Customer Says She Cannot Open The Downloaded File

[SewJoyfulandBlessed]

Hi, I just had someone order 2 of my PDF download patterns and then message me a half an hour later and say she couldn't open my PDF download. She says it's not a PDF but that's what I made it a couple years ago! And I have never had anyone have any problem opening the file. 

The order says delivered and downloaded and with the Etsy listings not working right now I can't go in my listings to check and see if the link still works for a PDF download. (Though I'm not sure why it wouldn't....). Does anyone have any suggestions what to do?

It looks like she's on a phone and she does have an account. (She sent pictures...)

[SewJoyfulandBlessed]

Bumping for help....

[NanaLetha]

They can’t download with the app.  They must also have a PDF reader installed on their device.

[VintageRescueSquad]

Did you try emailing it to her? The email address is on the order.

Also, explain that she may need to open it on a computer rather than a phone. Many people can't find downloads on their phones.

[SewJoyfulandBlessed]

Ok, thank you! I just emailed her, so we'll see. She had ordered other patterns as well and they opened fine for her she said. 

[MilestonesbyLynn]

This is also true for non-mobile device customers.  I mostly sell digital, and about 1 in 15 people email me telling me they only see my thankyou download.  I provided more clear instructions with a screenshot on how to get to their order section, but some still tell me there is no download.  Anyone else experience this.  I have not been able to figure out why, or if its on the customer end.

[ModAngie · Accepted solution]

Hello!

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Since this thread is indeed a bit older and the information contained here may be outdated, it will now be closed.

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