Apple Pay users can't get their downloads

[chocolaterabbit]

@ModMatt  would you please forward this to the tech people, thank you!

This has been an ongoing problem for digital sellers. Apple Pay users are not able to get their downloads. We get no contact information for the buyer other than "Apple User". No email, nothing.

I've had many disappointed buyers emailing me and saying that the email Etsy sends them gives them no access to their purchase. 

I know this is happening to many sellers, and if you are one please reply so that hopefully we can get tech's attention.

[NanaLetha]

You need to tell them to sign into their account with a browser. they can download next to their purchase.

[chocolaterabbit]

@NanaLetha Thank you for commenting. I know, but by the time I find out that they used apple pay they are very upset.

There should be a fix to this to make it a smooth transaction. Hence the post.

[NanaLetha]

You can see right on the order where it will say "Apple user". 

[chocolaterabbit]

I get quite a few orders per day and with the instant downloading it's not something I check regularly unless a customer has a problem. 

I still think for the customers ease it should be seamless and Etsy needs to look into it.

It's an extra step for busy sellers.

I'm not sure why you think this isn't an issue.

[nineteen27]

we always have to think of a work-around until etsy fixes something.

i have an automatic message to buyers after they place the order... so if i were you...

i would add something to say what @NanaLetha said above...and hopefully that can be a temporary solution to the apple pay user download  issue.

[chocolaterabbit]

Thank you. I can add it to my faq section. I also wanted to call attention to the issue since Etsy has so many others. 

It will most likely end up on the bottom

[nineteen27]

you can add it there too but i never read that section...so probably lots of others do not read that section either.

do you have message to buyers set up?  the one that is sent in the confirmation email for the order.

[chocolaterabbit]

Yes, although it rarely works. 

[nineteen27]

this one.

https://help.etsy.com/hc/en-us/articles/360000337107-Message-to-Buyers?segment=selling

[ArtDollsbyJD]

@chocolaterabbit   Add it to your note to buyer.  That is better than FAq. 

[ArtDollsbyJD]

If they are on the app, they cannot get their downloads.  They have to use the browser on their phone.  Then they need to have PDF that works on their phone.  Not everyone has downloaded a PDF reader on their phone. 

How to Download a Digital Item – Etsy Help

[Mrsdepew]

I have had this problem dozens of times in the last couple of months - it is driving me crazy! Now when this happens, I cancel the order and refund it, then send them to purchase on my website where downloads actually work. If Etsy can't be bothered to fix such a simple issue, then they don't get their fees on my sale. Period.

[RomaQuilts]

It has been almost 2 years since @chocolaterabbit asked about this (Apple Pay users can't get their downloads) 'technical issue' and it is still happening... Thanks to @mrsdepew for your reply, that is my new work-around.

Hello Etsy?

[ModAngie · Accepted solution]

Hello!

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