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Rule n° 36 - The method for retrieving a dematerialised or digital product is specified before placing the order.

Buy a movie to download from their smartphone in anticipation of the evening ahead, intending to download once off the plane only to realize after finalization of the order that the download is only available from their home country. Better to avoid this kind of disappointment to customers.

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  • Allow users to plan ahead for the conditions and means of accessing the service or the virtual item.
  • Avoid disappointments and complaints.


Specify in the product sheet or in a dedicated page accessible before the start of the order how the user will get the product: delivery time, how long it is available, format, channel (e-mail, download, online access, etc.).


Manually check that there is information available on how to collect the product before the start of the order.

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