Buyer didn’t receive the digital download

[PartyPrintablesPlaza]

Hi everybody, 

I have just received a message from a buyer saying she didn’t receive the digital download of my listing (a digital printable bridal agenda)

she said according to her bank she was charged 3 times for the same listing.

I check my orders and don’t see anything related ti her or the listing 

she already check her junk/ spam folder 

what should I do?

[NanaLetha]

She has you confused with another seller of it’s a scam. Ask her for the order number.

[givemeacrown]

@PartyPrintablesPlaza - You can't see an order from her at all? Then she will need to contact Etsy Support as they handle the order and payment processing: https://www.etsy.com/help/contact

She can choose from the options there and after a few choices she'll see a grey "I still need help" button to click on which will give options to live chat, call and/or email. The support methods vary depending on the topic chosen, time of day, etc. 

Some digital sellers in the past week have mentioned an issue where orders are coming through as physical orders without download links even though the listings are setup as instant downloads, but it doesn't sound like your issue because they atleast are seeing the orders in their shop manager.

[PiecesOfMePaperCraft]

Tell her you have no record of the purchase and ask for the order number or a screenshot of her order page. I wonder if the payment is still processing and the extra charges on her card are temporary.