Digital Downloads- "My order hasn't arrived"

[ArtworkbyGabrielle]

Does anyone know if this is a known issue for digital downloads? I've gotten this help request a few times over the last few days.

You need help with: My order hasn't arrived

Your ideal resolution: replace

One customer said, "there doesn’t seem to be a PDF to download."  But I've checked, and all my PDFs are there on the back end.

Is this something that happens if customers use the app? Thanks for any insight into your experience!

[Amaradorn]

You could just email it to them.

[marKanvas]

I had a similar issue with my very first sale, I got this message from the customer:

Note for seller: I can’t seem to be able to download the file

I uploaded the file on Google Drive and sent her the link immediately; anyway the day after I checked the order and the file had been regularly downoladed from Etsy store. I never had any other feedback by the customer, so I suppose everything was OK

[PieceByNumberQuilts]

I don’t think there’s anything specific going on right now.  I find that customer difficulties with downloads comes and goes in little spurts.  I can go a week with no problems (and several dozen orders), and then have 3 customers contact me in a single day that they can’t find their order, or can’t download.

Also, you can’t download using the Etsy app, which confuses buyers who use the app.  I’ve added messages everywhere I can think of telling buyers to download using a web browser, but still some just don’t read or understand.

I now just send those orders by Etsy message or email rather than try to figure out exactly what went wrong with any given order. Customers don’t really care why, they just want what they bought.

[chocolaterabbit]

I've had that happen quite a bit with my customers over the past 6 months for some reason. A lot of them are new buyers that haven't gotten downloads from etsy before. Sales from the app and from the site.

I just email the files

[ButterflyFeetDigital]

They might be trying to download it from their phone or app. You could send them this information from Etsy:

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

[ArtworkbyGabrielle]

Thank you all for the help! Appreciate it!