Every digital order in Fileflare can produce an audit report: a plain, document-style record of what was delivered and every download that followed, with the times, IP addresses, and devices behind them. Print it or save it as a PDF and attach it to a dispute.
The audit report is available on every plan.
When you’d use this
- A customer has filed a chargeback claiming they never received the files.
- A marketplace, payment provider, or bank has asked you for evidence of delivery.
- A customer says they never downloaded anything, and their download limit is used up.
- You want a fixed record of an order’s delivery before you refund or cancel it.
Open the audit report
- In Fileflare, go to Orders and click the order number.
- Open More actions in the title bar and choose View audit report.
The report opens on its own page, headed Audit report for order and the order’s name.
What’s in the report
The report reads top to bottom as a single document.
The document header
The record opens with its own heading, your store’s domain, and the date and time the report was generated. Every time on the page is UTC, so a record generated in one timezone reads the same to whoever receives it.
Attribution
Four fields say who this order belongs to and where it went:
- Order: the order name.
- Order date: when the order was placed.
- Customer: the customer’s name, or “No customer name on file” when Shopify didn’t send one.
- Delivered to: the email address Fileflare delivered to, or “No recipient email on file”.
Figures
Four figures sit above the events:
- Downloads: the total number of downloads recorded on the order.
- Unique IP addresses: how many distinct addresses those downloads came from.
- Files delivered: how many of the order’s files have been downloaded, out of how many were available.
- First download: when the first download happened, or None yet if nothing has been downloaded.
Download events
One row per download, oldest first.
| Column | What it records |
|---|---|
| Date and time (UTC) | When the file was served. |
| File | The filename that was downloaded. |
| IP address | The address the request came from. |
| Accessed from | Where the download was started — the download page, an email link, and so on. |
| Size | The size of the file served. |
| Device | The browser and operating system behind the request. |
Long histories are capped. Past 50 downloads the table shows the oldest 25 and the newest 25, with a line between them counting what isn’t shown and a note underneath giving the range it sampled. Downloads and Files delivered still cover every event; the IP figure counts only the rows on the page, and its label changes to Unique IPs (shown) to say so.
If nothing has been downloaded, the table is replaced with “No downloads have been recorded for this order.”
The report closes with a note that each row is a server-side record written at the moment the file was served — that’s the line that makes the document useful to a third party, so leave it in place when you print.
Save it as a PDF
Click Print record. In the print dialog, choose Save as PDF as the destination to keep a copy or attach it to a dispute.
The report is designed for print: the page’s own navigation and the “print this record” prompt are dropped from the printed version, so what comes out is the document and nothing else. Browsers name the saved file from the page heading, which is why the order number is in the heading.
Gaps you may see in a row
The report never leaves a cell blank without saying why. Three cases are worth knowing about before you send one to a bank:
- File no longer available: the file was downloaded, then hard-deleted from Fileflare afterward. The download still happened and the row still counts; the filename is simply gone.
- Not recorded: Fileflare has no value for that field on that row. Most often it’s the device column, when the browser sent a user agent Fileflare doesn’t recognize.
- No file size: the asset is a URL asset, which has no file size for Fileflare to record.
Common issues
- The report is empty. Nothing has been downloaded on this order yet. The attribution block and figures still show what was delivered and to whom, which is the part that matters when the claim is “I never got the email” rather than “I never downloaded it”.
- The customer’s name is missing. Shopify sent the order without a customer record — a guest checkout, or an order created in the admin. The email address in Delivered to is the stronger identifier in a dispute anyway.
- The times don’t match my Shopify order. The audit report is in UTC by design so the document reads the same everywhere. Your Shopify admin shows your store’s local timezone.
- I need the email history too. The audit report covers downloads. For the delivery emails — sent, opened, clicked — use the order activity timeline on the order page.