How can we help?

The product editor separates Physical and Digital product types. Digital files and general attachments have separate controls, so decide which function you need before adding files.

Find the product type

1. Open Catalogue & Stock → Product Management, find the intended product and select Edit.
2. Choose Advanced.
3. Under Product type and attributes, review Product Type, which offers Physical and Digital. The same section contains Weight and Product Files → Manage files.
4. Open Manage files to inspect the digital file library. The manager separates All Files from Files included in the current product, and provides an Upload Files control.
5. When inspecting only, close the file manager and use Cancel in the product editor.

Prepare a digital item

For a downloadable pattern, prepare the final customer file and check its filename, contents and usage rights. A file appearing in the general library is separate from appearing in the current product’s included-file list. Confirm the intended inclusion before making a product available for sale.

Product files and attachments

Manage attachments appears separately under Files and suppliers. Do not assume an attachment and a digital product file have the same customer access or delivery rules. Use the control that matches the intended purpose once that workflow has been checked.

Before selling a downloadable product

Follow the complete customer journey with a test order: product presentation, payment outcome, how access is issued and which file the customer can obtain. Confirm how revised files affect existing purchases. These checks are particularly useful before replacing a file already linked to a product.

Related help

• Add a product
• Edit product details
• Storefront file manager
• Record a product’s weight
• Choose the files included with a digital product
• Manage a product’s attachments

If the intended file is not available

1. Confirm the exact product and its Physical/Digital selection.
2. In Manage files, compare All Files with Files included in this product. A library upload alone does not establish that it is included with the intended product.
3. Check the filename and revision. Keep product files separate from general attachments when investigating customer access.
4. For an existing purchase, inspect its order and payment outcome before promising access or placing another order.
5. If access remains unclear, keep the product SKU, order reference and intended filename for support. Do not make a private file public as a workaround.