Digital products and downloads

A digital product is a product whose content is a file — an e-book, the recording of a masterclass, sheet music, a photo pack — that the buyer downloads after paying. It has no stock, no weight and no shipping: you upload the file once and every paid order gets its own download link. Digital products are sold in your shop and as an extra on any event.

1. Create the product and upload the file

1. Go to Shop → Products → New product and choose Digital. The type cannot be changed afterwards; the stock, weight and shipping fields disappear.
2. Fill in the name, description, price and VAT rate (an e-book can carry a different rate from your tickets) and save.
3. On the saved product, upload the file: a PDF, EPUB, MP3, MP4 or ZIP of at most 200 MB. One file per product — bundle several files in a ZIP.

Until the product has a file it cannot be sold: it is skipped in the shop and cannot be added as an extra. The file is stored privately — it never has a public URL — and counts, together with your event attachments, against your plan's storage (2 GB on Studio, 10 GB on Pro). Uploading a new file replaces the old one; the change is recorded in the audit log.

2. How the buyer receives it

In the shop

1. When a download is in the cart, the Delivery step of the checkout shows a consent checkbox the buyer has to tick: by default "I agree that the download becomes available immediately and I waive my 14-day right of withdrawal for the digital content." Consumer law requires this waiver before you may deliver digital content right away. You can replace the wording per language under Shop → Shop settings → Digital content consent text.
2. After payment the buyer lands on a confirmation page whose What's next? block says the downloads are ready on their order page (button View your order and downloads); the confirmation e-mail carries the same link.
3. The order page shows a status bar Ordered → Paid → Available for a digital-only order and lists the digital products under Downloads, each with a Download button. Every click produces a fresh link that is valid for 5 minutes; the buyer can download as often as they like, for as long as the order is paid and the product still has a file.

A buyer who pays by bank transfer sees "Downloads become available once the payment is confirmed" until you book the transfer; the buttons then appear on the same page.

As an event extra

When a digital product is sold as an extra on an event, the download lives on the buyer's ticket page — the page the ticket e-mail links to — under Downloads, with the same 5-minute links. Only paid orders see the buttons; an order awaiting a bank transfer shows the "after payment" notice. The withdrawal checkbox is part of the shop checkout; on an event page the download is simply listed with the tickets.

3. What you see on the order

Open the order under Orders:

• The digital line is tagged Download and shows the download counter and the last download time (3 downloads · last on 12 Oct 2026 14:03), or not downloaded yet. Use it to settle "I never got the file" questions.
• For a shop order, the delivery card shows Download terms accepted with the moment the buyer ticked the consent checkbox.

The new shop order notification and the order.created webhook include the digital lines like any other product.

4. Refunds

Refund a digital line like any product line: Refund products on the order page, pick the units and, if you want, lower the amount (there is nothing to put back in stock). Access is tied to the order: as long as part of the order remains paid, the download buttons keep working; once the whole order is refunded the links stop and the buyer sees the product without a button. See Refunds and cancellations.

Via the API

Products — including digital ones — are managed under /api/v1/products (?kind=digital). Upload a file over the API with POST /api/v1/products/{id}/file/presign (returns an upload URL), PUT the bytes there, then confirm with PUT /api/v1/products/{id}/file. See API & webhooks.

FAQ

Can I replace the file after people bought it? Yes. Upload the new file on the product: every order page and ticket page serves the current file from then on. Buyers who already saved the old version are not notified, so send a broadcast e-mail if the change matters.

The buyer lost the e-mail with the link. Point them to Find your tickets and orders (your-org.cleartix.io/my-tickets): after entering their e-mail address they receive a link that lists their paid shop orders with a View order button, next to their tickets. For a digital product bought together with tickets, the download is on the ticket page — Resend on the order page sends that link again.

Can I limit the number of downloads? No. The counter is informational; a paid order can download without limit while the file exists.

Can a buyer share the link? The download link in the e-mail opens the buyer's order page, which anyone with the link can see. The file links themselves expire after 5 minutes. Treat it like a ticket link: personal, but not secret enough for content that needs real access control.

Does a digital product need the shop to be open? No. You can sell it only as an event extra and keep the shop page closed.