Customer's having trouble downloading digital files

[PinCushionSam]

In the last few days, I've had a couple customers message me and tell me that when they go to download the file, it says that it's 'not available'.

I just have one PDF for them to download, not zipped or compressed and not using any special characters other than a hypen ( - ) which I have used in all my other file names without problems . It's only just happened randomly as I have not changed or updated the listings in any way. These listings have been purchased before by other customers with no problems.

Is there anything I can do to fix this or is this an error on Etsy's behalf?

[CraftyMamaStudios]

Are they on the app? That's the most common issue my customers have. Etsy doesn't allow downloads from the app, so they have to go through a web browser.

[PinCushionSam]

I'm fairly sure they were downloading them in a browser or on a computer, not on the app

[SVGRox]

Hi

Check with customer they are not trying to download on the app as it won't work. 

[NanaLetha]

Ask them if they are using a browser - don't assume they are.

[PinCushionSam]

One of them wasn’t using the app. They were using their computer.  They also said it didn’t show up in their purchases tab even though the payment went through and they received an email to confirm their purchase 

[NanaLetha]

@PinCushionSam  Did they buy as a guest without logging in?

[CnCoDesigns]

@PinCushionSam  Hiya You're not the only one this has happened to, a recent customer described the exact same thing.

I've edited this request for help from her to give you an idea:
"I need help getting my download when I'm at my desktop computer on the purchase and review page I cannot see my recent order.
when I click on download it brings up this error message - You are trying to view a receipt that does not belong to you.
It's the download from my email that takes me to the error message. It's not from the purchases and review page as I don't see it there.
I tried placing another download order from another seller and I was able to see the download on both phone and my desktop computer.

She's not the only one to have had difficulties, and I do appreciate that customers can't use the app to do this - I have a note on my shop to say this, but it seems that this isn't the issue. And it is random as most customers have no problem downloading the files.

Please Etsy Tech guys, can you give us some idea why this is happening and how we can help resolve this, if we need to do something our end!

Cheers 

[ButterflyFeetDigital]

If you have the orders confirmed in your account, and they say they can't download and they get those error messages, I would suggest to have them contact Etsy directly. Usually when someone still has trouble after I have explained they can't download through the app, I email the files directly to them. 

[CnCoDesigns]

Thanks @ButterflyFeetDigital - I do email the files, but I've noticed this happening more and more of late, and I'm pretty sure that they are experiencing the same issues. I've had another order today and noticed that they haven't downloaded their files (and it was at least 10hrs ago when they placed the order. So I've pre-empted this and sent them the files to their email and messaged them to ask them if they have experienced issues. It's not fair to expect customers to chase Etsy, when we can't get answers as sellers!

[ImpossibleMothToo]

My other shop sells printables and I haven’t noticed an issue lately, but there are always the occasional glitches where the files aren’t available to download straight away.

I do email files if people are having problems downloading them, but I don’t proactively email the files if they haven’t contacted me first. Sometimes customers don’t download the files for days or even weeks. I’m sure if I looked back I probably have some that were never downloaded at all. 

[ButterflyFeetDigital]

I also do not email the files unless they have contacted me first. Over the years I have learned that people have different reasons for not downloading right away, even just too busy or not wanting to download until they are actually ready to print.

[ArtDollsbyJD]

@CnCoDesigns   I don't always download right away.  Sometimes I do it the next day.  My take would be don't pester the buyer until they contact you.  I see you say you sent the files via email that would sort of tick me off if I were your buyer.

However it is easy to download on a computer.  I seldom use the email Etsy sends.  However there are email programs that won't allow downloads to be done from email.  And sometimes it can be the security  a user has.

If you have not used the note area to explain things, use that area to give information about downloading. 

[AlyseCrochet]

This happens to me all the time as a crochet pattern seller. It’s almost always one of the following things:

1. Buyer tried to download with the app

2. Buyer checked out as a guest and the purchase somehow wasn’t tied to their Etsy account

3. Buyer checked out with Apple ID, which creates a fake email address so the purchase AND the confirmation email somehow end up going nowhere.

4. Buyer made two Etsy accounts and can’t remember which one they bought the pattern with

5. Buyer bought the pattern over 6 months ago and the download expired

6. Buyer checked out as a guest AND purposely entered a fake email address at checkout (lol)

It’s so frustrating! I wish Etsy would just make the download process more straightforward. 

[ArtDollsbyJD]

@AlyseCrochet   Download don't expire for 5 years.  I can download patterns from 3 years ago.

Guest buyer receives an email with the link so they have that.  Don't need an Etsy account.

[ButterflyFeetDigital]

The download expired? (#5) Etsy used to say the download link would always be available to the buyer. Has that changed? 

[ArtDollsbyJD]

@ButterflyFeetDigital   They do expire but only after 5 years or more.  I know this because I had to repurchase a pattern I bought over 5 years ago.  The download button was greyed out.  

[ButterflyFeetDigital]

Hmm, a bit confusing. Well, I'm sorry you had to repurchase. 

[ButterflyFeetDigital]

Okay, from the Help Center:

"There are generally no limits for when or how many times you can download a file. In most cases, you can access a file any time on your Purchases page, provided the transaction hasn't been canceled or removed." 

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

[CnCoDesigns]

thanks for all the helpful tips - my items tend to be time sensitive (birthdays) hence trying the pre-empting tack - customer was very happy as she said she was able to download them the link I sent her, but when she received the first email when she had ordered it, it said click here to see your downloads on Etsy but when she did click it, it didn't show the download. It could have been any number of the issues you highlighted @AlyseCrochet but I don't want bad reviews on my shop because it was difficult for the customer to download. If the customer is able to download from another shop then they are unlikely to think it is because of an Etsy glitch, more likely to believe that it's a duff listing.

[ImpossibleMothToo]

As they are time sensitive I agree it is worth being a bit more proactive. I also agree that some customers will go straight to blaming you for a download not being instantly available rather than thinking the Etsy system might be being flaky, or that they are doing something wrong. Not a criticism of the customer, they aren't aware of all the behind the scenes shenanigans we are - they just want their purchase.

[GraceAndLotties]

I had a customer give me a one star review for this without reaching out. Really stinks that an Etsy issue is reflecting poorly on me when I cannot do anything directly about it.

Are any of you able to see a customer’s email? I can’t see it anywhere, so I have to wait until they reply to be able to send a secondary copy of the PDF’s.

[BagmakerSupply]

@GraceAndLotties: "Are any of you able to see a customer’s email?" Using a browser, the eMail is on the actual order, click the down arrow next to the buyer's name.

[CuriousityShop]

Buyers email is also on a drop down under their name on the "Orders" page