completing an eligible purchase.

Preview images should accurately represent the downloadable content but should not be confused with the files being sold.

For example, a digital planner listing may show several preview images while providing the actual planner as a downloadable document.

Important: Uploading a preview image does not replace the need to provide the correct downloadable product file.

6. How to Check Your Digital Product File

Before making your listing available:

1. Confirm that the correct file has been uploaded.

2. Check that the file opens correctly.

3. Review the content for missing pages, broken elements, or errors.

4. Confirm the file matches the product description.

5. Verify that the file is suitable for the advertised purpose.

6. Check any stated compatibility or software requirements.

7. Save the product and verify that the file remains associated with the listing.

For digital products that require particular software, clearly explain those requirements before purchase.

Do not advertise compatibility or functionality that has not been verified.

7. How Buyers Access Their Digital Purchases

Rootsy supports buyer access to purchased downloadable digital products.

If a customer asks how to obtain their file:

1. Ask them to sign in to the Rootsy buyer account used for the purchase.

2. Direct them to review the relevant order or digital-download access information available in their account.

3. Ask them to follow the download instructions displayed by Rootsy.

4. If the file is missing or inaccessible, direct the issue to Rootsy Customer Support.

The precise download location and available controls depend on the buyer-facing interface.

Security reminder: Do not request a buyer's password or verification code to investigate a digital download.

8. What if a Buyer Cannot Download the File?

A buyer may report that:

• The download option is missing.

• The download does not start.

• The file is unavailable.

• The wrong file is provided.

• The downloaded file cannot be opened.

• An error message appears.

When this happens:

1. Locate the relevant order.

2. Confirm which digital product was purchased.

3. Review the order's available payment or processing status.

4. Check that the intended file is associated with the product listing.

5. Determine whether the reported issue concerns access or the file itself.

6. Contact Rootsy Customer Support if the problem cannot be resolved through the available seller controls.

Do not ask the buyer to purchase the same product again solely because a download failed.

9. What if the Downloaded File Is Corrupted?

A corrupted file may fail to open, display an error, or contain unusable content.

If a buyer reports a corrupted file:

1. Identify the purchased product.

2. Review the original uploaded file.

3. Test whether your original file opens correctly.

4. Check whether the uploaded version matches the intended product.

5. Gather relevant error information.

6. Contact Rootsy Support for assistance with correcting the file or resolving the order.

Avoid independently sending replacement files through unapproved channels.

Rootsy may need to review whether the issue originated with the uploaded file, digital delivery, or the buyer's software environment.

10. What if the Buyer Received the Wrong Digital Product?

If a buyer reports receiving incorrect digital content:

1. Review the order details.

2. Confirm the product purchased.

3. Check the downloadable file attached to the listing.

4. Compare the delivered content with the advertised product.

5. Identify any listing or file-assignment error.

6. Contact Rootsy Support for resolution.

If the incorrect content resulted from a seller mistake, an appropriate remedy may be required under Rootsy's applicable policies.

Do not assume that a digital product's non-returnable classification eliminates responsibility for delivering the correct item.

11. Updating a Digital Product File

You may need to update a downloadable file because of:

• Incorrect content.

• Missing pages.

• Formatting errors.

• A revised product version.

• Compatibility improvements.

• Other necessary corrections.

To review or update an existing digital product:

1. Open Seller Dashboard → Product.

2. Locate the digital product listing.

3. Select the available editing option.

4. Review the current downloadable file.

5. Use the applicable file-management controls to make the required change.

6. Save the listing.

7. Verify the revised file.

Important: Updating a listing does not necessarily replace files already downloaded by customers or automatically provide previous buyers with a new version.

Contact Rootsy Support if an existing customer's order requires a corrected file.

12. Digital Products and Shipping

Digital products do not require physical fulfilment.

Sellers do not need to prepare:

• Shipping boxes.

• Physical package labels.

• Courier pickup requests.

• Package weight declarations.

• Package dimensions.

• Physical carrier tracking.

Rootsy's eShipper integration is used for relevant physical shipping workflows, not the electronic transfer of digital content.

Make sure the product is correctly identified as digital to avoid confusion during checkout and fulfilment.

13. Digital Products and Return Restrictions

Digital products may be designated Not Returnable under Rootsy's product settings.

Because buyers receive access to electronically delivered content, standard change-of-mind returns may not be available.

However, non-returnable status does not automatically exclude valid claims involving:

• Incorrect digital content.

• Defective or corrupted files.

• Materially misleading descriptions.

• Failure to provide the purchased content.

• Other situations protected by applicable laws or Rootsy policies.

Sellers must cooperate with legitimate refund or dispute investigations.

14. What if a Buyer Requests a Refund for a Digital Product?

If a refund request is received:

1. Locate the original order.

2. Review the product and purchase details.

3. Check the buyer's reason for requesting a refund.

4. Review the digital file and product description.

5. Check for access, delivery, or content problems.

6. Respond within the applicable Rootsy timeframe.

7. Provide requested evidence through the authorized support process.

Under Rootsy's Refund & Dispute Resolution Policy, sellers must respond to return requests within 48 hours.

Rootsy may determine whether a refund or another remedy is appropriate.

Do not independently refund the buyer outside Rootsy's authorized payment process.

15. Intellectual Property and Digital Products

When listing a digital product, you must own the necessary rights or have valid authorization to sell and distribute the content.

Do not list:

• Pirated software.

• Unauthorized copies of books, artwork, or music.

• Copyrighted templates or designs without appropriate rights.

• Stolen digital content.

• Malicious software.

• Digital content prohibited by Rootsy's marketplace policies.

A buyer's purchase does not necessarily transfer copyright ownership.

If a digital product includes a licence or permitted-use restriction, disclose the applicable terms accurately.

Sellers are responsible for ensuring they can lawfully distribute their files.

16. What if a Buyer Reports a Compatibility Problem?

Some digital products may require particular software, devices, or file formats.

If a buyer reports a compatibility issue:

1. Review the product's advertised requirements.

2. Confirm the file format and intended use.

3. Check whether any compatibility claims were inaccurate.

4. Review the reported error.

5. Provide relevant information through the approved support process.

6. Contact Rootsy Support if the complaint requires a refund or dispute review.

Be clear about compatibility requirements in your listing to reduce avoidable problems.

17. Keeping Digital Product Records

Maintain relevant records such as:

• Product name and SKU.

• File version.

• Original digital content.

• Product description.

• Applicable licence or usage terms.

• Relevant order numbers.

• Reported delivery or download issues.

• Support communications.

These records may be useful if a buyer disputes the content or accessibility of a digital purchase.

Handle buyer information in accordance with Rootsy's Privacy Policy.

Frequently Asked Questions

Can sellers sell digital products on Rootsy?

Yes. Rootsy supports digital product listings and buyer access to downloadable files.

Do digital products require eShipper shipping labels?

No. Digital products are delivered electronically and do not require physical carrier services.

Where do I upload my digital product file?

Use the applicable downloadable-file controls in the digital product creation or editing workflow.

Are preview images the same as downloadable files?

No. Preview images display the product to buyers, while downloadable files contain the digital content purchased.

Can buyers download their digital purchases?

Yes. Rootsy supports buyer access to purchased digital files through its digital-delivery workflow.

Are digital products automatically delivered?

Digital access is provided through Rootsy's supported purchase and delivery workflow. The exact timing depends on the platform's transaction-processing conditions.

What if a buyer cannot access their download?

Review the order and associated file, then contact Rootsy Support if the issue remains unresolved.

Can I replace a digital file after publishing a listing?

Use the available product-editing and file-management controls. Contact Rootsy Support if an existing order requires a corrected file.

Will previous buyers automatically receive updated versions?

Do not assume that updating a product listing changes files previously downloaded by buyers. Contact Rootsy Support for order-specific assistance.

Are digital products refundable?

Digital products may be non-returnable for change-of-mind reasons, but valid claims involving defects, incorrect content, non-delivery, or material misrepresentation may still require a remedy.

Can I email downloadable files directly to buyers?

Use Rootsy's authorized digital-delivery process. Contact Rootsy Support before using an alternative delivery method.

What should I do if someone reports that my digital product infringes copyright?

Review the complaint promptly and cooperate with Rootsy's intellectual property and marketplace compliance procedures.

Need Help With a Digital Product Order?

Rootsy Customer Support can assist with digital-file uploads, download access issues, corrupted files, incorrect content, and digital-product refund questions.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

When contacting support, please include:

• Your registered store name.

• The relevant order number.

• The digital product name or SKU.

• A description of the issue.

• Any relevant error message.

• Screenshots where helpful.

Do not include account passwords, verification codes, or sensitive payment information.

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