Disable access to downloads for any order
When you need to disable access to downloads for a specific order in Filemonk, you can control customer access at both the order level and individual product level. This feature is essential when customers fail to pay, request refunds, or when you need to restrict access for other business reasons.
How to Disable Access to Downloads
Navigate to Orders from your Filemonk dashboard, then click on the specific order where you want to disable access to downloads. The order management page provides comprehensive access control options.
Order-Level Access Control
You can disable downloads for an entire order, preventing the customer from accessing any files in that purchase.
Disabling Complete Order Access
To disable access to downloads for the entire order:
- Open the Access Control section on the order page.
- Check the current access status. You’ll see either "Access enabled" or "Access disabled" along with a timestamp.
- Click the toggle button to change access status
- Confirm the action when prompted, especially for orders flagged by fraud detection
When you disable access to downloads at the order level, customers will no longer be able to visit their download page or access any files from that purchase. The download links in their email notifications will show an access denied message.
Product-Level Access Control
For more granular control, you can disable access to downloads for specific products within an order while maintaining access to others.
Disabling Individual Product Access
To disable access to downloads for specific products:
- Scroll to the Products section of the order page
- Locate the specific product you want to restrict
- Click the "Disable" button next to the product name
- Verify the change - the product will show a "Disabled" status badge
This selective approach is useful when customers request partial refunds or when specific products need to be restricted while maintaining access to others in the same order.
Common Use Cases for Disabling Access
Payment Issues
The most common reason to disable access to downloads is when payment problems occur:
- Failed payments: Disable access when credit card charges are declined or reversed
- Chargeback disputes: Temporarily restrict access during payment investigations
- Subscription cancellations: Remove access when recurring payments stop
Refund Management
Use access controls to manage refund situations effectively:
- Full refunds: Disable complete order access when providing full refunds
- Partial refunds: Disable access only to refunded products while maintaining access to paid items
- Refund processing: Temporarily disable access during refund processing periods
Fraud Prevention
Filemonk automatically restricts access for suspicious orders, but you can also manually disable access:
- High-risk orders: Orders flagged by fraud detection show warnings and may have automatic access restrictions
- Suspicious activity: Disable access when unusual download patterns or sharing is detected
- Account security: Restrict access when customer accounts may be compromised
Re-enabling Access
Restoring customer access to downloads in Filemonk is quick and straightforward. You can restore access for the entire order or for specific products.
Restoring Order Access
- Go to the order and click the toggle in the Access Control section.
- Confirm if prompted (especially for fraud-flagged orders).
- The status will immediately update to "Access enabled".
Restoring Product Access
- In the Products section, click Enable next to the desired product.
- The product badge will update to "Enabled".
Customers regain access immediately. No automatic email is sent, so you may want to notify them manually.
When access is restored, customers can immediately access their download page and files. No new email notifications are sent automatically, so you may want to manually notify customers of restored access.
Advanced Access Management
Fraud Detection Integration
Filemonk includes automatic fraud detection that can restrict access without manual intervention:
- Automatic restrictions: High-risk orders may have access automatically disabled
- Warning banners: Fraud-flagged orders display prominent warnings in the order interface
- Manual override: You can enable access for fraud-flagged orders after review, with additional confirmation required
Access Modification History
Track all access changes for accountability and customer service:
- Timestamp tracking: All access modifications are recorded with precise timestamps
- Status history: View when access was enabled, disabled, or modified
- Administrative records: Maintain records of who made access changes and when
Known Limitations
There are some constraints to be aware of when managing download access controls.
- Access changes take effect immediately and cannot be scheduled for future dates
- Customers are not automatically notified when access is disabled or restored
- Previously downloaded files remain accessible to customers even after access is disabled
- Access controls only affect the download page and new download attempts
Troubleshooting
Symptom | Likely Cause | Fix |
|---|---|---|
Cannot disable access | Order may be processing or have system restrictions | Wait for processing to complete or contact support |
Access still works after disabling | Customer using cached download links | Links expire automatically within 24 hours |
Fraud warning prevents access changes | Order flagged by automatic fraud detection | Review order details and confirm override if legitimate |
Partial access not working correctly | Individual product settings conflict with order settings | Check both order-level and product-level access controls |
FAQs
Q: What happens when I disable access to downloads for an order?
A: Customers immediately lose access to their download page and cannot download any files. Their existing download links will show an access denied message.
Q: Can customers still see their order if access is disabled?
A: Customers can still access their download page, but they will see a message indicating that downloads are not available and no download buttons will be shown.
Q: Do I need to notify customers when I disable access?
A: No automatic notifications are sent. You should manually communicate access changes to customers through your preferred communication channels.
Q: Can I disable access for just one file in a product?
A: Access control works at the product level, not individual file level. To restrict specific files, you would need to organize them into separate products.
Q: How long do access changes take to take effect?
A: Access changes are immediate. Customers will see the updated access status as soon as they refresh their download page.
Updated on: 19/08/2025
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