Import orders

When switching from another digital download app to Filemonk, importing orders ensures that customers who purchased digital products before installing Filemonk can continue accessing their downloads. This comprehensive guide walks you through the import orders process, helping you provide uninterrupted service to your existing customers while transitioning to Filemonk's powerful digital delivery platform.

Before You Start

Before importing orders, you need to complete several essential setup steps to ensure a smooth transition. These preparatory steps are crucial for successful order import and customer satisfaction.

Upload Your Digital Files

• Navigate to Dashboard in your Filemonk admin
• Upload all your digital files (PDFs, images, videos, audio files, etc.) to Filemonk
• Organize files into folders if needed for better management
• Ensure all file names are clear and recognizable for easy linking

Link Files to Shopify Products

• Go to Dashboard > Products in Filemonk
• Select each Shopify product that should have digital downloads
• Link the appropriate digital files to each product or product variant
• Verify that all your digital products have files properly linked
• Test the linking by checking a few products to ensure files appear correctly

Configure Email Settings (Optional but Recommended)

• Navigate to Settings > Email to customize your download notification template
• Update the email subject line to inform customers about the new download system
• Customize the email body to explain the transition and new download process
• Add your brand colors and logo to maintain consistency
• Consider mentioning that this is an improved download system for better customer experience

Importing Your Orders

Once your setup is complete, you can begin the order import process. This will scan all orders in your store and import those containing digital products.

Access the Import Feature and Start the Import Process

• Go to Settings > Orders in your Filemonk admin and scroll to the Import orders section.

• Please review the information provided about the import process and ensure you understand that this action cannot be undone.

Monitor Import Progress

• After starting the import, you'll see a blue information banner indicating the process is in progress
• The import runs in the background and may take up to 1 hour depending on your order volume
• The Import orders button will be disabled during processing
• You can continue using other Filemonk features while the import runs

What Happens During Import

Understanding the import process helps you anticipate what your customers will experience and troubleshoot any issues that arise.

Order Processing Logic

When you start the import, Filemonk uses the Shopify API to scan all orders in your store. Only orders that contain products with linked digital files are brought in, and they’re processed in batches of 250 to keep the system stable. Each order is checked to make sure customer details and product associations are valid.

Customer Notifications

If email notifications are enabled under Settings > Email, customers will immediately receive fresh download links. These emails use your customized template and direct customers to access their files securely through Filemonk. Once the import is complete, the old download links from your previous app will no longer work.

Plan Usage Impact

Imported orders don’t count toward your plan limits unless customers actually download files. To help you track this, imported orders are marked with a “bulk imported” status, and you can monitor usage directly in your Filemonk dashboard.

Troubleshooting Common Issues

Import failures can occur for several reasons. Here are the most common issues and their solutions.

Customer Profile Issues

Problem: Orders fail to import with "customer profile not linked" errors.

Solution:

• Go to Shopify Admin > Orders
• Find the affected order and click to open it
• In the Customer section, ensure a customer profile is linked
• If no customer exists, create one or link an existing customer profile
• Re-run the import or manually import the specific order

Missing File Links

Problem: Orders don't import because "no files are linked to products."

Solution:

• Navigate to Dashboard > Products in Filemonk
• Check that all digital products have files properly linked
• Verify product variants also have appropriate file associations
• Link missing files and retry the import process

Email Delivery Blocked

Problem: Import fails with "store blocked from sending email" message.

Solution:

• This indicates your store has been flagged for spam-like email content
• Contact Filemonk support immediately through the in-app chat
• Provide details about your email templates and sending practices
• Support will review and potentially unblock your account
• Do not attempt to retry imports until the block is resolved

Orders Created Before App Installation

Problem: Some orders show "placed before Filemonk was installed" errors.

Solution:

• This is expected behavior for the bulk import feature
• The import process specifically handles pre-installation orders
• If individual orders still fail, check that the import process completed successfully
• Contact support if legitimate orders continue to be rejected

Advanced Tips

These advanced techniques help optimize your import process and customer experience.

Timing Your Import

• Schedule imports during low-traffic periods to minimize customer confusion
• Consider importing in smaller batches if you have a very large order history
• Coordinate with your customer service team to handle potential inquiries

Email Template Optimization

• Craft clear, reassuring email content explaining the transition
• Include instructions for accessing downloads through the new system
• Provide contact information for customers who need assistance
• Test email templates with a small group before full import

Post-Import Verification

• Review imported orders in Dashboard > Orders to verify accuracy
• Test download links for a sample of imported orders
• Monitor customer support channels for any access issues
• Check plan usage to ensure it aligns with expectations

Known Limitations

Understanding these limitations helps set appropriate expectations for the import process.

Order Volume Constraints

• Very large stores (10,000+ orders) may experience longer processing times
• The system processes orders in batches to maintain stability
• Extremely old orders may have data formatting issues that prevent import

Product Association Requirements

• Only orders with products that have linked files in Filemonk will be imported
• Products must be properly configured before import for successful processing
• Variant-level file associations must be set up correctly

Email Delivery Restrictions

• Stores with poor email reputation may face delivery limitations
• High-volume email sending may trigger spam filters
• Some email providers may delay or block bulk notifications

Frequently Asked Questions

Here are answers to the most common questions about importing orders when switching to Filemonk.

Q: Will customers receive duplicate download links if I import orders?

A: No, Filemonk replaces the old download system entirely. Customers will only receive new Filemonk download links, and old links will stop working.

Q: How long does the import process take?

A: Import time varies based on order volume, typically taking 15 minutes to 1 hour. Large stores with thousands of orders may take longer.

Q: Can I import orders multiple times?

A: The bulk import feature is designed for one-time use when switching apps. Contact support if you need to re-import orders due to technical issues.

Q: What happens to orders placed during the import process?

A: New orders placed during import are processed normally through Shopify webhooks and won't interfere with the bulk import.

Q: Will importing orders affect my current plan limits?

A: Orders only count toward limits when customers download files. The import itself doesn't immediately consume your plan allowance.

Q: Can I cancel an import once it's started?

A: No, the import process cannot be stopped once initiated. Contact support if you need assistance with a problematic import.

Q: What if some of my products don't have digital files?

A: Only orders containing products with linked digital files will be imported. Orders with only physical products are ignored during the import process.

Q: How do I know when the import is complete?

A: The information banner will disappear and the Import orders button will be re-enabled when processing is finished. You can also check your Orders dashboard for imported orders.

Updated on: 21/08/2025