# Frequently Asked Questions (/docs/faq)



import { Accordion, Accordions } from 'fumadocs-ui/components/accordion';

Here are the answers to the most common questions we get from merchants.

***

## 📂 Files & Storage

<Accordions type="single">
  <Accordion title="What types of files can I sell?">
    You can sell **any** digital file type! We support PDFs, eBooks, ZIP archives, MP4 videos, MP3 audio, high-resolution images, and software installers.
  </Accordion>

  <Accordion title="Is there a file size limit?">
    Imprint is built on enterprise-grade cloud storage (Cloudflare R2), which allows us to handle massive files.

    * **Technically:** We support files up to **1.0 TB**.
    * **Practically:** Your specific limit depends on your storage quota (e.g., Free Plan vs. Premium).
  </Accordion>

  <Accordion title="Can I sell multiple files in one product?">
    In the free plan only one file is allows per product. When using the Basic plan or higher you can attach as many files as you need to a single product. When a customer buys the product, they will receive a list of download links for every file you attached.
  </Accordion>
</Accordions>

***

## 🛡️ Security & Watermarking

<Accordions type="single">
  <Accordion title="How does the PDF Watermarking work?">
    When a customer clicks "Download," our system intercepts the request and stamps their personal details (like Email or Order ID) onto the PDF pages in real-time before streaming it to their browser. This happens instantly, there is no waiting time for the customer.
  </Accordion>

  <Accordion title="Does watermarking work on videos or images?">
    Currently, our "Stamping Engine" only supports **PDF files**.

    For other file types (Videos, ZIPs, etc.), we still provide **secure, expiring download links**, but we cannot visually stamp the content itself.
  </Accordion>

  <Accordion title="Can customers share their download links?">
    We prevent sharing in two ways:

    1. **Unique Links:** Every link is unique to that specific order.
    2. **Download Limits:** You can set a limit (e.g., "Max 5 downloads"). If a customer shares their link with 10 friends, the link will stop working after the 5th click, protecting your product.
  </Accordion>
</Accordions>

***

## 📨 Delivery & Email

<Accordions type="single">
  <Accordion title="Do I need to manually send files to customers?">
    No. Imprint is fully automated. As soon as an order is marked as **Paid** in Shopify, we instantly email the links to the customer.
  </Accordion>

  <Accordion title="Can I use my own email address to send the links?">
    Yes! If you are on the **Basic Plan** or higher, you can connect your own SMTP server (Gmail, Outlook, Zoho, etc.). This allows emails to come from `downloads@yourstore.com` instead of our default address.
    [Read more here.](/docs/email-settings)
  </Accordion>

  <Accordion title="What happens if a customer loses their email?">
    You have three options:

    1. Go to the **Orders** page in Imprint and click **Resend Email**.
    2. If you have enabled the **Checkout Extension**, customers can log in to their Shopify Account (Order Status page) to download files again.
    3. If the link expired, you can click **Extend Expiry** on the order page.
  </Accordion>

  <Accordion title="Can I show download links on the Thank You / Order Status page?">
    Yes! By enabling the **Checkout Extension**, you can display a "Your Downloads" box directly on the Shopify **Thank You** page immediately after purchase. You can also add this to the **Order Status** page (customer account) so they can access files anytime without checking their email.
    [Read more here.](/docs/checkout-extension)
  </Accordion>
</Accordions>

***

## 💰 Refunds & Management

<Accordions type="single">
  <Accordion title="What happens if I refund an order?">
    Imprint syncs with Shopify automatically.

    * **Full Refund:** All download links for that order are immediately disabled.
    * **Partial Refund:** Only the links for the refunded items are disabled; the rest remain active.
  </Accordion>

  <Accordion title="Can I edit a product after I've sold it?">
    Yes. If you update a file (e.g., upload "Version 2.0" of an eBook), all customers will get the new file. Previous customers will download the new file if they follow their link again.
    If you changed the number of files, you need to resend the emails so that the users get all the links.
  </Accordion>
</Accordions>