Distinguish two mistakes
A buyer can choose an unsuitable option, or a seller can assign the wrong files to the correct option. These are not the same situation. Compare the saved listing promise and file mapping with the order. Do not start by assuming that the customer ignored instructions.
Use the existing order
Payhip documents a way to change an order’s assigned variant. That capability does not decide which commercial remedy is appropriate. Check the actual entitlement and any price difference before acting. This guide describes the decision process, not permission to alter a customer’s order without a legitimate basis.
Repair the explanation too
If several buyers misunderstand the same choice, the option label or product description may be unclear. Clarify the distinction between formats or packages rather than adding increasingly forceful warnings. Keep a record of what the previous wording promised so historical purchases are not silently reinterpreted.
Confirm the intended package
After an authorised correction, check that the buyer’s expected files are available through the proper route. Do not distribute a different customer’s private link. Record the correction and any remaining issue separately; changing a variant label does not establish that the buyer successfully opened the relevant document.
An original working example
For a fictional order, save three lines: “The buyer selected A”, “The listing said A contains X”, and “The download currently contains Y”. If X and Y differ, inspect the seller’s mapping. If they match but the buyer needs Z, investigate the explanation and the appropriate remedy. This neutral wording avoids assigning blame before the facts are clear. Keep any financial adjustment separate from the file correction and reconcile uncertain actions before repeating them. When a label is improved for future buyers, preserve the former wording in your release record so it does not silently change what an older order was understood to include.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Digital product variants — Merchant documentation · help.payhip.com · Merchant-controlled · checked 2026-09-27