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How to use DigiStore24
How to use DigiStore24
What is DigiStore24?
What is DigiStore24?
Digistore24 is an online sales platform that offers you an integrated online store, an affiliate network, all common payment methods and accounting automation including tax automation.
We use DigiStore besides KON to check our customers' purchases and subscriptions.
Accessing DigiStore
Accessing DigiStore
After you successfully log in, you will be redirected to the Dashboard.
To gain full access, navigate to the "View" tab on the upper left-hand side and select the correct option that has full access from the dropdown menu.
Once you have full access, click on the "Reports" option on the upper right side of the page. Then, select "Transactions" from the dropdown menu to access the search page.
You will be redirected to DigiStore's search page where you can find your customer’s purchases and subscriptions.
Searching for Purchases
Searching for Purchases
Use the customer's first and last name, email address, or Order ID on the search page to locate their purchases or subscriptions.
After performing a search with the customer's provided information, the results will be displayed below the search box.
The information that should be included in the results are the purchase date, Order ID, product name, customer's first and last name, and email address.
Click the magnifying glass icon under Actions to view order details on the right side.
You should be directed to the order details page to view all order information.
Processing a Refund
Processing a Refund
When viewing a customer's purchase order details, scroll down to the Transactions section to view refund options.
Full Refund
Full Refund
If you need to issue a full refund to a customer, simply click on the refund button located under Actions on the right-hand side.
After clicking on the refund button, a pop-up message should appear. If it's a digital order, you can proceed by clicking "yes". By doing this, the customer's access should be stopped and a full refund should be issued back to the same payment method they used for the purchase.
Partial Refund
Partial Refund
If you need to issue a partial refund, simply enter the refund amount under the Partial Refund section and click the Process Refund button.
A pop-up message will appear on the screen. To proceed with the partial refund, please click on the "Yes" button.
Once a refund is issued, it should be visible under the Transactions section.
Always leave complete notes for any changes made. You can add your notes under the Journal Section, then click Save.
Handling Missing DS24 Orders in KON
Handling Missing DS24 Orders in KON
When to Escalate
If you cannot find a DS24 order in KON, escalate immediately by emailing greenmary@gmx.at
Missing orders in KON mean no shipment will be triggered unless further action is taken.
Backorder Notice
All DS24 orders from 08/17/2025 onward are on backorder.
Special Case Handling
If a customer’s order does not appear in KON and the customer already has an ongoing bank dispute:
No further action is required.
Do not process or ship anything for this order.
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