Buyers Not Receiving Link to PDF

[AFrayedKnotBoutique]

Are you experiencing this?

I sell digital copies of the crochet patterns I design; have been since 2016. Every time a customer uses the Etsy app and pays with Apple Pay, PayPal, Venmo, or any other app that stores card numbers, the buyer doesn’t get a link to the digital copy/ PDF. I have spent so much time sending emails to customers that I am beginning to feel like I need a secretary. I have sent this information to “Feedback” and never get a response. I have even went as far as to have an automatic response in Etsy Convo explain how to receive the file. 

Why hasn’t Etsy fixed the app? It has been going on for a long time.

~ A Frayed Knot Boutique 

[PillowDetails]

Tell them to look in their Etsy purchases - there should be a link there, as well as in their transaction email.  I assume you've tested this?

[AFrayedKnotBoutique]

Trust me…this has been happening for so long that I know all of the ins and outs of it. I use specific verbiage to tell the customer about what’s going on and how they can find their purchase(s). Unfortunately, if they use the app to look up their newly purchase digital download, they won’t find it. The app isn’t meshing. They absolutely must go into a browser to use Etsy and then access their account. 

I know Etsy employees read things on the community page and my hope is to finally get their (Etsy’s) attention. Maybe they will start working out the bugs.

[AutumnHollowStudio]

They will need to log in to Etsy via a web browser, not the app, to download what they purchased.

[CraftyCornishMaids]

@AFrayedKnotBoutique 

If they are using applepay, they are probably using the app

they have to download from a browser

https://help.etsy.com/hc/en-us/articles/115013328108-How-to-Download-a-Digital-Item?segment=shopping

extract....

You can't download a digital purchase through the Etsy app at this time. To download a digital file, please sign in to Etsy on your mobile browser or computer.

[AFrayedKnotBoutique]

Yes, I have that in the verbiage I use for my automatic response. It is just really frustratingthat Etsy hasn’t fixed this yet. Etsy urges everyone to use their app, but the app doesn’t work correctly.

[AFrayedKnotBoutique]

Yes, I have that in the verbiage I use for my automatic response. It is just really frustratingthat Etsy hasn’t fixed this yet. Etsy urges everyone to use their app, but the app doesn’t work correctly.

[ArtDollsbyJD]

@AFrayedKnotBoutique   There is nothing to fix. Etsy is not willing to pay the extra it would mean to have the ability to download on the app.

[BigXStudio]

Unfortunately it's not something that can be "fixed." Downloads could easily be enabled in the app but it won't happen because mobile platforms (Apple, Android, etc) charge a 30% commission on any digital files downloaded via apps and there is no way around it. So unless sellers, customers and Etsy want to either take a 30% loss on each sale or raise their prices and fees by 30%, downloads will never be available in the mobile app.

[SurnamePro]

Just attach the PDF file with a message to the buyer. They can get it that way too.

You can't download a digital purchase through the Etsy app at this time. To download a digital file, please sign in to Etsy on your mobile browser or computer.

Digital items you’ve purchased can be viewed and downloaded from the Purchases and review section of your Etsy account.

[PieceByNumberQuilts]

As @BigXStudio said, Etsy will never “fix” the app to allow downloads because of the extra costs for in-app purchases.  I wish Etsy would put a little message in the app to tell buyers to use a browser. Apparently even that is too much to ask.

You might want to see how I use the personalization feature to notify buyers before purchase that the item is a PDF and that it can only be downloaded from a browser, not the app.  The buyer must type YES in the box before the order will go through.

Since I put that in about 2 years ago, it’s made a huge difference in the number of buyers who think they’re getting a paper pattern in the post or who are angry because they can’t download from the app. I know I lose a few sales from people who don’t read the personalization instructions and can’t complete the order, but I feel it’s a small price to pay for so many fewer download complaints.

[ButterflyFeetDigital]

I replied to your question below, but didn't put @(you)

[AFrayedKnotBoutique]

I did have to do that, too! I will have to add the verbiage about how to access it. Thank you!

[ButterflyFeetDigital]

I also think there is something going on that is unusual. 3 of my recent customers said they couldn't download and still couldn't after I gave them the usual answers - how to find the links and that they couldn't download through the app. I finally contacted Etsy directly through chat, and eventually got help from a human. 

[PieceByNumberQuilts]

@ButterflyFeetDigital   Are you able to share what Etsy did or said that made the difference for you?

[ButterflyFeetDigital]

They said there was nothing wrong with my files, and to share with them how to find the links and that they couldn't download through the app (which I already had done) and they sent me a link to share with them to contact them directly.