Deliveries that land without you watching.
Your customers need their files after checkout. Learn how orders reach them, how FetchApp handles interruptions, and what our delivery measurements cover.
Order volume measured against production on 25 August 2026.
The path an order takes
A delivery has four steps. Your store takes the payment and tells FetchApp about the order. FetchApp matches the items to your products using their product codes, or SKUs. It prepares the delivery and assigns any license keys. Then it emails your buyer a link and serves the file when they open it.
If an item is missing from a delivery, start by checking its product code. A code in your store that does not exactly match the one in FetchApp is the most common cause of the delivery problems reported to us. Matching SKUs, and what to check →
When an order is missing or interrupted
Your store sends a notification to FetchApp after an order is paid. If that message does not arrive or is not processed, the order may be missing from FetchApp.
For Shopify, FetchApp automatically re-checks recent notifications that arrived but did not create an order. It creates those missed orders so delivery can continue without you opening a support ticket. What the Shopify integration handles →
Work that fails part way through is retried rather than dropped, with the gap between attempts growing each time, so a service that is briefly unavailable does not cost you the order.
Automatic recovery currently covers Shopify, with work underway to extend it to other carts. If your store never sent a notification, there is nothing for FetchApp to re-check. Re-send that order from your store or import it. Import orders from a CSV →
What our uptime measurement covers
The order figure at the top comes from the production database, read on the date shown next to it.
Availability is checked from outside our own network by UptimeRobot, on the application and on the host your buyers download from. Over the last 365 days that came to 99.995%, reported on 26 August 2026. It covers the two things that decide whether a buyer gets their file; it does not cover delivery email, which is measured differently and is not something we publish a figure for yet.
The measurement covers a rolling year. We update it here when the reported figure changes.
There is no status page. The fastest route when something looks wrong is one order number sent to [email protected], because a specific order is something we can trace to an answer. How to reach support →
Standard plans do not include a service level agreement (SLA). The uptime figure describes past availability and is not a guarantee of future service or compensation. If you need a written commitment or help with a security questionnaire, contact us to discuss your requirements.
The limits that affect delivery
Delivery email has a daily limit, download links have time and download-count limits, and Shopify orders have a license-key limit per line item. Check these when setting up your products so you know what your buyers can receive. Delivery limits →
Compare storage allowances on the pricing page. For larger download volumes, see bandwidth guidance. What each plan includes →
Common questions
What is your uptime?
99.995% over the last 365 days, on the application and on the host your buyers download from, checked from outside by UptimeRobot and reported on 26 August 2026. It covers a rolling year and does not include delivery email.
Is that a guarantee?
No. It is a measurement of what happened, and there is no service level agreement on the standard plans. If you need a written service commitment, contact us to discuss your requirements.
What happens if my cart never tells you about an order?
FetchApp automatically re-checks Shopify notifications that arrived but did not create an order. If your store never sent the notification, re-send the order from your store or import it. Import past orders →
Do you have a status page?
No. If a delivery seems wrong, send the order number to [email protected] and we will trace what happened.
Where are my files stored, and are they backed up?
Your files are stored separately from the application. The security page explains where they are stored and who can access them. Contact support for backup details. Security →
Send yourself a test order.
A free account, your own cart, one product and one file. The delivery that lands in your inbox is the whole thing working end to end.