Customer is requesting Refund since the Etsy links to download a digital item are not working

[ArynGrauseCreations]

Hello,

I have a customer who ordered a digital item from me on Etsy. They are unable to download the item due to the links in emails and lack of button next to the order not working. I provided them the digital item via chat to resolve their issue. They are requesting a refund. How do I report the issue to Etsy and get them to cover the refund?

[TheCreativeHearth]

I'm curious why they want a refund if you sent them the digital item through the chat feature. 

[NanaLetha]

Tell them they must use a browser and not the app. You can also send to their email.

[TrinketDrawersUK]

Web browser, not app, click on Profile pic / Purchases and download from there. If you've already supplied them with the item there's no need refund, especially as it's digital.