The Return Season is here! Retain over 40% of your returns as exchanges! - Learn More
    • Tracking & Notifications

      Boost customer experience and reduce support tickets

      Identify and Resolve Order Issues

      Realtime order and shipment tracking

      Delivery Notifications

      Proactive order and shipping notifications

      Increase Conversion Rate

      Predictive pre-purchase estimated delivery dates

      Branded Tracking

      Self-Serivce branded order tracking

      Reduce Operational Cost

      Effortless experience delivered

      Returns & Exchanges

      Make returns profitable and delight customers

      Flexible Return Policies

      Flexibility to define any return destinations & conditions

      Self-Service Returns

      Simplify returns for your customers and team


      Incentivize exchanges over returns

      Automate Returns Management

      Returns management made easy for your team

      Returns Analytics

      Understand why your customers are returning

      In-Store and Curbside Pickup

      Unify the online and the in-store experience

      Curbside Pickup Check-in

      Hassle-free pickup experience for customers

      Pickup order management

      In-Store Dashboard to keep operations streamlined

      Unified Commerce

      In-Store and Online orders unified

      Store Locator

      Drive foot-traffic to your stores

  • Integrations
  • Customers
    • Help Center

      Find the answer to all your questions

      WeSupply FAQ

      Explore the most comon questions about WeSupply

      Post Purchase ROI Calculator

      Calculate the ROI that WeSupply can bring you

      FREE Website Review

      Request a no strings attached review of your current shopping experience and missed conversion opportunities

      Blog & Guides

      Read actionable articles on how to optimize your post-purchase experience and decrease support tickets

      Case Studies

      Get inspired by stories of how our customers implemented an effortless post-purchase experience

      Behind The Brand

      A Deep Dive into Top Companies' Order Tracking & Returns Strategy

      Pre-built Return Policies

      Wondering if WeSupply is a good fit for you? Read through our use cases to see how we can help you increase conversion & improve CX!

  • Pricing

Sign in

Return Policy: Downloadable/Digital products - not returnable

Clarify return policies by making downloadable or digital products non-returnable, aligning with the nature of these products.

Use Case

  • Enterprise Returns
  • Workflow Automation

Common Vertical

  • Fashion
  • Consumer Electronics
  • B2B

This is a great option for orders that include items such as Video Content or PDF documents.

Downloadable / digital products - not returnable
Downloadable / digital products - not returnable

Overview - Navigating the Nuances of Digital Product Returns

  • Introduction: In the realm of e-commerce, digital products present a unique challenge when it comes to returns and refunds. Unlike physical goods, once a digital product like software, a PDF document, or an online course is downloaded, it’s in the customer’s possession indefinitely.
  • Challenges: Store owners grapple with the dilemma of offering a fair return policy while protecting their digital assets from being retained after a refund.
  • Common Mistakes: Some businesses may inadvertently offer a standard 30-day return policy for digital products, not considering the perpetual access customers retain post-download.
  • Missed Opportunities: By not adapting return policies to the nature of digital goods, businesses miss out on safeguarding their products and potentially lose revenue.
  • Solution: Implementing a clear return policy that specifies the non-returnable nature of digital products, while ensuring customers understand the value and updates they receive with ongoing access.
  • Importance (ROI): Establishing a firm and transparent return policy for digital products can prevent revenue loss from refunded products that cannot be truly ‘returned.’ It also sets clear expectations for customers, reducing the workload on customer service teams and maintaining the integrity of the product’s value.

Setup in Backend - How We Achieve It?

  • Return Policy Configuration: Clearly define and communicate a non-returnable policy for digital products within the e-commerce platform.
  • Product Status Identification: Mark products as ‘downloadable’ or ‘virtual’ to automatically apply the non-returnable policy.
  • Access Control: Implement systems to revoke access to updated versions of the product or ongoing content upon cancellation or non-renewal of the service.

The Customer Experience - What We Will Achieve

  • Transparency: Customers will have a clear understanding of the return policy before purchasing, setting the right expectations from the start.
  • Continuous Value: Customers who maintain their purchases or subscriptions will have access to the latest updates and additions, reinforcing the ongoing value of their investment.
  • Simplified Service: Customer service interactions will be more straightforward, focusing on providing support and value rather than handling returns for digital products.


Q1: What happens if a customer wants to return a digital product after downloading it?

A1: Our policy clearly states that digital products are non-returnable once downloaded, ensuring customers are aware of the terms before purchase.

Q2: How do we communicate the non-returnable policy to customers?

A2: The policy is displayed prominently on the product page and during the checkout process, and is included in the terms and conditions agreed upon by the customer.

Q3: Can customers still receive updates if they have issues with the digital product?

A3: Yes, customers with active subscriptions or purchases will continue to receive updates and support to ensure their satisfaction with the product.

Q4: How does the non-returnable policy affect customer satisfaction?

A4: By setting clear expectations and providing ongoing value through updates and support, customer satisfaction is maintained even with a non-returnable policy for digital products.

See what WeSupply Labs can do for you!

Our shipping and returns experts will guide you through the product and analyze how WeSupply best fits your eCommerce needs.