Customer saying instant download, digital product order not showing in purchase history

[BBBCoCreations]

Hello!

We recently got a message from a customer about an order saying that the digital product order (the order itself) was not showing up in their purchase history. We have the order on our end but the customer insists that the order does not show up at all in their purchases. But the order was for a digital product-- an instant download with no refunds policy. We have checked everything on our end and it is working fine.

Is this a technical issue with Etsy or is something else going on? Has this happened to anyone else before?

We sent the customer the digital product separately but we would like to know what is happening, and don't want to get a poor review.

[NanaLetha]

tell them to use a browser and not the app

[PieceByNumberQuilts]

I’m guessing they either have 2 accounts or placed the order as a guest or using their Apple, FaceBook, or Google credentials. You can see on the order if they were a Guest or used their Apple ID. (I don’t think you can tell if they use Google or FaceBook.)  To download, the buyer has to be logged in to the same account they used to purchase.

there’s an Etsy help page which may help you and your customer https://help.etsy.com/hc/en-us/articles/115013328108-How-to-Download-a-Digital-Item?segment=shopping  particularly the section about purchasing a download as a guest.

[BlaqKat]

I appreciate the worry for a low review, but in truth, you can do everything right and some people will still leave a bad review. You answered the customer's issue, sent them the copy separately. So you fulfilled your requirement.

You could follow up just saying, hope everything is okay and thank you for letting me know about the issue and as @NanaLetha said, maybe find out if they tried to download via the app or a browser.

We all get the odd bad review and it rarely does damage, so don't sweat it and remember if anyone ever leaves you a bad review, reach out politely to see if you can rectify the situation and let them decide if they will then change it. If they don't change it, leave a reply that is professional and aimed at other buyers reading it.

[HunnyBMarket]

Have you tried to email the files to the customer? It won’t necessarily make it show up in her purchases but they will get the files to use.