Digital download problem. Is this a scam.

[BeljaysFelt]

Hi

I have a customer contact me for help. They bought a digital download item (A craft tutorial) Their first contact said they couldn't download it and that they couldn't see it in their purchases and they have spent ages trying to find  them and download them. They then asked if I could email the instructions and included an email address.

I suggested they try to find them by logging into etsy via a browser and not via the app.

They returned saying it is complicated... they have a sellers account and a buyers account. The one they bought it on is on their ipad. They then said they can see it on their ipad but want to print out the instructions but they can't print from their ipad and when they try to get it on their desktop it says there is nothing in their purchase files ("even though I've purchased loads of things before"). They then go on to say that the only thing they can think of is to purchase it again using their desktop and would I then would I refund the original purchase.

Again I  advised to log into the account they purchased it under via etsy.com  not the browser to find their purchase and to let me know how they go. That was 2 days ago and I  haven't heard back yet.

I feel that something is not right here.

Any advice?

[PrairieCrocusStudio]

Did they purchase as a guest? If so, the purchase will not show in their account. 
Do you see that they have actually ordered from you, and it's marked paid? 
When my buyers have trouble downloading, I just email the patterns to them. 

I don't think it's a good idea to have them repurchase for a refund, if you can see the original order. Just email it. 

[VintageRescueSquad]

If you can verify that they did purchase, just email it to them. They've paid. Good customer service.

[CountryAtHeart2008]

I agree with this answer, I sell digital items too, If they have issues downloading and if I can verify they have paid I will just email it to them.  saves a lot of time and its great customer service.

[Amaradorn]

1. You could email it to them but use a new email address which is not associated with your Etsy account(s). Of course, if it is a scam then you might still get spam.
2. You could suggest that they email it to themselves although they will have to use a browser to download it to their iPad first.

[BeljaysFelt]

The thing is, the story changed. First, it was that they can’t find them, then, the next day, they can find them on their iPad and open them, but they want to print them and can’t do this from their iPad. If they can see them on their iPad, they should be able to either access them from their desktop via a browser, or email them to themselves and open the email on the desktop.
Added to that, I can’t email them at present as the original files are on an external hard drive that I left at a relatives place. I told the buyer this and made all these suggestions of ways to access the files to print and if it still didn’t work to get back to me. I haven’t heard back since.

[PiecesOfMePaperCraft]

self deleted 

I got caught up in an old thread 

[MaggieandRose]

On an iPad you can open your file in the listing and send it in an email via go-getsy. 

[Crochetlovemelbourne]

I think if you haven't heard back they may have just given up and worked out to do it themselves as they should be able to as you said. I have had a number of people ask me to email crochet patterns to them and I always first cut and paste the download instructions and then only email if they're persistent or seem really old and clueless, certainly does happen but the story changing sounds a little weird..it's very tricky as we all want to give good customer service but I'd be there all day if I had to email every customer plus none of us wants to be scammed and you can't be too careful lately. Sounds like you dealt with it as well as you could.

[BrooklynJoyMakes]

I've had something similar happen the last two sales! I had one buyer saying they logged in as a guest and couldn't access the files, but when I told them to check their email receipt they said it worked.

The next buyer said they put the wrong email address in and wanted me to email it directly to them (basically rectifying the last buyer's flaw). 

My partner works in Cyber Security so I'm very sus about giving out email addresses. My only option is to send it from an email address that isn't connected to my Etsy, but I want to avoid that. 

[CuriousityShop]

I-pad has a different operating system than a regular computer, I don't think they can even put it on a thumb drive or SD card . (I don't own one.) So it is probable they are telling the truth. And if they have two accounts, they may be looking at the wrong one on the computer, or as someone said they may have purchased as guest. They should have gotten an email from the Etsy system to confirm they bought it which has a link, but they might have just trashed it. Their email address in under the name they used ( a drop down menu)  to purchase it in their orders & shipping. Use that and send them the file. I do that with patterns if they say they can't find it I just note : Here is the file you ordered attached to this email. Download it somewhere you can find it like your "Download Folder ".

[SVGRox]

Hi

It does sound suspicious, especially if they are a seller claiming not being able to use the download function. You have already tried to help them by sending them Etsy download guide so i would refer them to Etsy support. I would not send them any files via email as if they dispute they never received it, as on Etsy it will show not downloaded they will get the file and a refund which is a scam.

[PlansForWoodworkers]

I dont understand why people insisting to download a file from ipad or iphone, didnt they know that you cant download most of the files from apple mobile devices. Actually i dont send the files from email. Because in this case they can open a case and request a refund. Because they seems like didnt downloaded. If the file is bigger than the limits, then i add a pdf to product that includes google drive download link. 

At least your customer realizes that its a digital file. Everyday I am accused of being a scammer because they dont know that the product that they bought is digital file.

[FabioMcMustache · Accepted solution]

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