Customers getting error message when trying to download the PDF files they purchased

[romantiquesvintage]

Anyone else having the problem that some customers struggle with downloading their digital items? I spend a considerable time assisting these people and often have to email them the files that they should have been able to just download. Is it just a problem with my shop? Most of my customers are able to download them, so this is just like 10% or so that have this difficulty.

It can be a lot of things, I'm not sure, the Etsy app I am told is one, then they might not get the email with the download link or it goes to their junk mail folder - not every buyer is tech savvy so the process should be a bit easier for them I think.

Now.... I don't mind interacting with my buyers because of this, but some are blaming me for the problem. I have three Etsy shops and two of those have a Star Seller rating, yet due to  these errors with downloads I am constantly fighting for maintaining my good rating in my third shop (oldest) - I mean it's still good but I get some really unfair reviews because of this technical issue.

I just managed to get back to 5 star and then BAMMM... one lady left a one star (without asking for help, which I always provide) because she couldn't download the file. Of course I messaged her to offer help and even apologised for something I haven't done, but not everyone will reply or even look at the messages from a shop where they had a bad experience. Or it could be another case of "review-bombing" which has been happening involving my best selling items.

But when I tried to use the "report review" button, Etsy gave me a grey screen and no way to do anything about it. Then I went and spent a good amount of time going around in circles trying to find a way to contact Customer Service. I don't know but it seems a bit like they do not actually want us to contact them.

A bit sad state of affairs after having been a good customer of Etsy for the last 7 years. I first tried to post this message in the Technical section but for some reason none of the tags I tried to attach would be accepted, and also won't be published without a tag???

PS: I would also like to see how can I finally set my automatic message reply in a way that it doesn't turn off. Because every time I think I turned it on, write the outgoing message, the next day it's not on again.

[CappuccinoLace · Accepted solution]

No it's not just you.

Buyers can't download through the app. Most don't realise this.

Buyers who do realise this, then don't realise it won't download to a mobile (sometimes depending on file type)

Sometimes there is an actual glitch with the etsy download website.

I would also like to see how can I finally set my automatic message reply in a way that it doesn't turn off.

The maximum time an auto reply can be set for is 5 days, then you have to turn it on again. The drop down "set auto reply for" is for how long you want it on, not how long before a reply is sent (this sometimes confuses sellers).

[romantiquesvintage]

Re. the automatic reply - you must be right! It certainly does confuse me.

And thanks for the reply about the download errors, I am glad it's not only me, but sad that it has been ongoing for such a long time and it's only gotten worse instead of getting fixed.

Yes I heard it from customers that mobile users are caught up in this and to be honest they are the majority as hardly anyone uses a computer for browsing now.

[CountryAtHeart2008]

its not just happening with the app, I am a seller using a desk top and I have to delete the uploaded images that are showing the oops message and re upload them.

[HazelsSewingSupplies]

From the OP - "I have three Etsy shops and two of those"

Maybe I missed it, but I find nothing in this shop that indicates that you have 2 other shops

You have to acknowledge all shops in each shop that you operate -

[romantiquesvintage]

Thank you for your reply. Maybe I have to? I don't know if I do, never had a suggestion for that. I don't know where do you do that and if it's a requirement for anything. But thanks anyway.

[PiecesOfMePaperCraft]

The only way to set your auto reply to longer than 5 days is to put your shop on vacation. I assume you don’t want to do that. 

I don’t see any mention of other shops in the account you’re posting from. 

[romantiquesvintage]

Thank you. I think I misunderstood the way it works as I used to set it to one hour, thinking it will send out the message after one hour LOL.

I just do my work, running the shops. I did all that Etsy ever asked me to do, if there's something else required, I will do that too if I know about it.

[VintageRescueSquad]

You can include information in your outgoing "message to buyers" which is sent automatically. If I were you, I would have information THERE (hopefully buyers will read communication from you even if they don't read the listing). Explain that it is advisable to download on a computer (not the app), how to find it on the app, and to contact you if they can't find it.

I would also include it in your FAQs. Even use a photo slot for an explanation. Cover your behind and save yourself some worry.

Yes, you have to divulge all your shops in each shop's profile:

https://help.etsy.com/hc/en-us/articles/115015651948-Your-Bio-and-Profile-Picture

It specifically states "If you have more than one Etsy account, you must list all of them in the Public Profile section of each account."

[HandmadeByBimby]

How do I as a user fix this issue.  I worked on it today following etsy suggestions.  Now my recent purchases both on app iphone and desktop are not there.  Please help!

[AubergineSunflower]

Still having this same download issue with the app/mobile in 2024.