DPD Update: New Device Based download authorization… No more Reactivations!

  • Jason@DPD
  • December 7, 2017
  • No Comments

Today we’ve started rolling out a change to how DPD authorizes downloads for buyers. It’s a significant change and one that will lead to massive decreases in customer support requests from your customers asking for download reactivation.

That said, new can be scary so here is a breakdown of whats changing:

Old Download System: Attempt Based

Previously, DPD counted download attempts and kept downloads active for a fixed amount of time. This meant that a customer might get 2 attempts to download over 1 week after purchase, and after that their download page was dead.

While this is pretty much the standard way things are done with most systems out there, it’s a pretty awful experience for the customer AND vendor. After a week (or 2 tries) the customer can’t get their product and gets mad. The vendor then has to deal with an angry customer and spend time finding their purchase, verifying their identity, and reactivating their download.

If the tweets and support tickets we get from you guys are any indication, this irritates vendors a lot too. We don’t want irritated vendors- we want happy ones!

Soooo… we’re making this massive change:

New System: Device Based Activation

The new Device Based Activation system prevents unauthorized download of your products by only allowing download from devices that have been registered and authorized to a customer’s profile in DPD.

Buyers can download their products as many times as they need from the registered device, but because it is locked to the device they are unable to share the download link with others.

What is a Device?

DPD uses the word “Device” throughout the admin and knowledge base.  In the context of download controls, a Device is the browser + computer or other gadget that the buyer is using to download products.

Examples of Devices:

  • PC desktop + Firefox Browser
  • iPhone + Safari Browser
  • Android Phone + Android Browser
  • Mac Laptop + Safari Browser

So, when DPD mentions “Device” anywhere, it is short for the unique fingerprint of the computer or mobile gadget used by the buyer, the browser used, and the unique session cookie for that customer.

How does it work?

When a buyer completes a checkout with DPD we set a unique session tracking cookie on their browser.  This cookie only works with that browser + computer (or mobile device combo) that was used to complete the purchase.  This happens seamlessly in the background.

As long as the buyer has this unique session cookie authorizing their browser they can download the products they purchased whenever they like by visiting their download page or following the link in the purchase email they received from your DPD store when completing checkout.

Even better, once a buyer has activated their computer to download their products, its authorized to download ALL the products they’ve purchased from your store automatically, not just the one they activated.

More Information

We know this system is a completely new way of handling downloads and we’ve tried to cover the questions we could think of. If you have one we haven’t thought of please comment or send a support ticket!

What happens if they are on a different device?

It will ask them to enter their email, which is checked against the purchase, to send them an authorization link. Learn more:

How DPD Authorizes Customer Downloads

Do I need to change the device limits?

Usually, no. We’ve set sane defaults that should be good for most vendors, but if you want to here is a KB article on that:

Setting Store Device Limits

What happens when a customer reaches their device limit?

The won’t be able to access their downloads until you authorize another device. Here is how to do that:

Customer Service: When a customer reaches their device limit

This all sounds awesome, how do I get it?!

The rollout is in two phases:

1. (the new few days) From this point all new stores will have Device Based Activation automatically. Its the default for new stores from the time of this blog post.

2. (2 weeks or so) We’re going to migrate every existing DPD store to the new device based activation system once we’ve had it in production for a few weeks and are confident there are no issues.

Want it now?

We know some vendors hate reactivating downloads and have been very vocal about wanting a better system so send us a support ticket! We’ll turn on the new system for you now and you can stop reactivating downloads.

Have any more feedback or questions? Drop us a comment here or send in a support ticket!

New Zapier Support Connects DPD to 500+ Apps and Services

  • Jason@DPD
  • March 21, 2016
  • 1 Comment

zapier-logo-blogWe’re happy to announce our new beta app for Zapier that allows you to pass your DPD sales data to the 500+ apps that Zapier supports. Zapier is a 3rd party service that serves as a “middleman” and connects web apps using an easy point and click interface. Zapier has both free and paid plans based on the number of integrations you set up and the frequency that they’re checked for updates.

Because this is a new app and in beta you’ll need to follow the link below to add the DPD app to your Zapier account:

Add DPD App to Zapier

What can you do with Zapier and DPD?

Zapier supports over 500 popular CRM, Accounting, communication, and task management tools. You can pass your customer and sales data to any one of these apps using an easy point and click interface, harnessing the power of the DPD API without having to write a single line of code.

Zapier CRM Apps

You can pass your customer data to popular CRM apps like Salesforce, Infusionsoft, or Highrise.

You can pass your sales data to accounting apps like Quickbooks Online, Xero, or Freshbooks.

Send your customers contact info to email marketing services such as Unbounce, Mad Mimi, or even Gmail.

You can even use built in Zapier tools like Webhooks, SMS, and RSS to build custom notifications and connect to your own custom apps on your website.

Setting up Zapier with DPD

First, add the DPD beta app to your Zapier account by following this invite link.

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Once you’ve added it, you can use it as a trigger app to create new zaps that connect to 3rd party services.

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After you select the DPD app as your trigger you’ll need to connect to DPD using the API connection info in your vendor profile. To get your API connection info log in to your DPD vendor account, go to the user menu in the top right of the page, and select vendor profile. Your API credentials are at the bottom of the page.

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From there you can select which DPD store’s sales data you want this zap to use, select which customer or purchase fields will be passed, and then select which 3rd party app you want to connect the data to. Its all point-and-click and no programming knowledge is required.

We welcome your feedback on the new Zapier support for DPD. We’re pretty excited because it lets you connect your DPD account to hundreds of external apps and we hope you are too!

DPD Update: Redirect Products, Performance Improvements

  • Jason@DPD
  • March 4, 2016
  • No Comments

This update contains a new feature, minor bug fixes, and several performance improvements designed to speed up the DPD admin, widget performance, and the DPD cart.

Redirect Products

DPD now has a new “Redirect to Web Site” purchase action you can apply to digital products. This purchase action will automatically redirect the buyer to an external page of your choosing upon completed purchase. The DPD delivery page loads for a fraction of a second to allow 3rd party tracking scripts to run (like Google Analytics) and then redirects.

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For an example of how this new purchase action works you can try the test item below:

BUY REDIRECT PRODUCT

Use test card number 4242 4242 4242 4242, any CVV, and any expiration date in the future to test.

Because DPD checkouts can contain more than one product and each product can have more than one purchase action there are some conditions for the auto-redirect to work:

  1. The redirect product must be the only product in the purchase. If there are other products we will not redirect the buyer away from our delivery page before they can get their downloads, keys, etc.
  2. The product must not have any other purchase actions. If the product contains a file, key, message, etc. and a redirect we will not send customers away from the download page before they get their other purchase items.

If we are unable to redirect due to the conditions above we will display a button to continue on the delivery page and your choice of message where you can tell the buyer to continue. You can configure the message when setting up the redirect purchase action.

This is an example purchase with multiple products with a redirect, showing the link message and button:

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Because of the conditions required to automatically redirect, we recommend using instant checkout buy now buttons with redirect products if you want to ensure that they always automatically redirect to your web site.

Coupon Status Labels

One of the most common support requests we receive is “Why won’t my coupon work with this product?” In 99% of the cases this is caused by the product in question being marked as coupon ineligible on the product edit page. To make this more apparent, we’ve added a label to products that aren’t marked as coupon eligible to the product lists in the DPD admin.

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To mark a product as coupon eligible edit the product and check the “Coupon Eligible?” checkbox on the edit page, then save.

For more information: Cart shows “This coupon does not apply to any product in the cart” when trying to use a coupon

Other performance improvements and bug fixes in this update:

  • Added translations for v3 cart error messages
  • Fixed an issue with product choosers when using add-to-cart actions
  • Improved performance on widget and custom button rendering
  • Fixed an issue where widgets would partially render using Safari browsers
  • Fixed oversized close button on v2 carts
  • Fixed an issue where the lightbox cart would cause page jumpyness due to scroll bar rendering
  • Product update email sending performance improvements
  • Started recording shipping information in PayPal for PayPal Pro checkouts
  • Fixed a case where v3 carts were not storing billing name correctly
  • Fixed a bunch of typos in emails
  • Optimized internal “can be purchased” calls in DPD for better performance
  • Query optimization for sales stats
  • Updated shipping library to address a FedEx rate quote issue
  • Fixed MailChimp integration not supporting non-ascii chars in group names
  • Updated our field validators for better performance

New Features: Product Upsell Feature and Store Policies

  • Jason@DPD
  • October 29, 2015
  • 5 Comments

Product Upsells

Today we released our new product upsell feature. This feature lets you configure an upsell product to be offered when one of your products is added to the DPD cart or during instant checkout. This encourages your customers to spend more and increase your cart totals!

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For each product in DPD you can configure the following:

1. The Upsell Product to be offered from your currently available products.

2. The Upsell Message to be displayed, such as “Upgrade to the Deluxe version for $3 more!”

You can view a demo of the new Product Upsell Feature on our product demo page.

Store Policy Support

DPD now supports store policies to be displayed in the footer of every page of your DPD hosted cart and checkout. This is for compliance with some processors and merchant account providers and to better protect vendors.

Once configured from the Policies menu item under Store Options in DPD the policies will be displayed in your cart footer as seen below:

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These new policy links only show if a policy is configured in DPD. The links open to a new page that displays the policies you have defined.

We’d love to hear your feedback on product upsells, the new policy support, and whatever other features and options you’d like to see- please drop us a line through our support desk or talk to one of our support team on live chat and let us know!

Upcoming Change: Improving Download Controls and Self Service Activation

  • Jason@DPD
  • July 27, 2015
  • 2 Comments

We’re putting the finishing touches on a massive service improvement to DPD that will completely change the way we authorize and deliver product files.

We understand that many people are resistant to change, but the advantages of the new system we’re prepping for release are overwhelmingly positive for both the vendor and consumer and we’re excited to start this series of posts explaining the new system.

How DPD Works Now: Time and Attempt Based System

DPD currently lets the vendor set two options that controls how buyers can download their products- Time Limit and Attempt Limit. This is basically how every other service works too.

Time Limit: How long the download links should remain active. This can be set as anything from 24 hours to unlimited.

Attempt Limit: How many download attempts (clicks of the download button) that can take place before it is deactivated.

Once either of these limits are reached the buyer can no longer access their files. They must then contact the vendor, the vendor must manually reactivate the download, and the buyer must follow the new email link sent to them.

The Problem We’re Trying to Solve

Manual reactivation is the number one pain point that vendors tell us about- its the primary customer service problem for most vendors (where buyers lose their files and need to re-download months later) and it makes buyers angry to not be able to access their purchases.

Also, if a buyer purchases multiple times from the same store, the purchases are not available together- the buyer must find each individual purchase email to get the unique download link from that purchase.

Mobile devices like iPads and phones make this problem worse- these devices don’t always download the files, opening them from their location on our server. When the time or attempt limit is reached, these files just stop working, causing another CS headache for the vendor and reducing buyer confidence.

Our Solution: Session Based Download Controls

Where the current system authorizes attempts for a certain amount of time, the new system will be session based and authorize a particular computer or mobile device to access the file.

Once a computer is authorized, they can download the file whenever they want, on that device, for as long as the vendor wants to allow.

If the buyer attempts to download the file from an unknown device DPD will ask them for their email address, and a new authorization link for that device will be sent to their email. Only the person with access to the buyers email will be able to authorize new download sessions.

The vendor will be able to control how many devices can be activated at one time. For example, as a vendor you may allow 3 devices at once (a desktop or laptop, iPad, and mobile phone). The vendor will also be able to specify how many activations total can occur before they need to be manually reset.

This is a massive improvement for several reasons:

  1. The buyer can always access their files.
  2. The buyer can not easily share access with others, and if they do they will burn their own access sessions.
  3. The buyer will be able to authorize their computer and have access to all their purchases using that email, not just the current one.
  4. If the buyer is using a new device they can do self-service reactivation using their email, eliminating the need for manual reactivation by the vendor and related customer service woes.
  5. Session based download controls will allow us to offer more advanced anti-sharing features, like hosted ebook readers. We’ll have a post about our new hosted ebook reader in the next few days!

Those who play computer games may be familiar with Steam. Steam uses a device based authorization system extremely similar to the new system DPD is rolling out where if you log in from a new device you must authorize it using your email and a code they send you. This is that system for anything sold through DPD.

The Plan Going Forward

1. Once we finish final testing on session based downloads (already in progress) we will release them as the default activation method for all new stores created in DPD.

2. Once we are sure there are no issues with new stores, we will be moving all existing stores to the new responsive checkout and session based activation.

This will be a forced upgrade for all existing stores- we have older stores using cart versions that are 2-3 versions out of date. We are going to modernize every checkout using DPD, drop support for previous cart versions, and focus 100% of our development efforts on the new, modern, responsive checkout.

Questions?

We’ll make a release post when sessions are released for new stores. Everyone will have at least 30 days to try the new activation system and put it through its paces before we force upgrade for every store.

If anyone has any questions about the new session based activation system we’re always here to answer them for you. We understand that change can sometimes be scary, but the massive improvements of this new system are worth it.

PayPal Policy Update: Added Purchase Protection for Intangible Goods and How it Affects You

  • Jason@DPD
  • June 11, 2015
  • 6 Comments

Last night PayPal notified of a policy update, effective July 1, 2015, that included a number of changes to their User Agreement, Acceptable Use Policy, and Privacy Policy.

Intangible Items Added To Buyer Purchase Protection

The most important change to sellers of intangible items such as games, software, ebooks, music, or audio files is that they are now extending Purchase Protection to buyers of intangible goods.

Section 13.3
We are increasing the scope of PayPal Purchase Protection to now include coverage for intangible items.

More importantly, while they are extending Purchase Protection to buyers, they are not extending Seller Protection.

Section 11.4
Although we are expanding PayPal Purchase Protection to buyers for intangible items, Seller Protection will not apply to intangible items. We are including a note in this section about this. In addition, we are adding a definition of Proof of Delivery for intangible or virtual items or services which can help a seller win a buyer’s Item Not Received Purchase Protection Claim.

Proof of Delivery for Intangible Items

As they mention above, the note added to the section defines proof of delivery as “documentation satisfactory to PayPal” that the item or service was provided to the buyer such as proof of download including the date of fulfillment.

“Proof of Delivery” for intangible or virtual items or services is documentation satisfactory to PayPal that the item or service was provided to the buyer such as proof of download including the date of fulfillment.

NOTE: Although Purchase Protection extends coverage to buyers for intangible items, Seller Protection does not apply to intangible items. However, having proper Proof of Delivery can help a seller win a buyer’s Item Not Received Purchase Protection Claim.

It is important to note that they only say proof of delivery, including proof of download and the date of fulfillment “can help a seller win a buyer’s Item Not Received” claim and does not guarantee a decision in the vendors favor.

In summary, PayPal has made it easier than ever for buyers to make Purchase Protection Claims against sellers of intangible (downloadable) goods. They have outlined in a very non-specific way how vendors can provide proof of delivery of intangible goods and said that it will in some way influence or “help” the claims process.

View the Entire PayPal Policy Update Here

What DPD Is Doing for Vendors

DPD is a Gold PayPal Partner and listed in the PayPal Solutions Directory.

DPD has always recorded purchase details such as the time the purchase took place, buyer IP address, the full PayPal responses and IPNs, and all buyer information provided to the DPD or PayPal checkout flow.

We have also always recorded download attempts including the amount of the file transferred, if we can detect a successful full delivery (based on transmitted data and the actual file size stored on our servers), the download IP address, and user agent.

We have taken all this information and compiled a Proof of Delivery page that can be provided to PayPal in the event of a Item Not Received Purchase Protection Claim. The page is hosted on DPD servers at a public but salted and randomized URL to protect buyer and seller information.

Here is an example Proof of Delivery page: Demo Purchase Proof of Delivery

Proof of Delivery Screenshot

DPD vendors can get this page for any transaction from its Purchase Detail page in DPD.

1. Log in to DPD

2. Go to Purchases in the left menu

3. Browse or search for the purchase and click the Purchase ID in the table to open the detail page.

4. At the top of the purchase detail page, click the Proof of Delivery button

Purchase Detail Page

Future Updates

We have contacted PayPal in an attempt to get further clarification on what additional information needs to be added to the Proof of Delivery page to maximize its effectiveness for vendors selling intangible items. Unfortunately, responses from PayPal are generally slow. As we receive more information from them we will update the proof of delivery page as needed.

Announcing DPD Subscription Areas and Drip Feed Content

  • Jason@DPD
  • June 8, 2015
  • 8 Comments

This weekend we released support for subscription areas in DPD. Vendors can now create their own DPD hosted subscriber “mini-site” and sell recurring subscriptions for access to content. This massive update includes many new features enabling you to sell access to scheduled content, drip feed subscriptions, and paid podcasts.

Based on the feedback and usage of our limited private beta of subscription stores we have modernized the subscriber area, added numerous features such as search, archives, better subscriber management, and an all new post interface, and changed the layout of content both in the admin and subscriber area for better readability.

The Subscriber Area

The all new subscriber area features a responsive design like our cart and checkout and layout optimized for readability and the way subscribers consume content.

Subscriber Index

The subscriber index is the first seen after subscribers log in. It has the first post in full, with the most recent posts below.

Subscriber Area Index

Post Page

Each post opens to its own post page, with any related content and downloads.

Individual Post Page

Archives / Search

The searchable archives page lists all posts in a compact list format. Both the post title and contents are searchable.

Post Archive / Search Page

Responsive Design for Mobile

Like our responsive cart and checkout, we’ve optimized the entire subscriber area for viewing on mobile devices.

Responsive Design

Creating a New Subscriber Area

We’ve added a wizard that guides you through creating your new subscriber area. To get started, create a new store. When prompted, select Subscriptions and the wizard will guide you through the process, step by step.

We’ve created a KB article to explain all the features and options during setup:

Getting Started with a DPD Subscriber Area

Multiple Ways to Post Content

DPD subscriber areas let you post content two ways- scheduled content and Drip Feed posts. The new post page in the DPD admin allows you to write content, attach files and a post image, and specify how this content will be released.

DPD Admin - Post Page

Scheduled Content

Like a traditional blog, you can schedule posts to go live on a specific date / time (or immediately) and all subscribers will see the post when it is published. You can attach downloads and a post image to your posts.

For more information on posting content:

Creating Content Posts

Drip Feed Content

One of the most popular requests we’ve ever had, DPD now supports drip feed content series where you specify what day after signup that a subscriber gets access to content. Drip feed posts allow you to queue up content and release it for each individual subscriber when they reach the drip feed interval.

Drip Feed Posts

For more information on creating drip feed posts:

Setting up a Drip Feed Series of Posts

Paid Postcast / RSS Support

You can optionally enable paid podcast / RSS feed support so that your subscribers can view your content feed in iTunes or their favorite feed reader. This will add the iTunes and RSS buttons you see in the index screenshot above to your subscriber site.

Check out the KB article below for more information on enabling podcast support:

Setting up a Paid Podcast Feed

Managing Subscribers

You can manage your subscribers from the DPD admin. Easy search tools let you find subscribers and modify their subscriptions, send a password reset, or cancel the subscriber.

Subscriber List in DPD Admin

You can drill down to each subscriber by clicking their name to find out how long they’ve been subscribed, their payment history, and perform account operations.

Subscriber Management page

For more information on managing subscribers:

Managing Subscribers

Need more help?

You can view all the documentation available for the DPD subscriber area in the new knowledgebase category listed below:

Subscriber Areas: Selling Access to Paid Subscription Content with DPD

We’re also here for you! Send us a live chat or submit a support request and one of our support team will do our best to get you started selling subscriptions and drip feed content with DPD. We welcome your feedback!

DPD Update: Send to Dropbox

  • Jason@DPD
  • April 16, 2015
  • 3 Comments

In this week’s update we have a new feature for customers- they can now send their downloads directly to their Dropbox account instead of downloading.

This new option, which can be disabled on a per-store basis by the vendor under Store Preferences, adds a “Send to Dropbox” button for each downloadable file on the delivery page:

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Clicking the Send To Dropbox button will open a dialog that lets the customer log in to their Dropbox account and decide which folder the item should be placed in:

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Once the buyer tells Dropbox where to save the file thats it! Dropbox will copy the file directly from DPD to the buyer’s Dropbox folder and sync with their desktop and devices.

We think this will be great for all customers, letting them reliably download files even when they have a poor connection, but Vendors can disable the Send to Dropbox option on a per-store basis by going to Store Preferences in the left menu and unchecking the “Enable Send to Dropbox” option.

Other bug fixes in this release:

  • Fixed a cart issue when a country that does not use states / provinces still displayed a state selection.
  • Fixed invoice translations being applied and made invoice use standard language translation pulldown.
  • Fixed buttontext and buttonhoverbg colors not applying to the checkout button in the cart.
  • Fixed not being able to uncheck the “Show once per sale” option on conversion tracking integration.

DPD Now Supports Groups in Mailchimp Lists

  • Jason@DPD
  • September 17, 2014
  • No Comments

Freddie_winkWe’re happy to announce that this morning we released another often requested feature- group support for Mailchimp integrations.

As always, vendors can select which mailing list they want to send buyers from a store to. Now, you can also optionally specify group options for subscribers based on store or product.

Store Group

If you want to use the same mailing list across multiple stores, DPD now lets you put all purchases from a specific store into a Mailchimp group.

By using a store group you’ll be able to segment sending to your list shared across multiple stores by the store they purchased from.

Product Groups

We’ve also added the ability to assign a group to the purchase of specific products.

This will allow you to laser focus your campaigns to a specific product or products purchased.

Mailchimp Group Support

Using Mailchimp Groups with DPD:

1. Set up your groups in Mailchimp.

2. Log in to DPD and go to Integrations in the left menu of DPD.

3. Add a new Mailchimp integration, or edit your existing integration.

4. Once you have entered your Mailchimp API key and selected your list DPD will automatically pull in the groups for the selected mailing list.

5. Simply assign which group you would like all purchases in the store to be assigned to under Store Group and/or add product specific rules below by selecting the product and then selecting which group we should tag the subscriber with.

You can use any combination of the store group and product specific groups (or just one or the other) at once.

You can now integrate DPD with Drip Email Marketing

  • Jason@DPD
  • September 4, 2014
  • No Comments

Drip Email Marketing AutomationThe fine folks at Drip, an email marketing automation company, have written integration instructions for DPD using our notification URL feature. Now without writing a line of code you can now trigger almost any action in Drip when someone makes a purchase through DPD.

What makes Drip special? From Drip’s website:

Most email service providers (ESPs) are built to send email newsletters to a static list of subscribers. Drip can do this as well, but our main differentiation from traditional ESPs is our email automation. This makes it dead simple to move people into and out of multiple autoresponder sequences based on things they do: click certain links, open certain emails, express interest in a topic, etc…

Drip is not focused solely on a specific phase of email sending such as marketing or customer retention. We have invested heavily to support the following five stages of email sending: marketing, lead nurturing, trial lifecycle, customer retention/lifecycle, and post-cancellation.

We are laser-focused on serving the unique needs of SaaS applications and sellers of digital goods such as software, ebooks and online courses.

Their Drip integration instructions for DPD are straightforward and easy to understand- its essentially copy and paste a URL from Drip in to the DPD notification URL integration and then tell Drip what you want to do with the buyers.

We’ve been in contact with the Drip team and we’ll do our best to get help for any DPD vendors that need assistance with integrating the two services!