Wetlook World Forum

Firstly, the key point is that the burden of proof of purchase needs to be the responsibility of the customer, not the producer or their hosting company. Which means, no producer or their hosting company has the time to entertain a "blanket request"...i.e. please send me download codes for everything I have bought from you for the last 7 years. This is not something any producer has the time to do research on, cos it would take many hours or days to do that research in their sales records and find that customers past sales infos and set up new download codes, so that is not feasible to entertain.  But what is technically possible, and is up to each producer to decide if they want to assist or not (i.e. I will try my best to assist  my customers if they have problems like this) is that providing  the customer can provide me with a list or copies of their past download cart ID numbers or emails orders, then it is a relatively easy task for me to "re-authiorize" a previously expired cart ID... but only for my sites on the Mothership system (which is where about 40% of all producers have their stores)  or on my Megastore personal server. This is because the mothershiip system and my Megastore system have a feature called "re-authorize a download" and so if I customer bought something in the past and that cart ID has since expired, just tell me what your cart ID was, and I can search for that cart ID number and re-activate again so it works for another 5 or 10 days etc.  So...if you are one of the 40% of producers who use the mothership system, then each producer is in full control of his cart ID process and can re-authorize old or expired IDs to let their customers re-download items again. If, however, that producer is one of the other 60% that uses the UMD system or Clips4sale.com system or other 3rd party checkout systems....then it is not technically possible for a producer to assist the customer viz getting new replacement downloads, because on the UMD and clips4sale systems the producers have no control over their back end cart id admin systems and all the cart ID administration is handled by the UMD or Clipsale companies....and not controlled by the producer, so no producer can grant new IDs or free replacement downloads on the UMD or Clips4sale system, because that is out of the realm of their control, so re-issuing cart IDs or re-authorizing previously expired Cart IDs is only possible to do if that producer uses the mothership system, and nott he UMD or clips4sale systems.

There is no current hosting company (the mothership, umd or clips4sale) that has designed an "insurance" system to guarantee file replacements for lost files since the beginning of time... and nor do they want to make such a system because of the burden it would place upon their limited manpower resources.

So the bottom line is this

- it is technically possible to re-authorize previously expired downloads, so long as a) that producer is amicable to the request and b) the customer provides a list of his past orders and cart id numbers and can show "proof of purchase" and 3) that producer has his site on themothership system or has his own personal hosting company where he can control his own cart id administrations.

- it is not technically possible to do this if that producer his has site hosted on the UMD system or Clips4sale.com system or has his site hosted on another 3rd party hosting company where they do not have any control over their cart ID administrations.

...cos then they cannot issue replacement cart ids or free download replacements even if they want to, cos the hosting company controls all that and they are not willing to allow customers to make blanket requests like this etc.

Each producer sets his or her own policies regarding how they handle situations like this, and I can only speak for my own policies....which are...

.... if a customer can show proof of purchase or tell me the email address they used to place their orders  (forward some past order info emails)  and they lost "some" items,  then I will do as much as I can to assist them and replace those items. But the requests have to reasonable and not too much of a burden....so if a customer lost a couple dozen items they bought in the last year, I can handle that....but I could not handle a customer asking for everything they bought from me over the last 22 years, or do research to find old order numbers if the customer cannot supply a copy of his past order emails.

Normally what I do, in order to save my admin time, is that when a customer loses "some"  files I will check their name and email address and pull up a report of their past history of sales over the last 10 years, and if that customer has many past sales and if their request is a small one (i.e. replace the last year of download orders) then I can handle that and re-activate their order numbers for the past 12 months. But if they have been ordering from me since I started in 1991 and lost everything from 24 years of orders then that would be too much work for me to research and reinstate all that, so I would probably give them replacements for items bought in the last 12 months only, and then some future credits or discounts etc..

MK