Customer can’t download digital purchase

[RaysofGlitter]

A customer purchased a digital print and is unable to access it. In her purchases section it says “delivered”. How can she access it? Or is there something I should do on my end?

[audreytherese]

You can try to email it directly. You should have their email in your order confirmation. 

[PrairieCrocusStudio]

They might be trying to download it from the App, which does not work. They need to use a browser. If that does not work, I just email them the file and make a note on my receipt. 

[givemeacrown · Accepted solution]

If they are using the Etsy app they won't be able to download it. They need to use a computer or mobile device's browser to download files.

In your Orders, "Delivered" indicates that the payment has been processed. Does the order also show the words "Downloaded"? On my main orders page I see "Downloaded" and "Not downloaded" with a light grey line around the words to the right of the Quantity for any downloadables.

[RaysofGlitter]

Thank you!

[CynthiaLynnBeeShop]

My customer is only getting a script box for the png file they purchase. Could this be the reason?

[SpooceKnits]

This has been ongoing for months now.  Why doesn't etsy resolve it.  I have lost sales due to having to refund them.  I always send a thank you with how to access their downloads if they are using the app but not everyone either knows/or is willing to do this and just keep messaging me.   I offer to email them, but again not everyone is happy about this as they just want to download the item as they think they should.  I get the blame and irritation and this is really not fair.

[Crochetlovemelbourne]

This often happens. I have a pro forma letter I just copy and paste telling them not to use the app or email and to open using web browser where they can usually access it as said above. Occasionally if they really can't download it even after doing that I will email it to them.

[NeffelieWitchyStuff]

I keep having the same problem! 

I usually send the files via email, but it is a pain.

Will ETSY ever fix this problem??

[DigitalAIArtForAll]

It would be nice if they changed "Delivered" to "Paid" so as not to confuse customers.  I just had another person tell me they haven't received their "Delivered" item and had to go through all the steps to actually access their file, plus email it to them... <sigh>

[Sheffiesfreshies]

I ended up having to delete my etsy app from my phone because even though I went on etsy.com, when I clicked on my purchases, it still opened it up thru my app. Once I deleted my etsy app off my phone...I was able to see and download the files. Hope this helps someone who is having problems like I was. 

[JDTotesnDolls]

On a phone you can download the digital from the browser on the phone.  Has nothing to do with the app,  The app does not allow downloads.  For Etsy always use a browser be it PC or phone.

[givemeacrown]

@JDTotesnDolls Unfortunately there are settings that can control how certain links from a phone browser will launch a related app. 

It can be tricky digging into a phone's settings to find where to tell it to not launch an app and to let you continue your task in the browser.

[ModJose · Accepted solution]

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