I’m on my third digital delivery app for Stitch People, and I think I’ve finally found something that’ll work for me: SkyPilot. Here’s a review of what it does, why I like it, and why the other things I’ve tried have failed.
This is my current app. I made the switch final today (May 15, 2016) and things are now running smoothly. Here’s what I love about it:
- While the actual files are hosted and served through skypilotapp.com, this is all done behind the scenes and masked through your own domain. When people click on the link to download their file, the link is your domain. The SkyPilot app then intercepts that request and serves the necessary file.
- The entire experience is on my domain. SkyPilot gives you templates to manage, so you have full control over how the experience looks for your customers. It integrates into your existing theme and layout, so there’s no break in the visual experience for your customers.
- It integrates into the order status page. When someone completes their order and it contains digital products, they’ll see a button on the order status page that takes them to another page (on my domain) that lets the customer download the file. I still send a follow-up email (see the next point), but that’s now a backup. People can immediately download their files after their purchase without having to go back to their inbox and wait for a link.
- I can manage the email notifications entirely. I’ve turned off email notifications through SkyPilot, and instead I send the download links through my email marketing service, Drip. When someone orders something through Shopify, Drip is notified and stores the customer ID. I then use that customer ID to generate their unique download link and send it to them. All emails go through my domain and have the highest deliverability rates possible. No more lost notification emails.
I’m hoping that I’ll stick with this one for a while. So far, it has everything I want, lets me see how many times someone has downloaded a file, logs the IP address of each download, and gives me the flexibility I want to craft the entire experience.
This was the second app I used, after Digital Downloads (below). It worked well for about 6 months, but eventually three things made me start looking for a third option.
- The email notification sent to customers through SendOwl is sent from email@example.com. They don’t have support for sending emails through your own domain, so even though I was able to set the ‘From’ name on the email, a lot of the download notification emails were going to customers’ spam folders. Not good.
- Files were all hosted and downloaded directly on SendOwl.com. While they do offer some branding options, customers are ultimately leaving your site to go download their products elsewhere. This never really sat right with me.
- Sometimes, customers would receive the email with the link, click on the link, and get a 404 error from SendOwl. Usually this resolved itself if the customer tried again in a few minutes, but this was completely unacceptable for me. A huge selling point to offering digital products it the immediate satisfaction a customer gets when they purchase and then download the file. A service that can’t reliably deliver a seamless experience isn’t worth my time.
Digital Downloads by Shopify
This was the first app I used and it’s been probably 8 months since I’ve used it, but based on my experience, I have no desire to try it again. For me, the biggest issue was the inconsistencies with the download limit feature (which limits the number of times a customer can download a file). The default had it set to 3, and I kept getting emails from frustrated customers saying that the first time they clicked the link, they were told that they had exceeded the number of allowed downloads. I was going in at least once a day to reset someone’s download limit.
Another thing that drove me crazy: all downloads logged the IP address that download came from. Problem was, all downloads were being attributed to an IP address associated with Shopify. I emailed the Shopify team about this, and they confirmed that this was happening with every store that had the app installed. Several months after alerting them to the issue, it still hadn’t been fixed. Between this and the download limit weirdness, I decided that this app wasn’t worth the headache.