Digital item missing in Etsy confirmation mail?

[AOdesignDE]

Hi everyone!

I‘m selling digital items (crochet and knitting patterns) in two languages, so it‘s two PDF-files. 

Some customers have written me in the last days that they only received one link for one PDF file in the Etsy confirmation mail? Does anyone have the same problem? 

(I think they don’t have an Etsy account and pay with Apple Pay, so they can’t download it in their account) 

Appreciate any help!!

[funkydreamsmosaics]

There does seem to be an issue with Guests who purchase digital items only receiving a single link when there should be multiples.  There are several forum posts on it, including these:

https://community.etsy.com/t5/Technical-Issues/Guest-Checkout-Issue-Only-One-File-Downloadable-in-Mu... 

https://community.etsy.com/t5/Technical-Issues/Issue-With-Digital-File-Delivery/m-p/148607539#M92537...

[AOdesignDE]

Thank you!! I've been looking for posts like this, but didn't find any. 

It seems like no solution has been found until now,  I'll try to contact Etsy anyhow as they're apperently not changing anything..

[CatarinaBattista]

Hello,

You have the e-mail address of your clients.

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I would message them first on ETSY, saying that you are sorry for the issue, but you are going to send the downloads by e-mail.

And do it.

It is as easy as this.

Good luck.

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By the way I went to see your Shop, and I find it lovely.

[AOdesignDE]

That's what I do, as soon as they tell me they couln't download it I apologize and send them the files by mail. 

But I'm just wondering why Etsy isn't doing anything about it, the other posts are from months ago and at the moment I get like 5 messages a day..

And thank you for the compliment!! I appreciate it

[TesseraTrace · Accepted solution]

This seems to be an issue with guest checkouts.  I would suggest turning 2 PDFs into one, so it includes both languages or adding them both to a ZIP file, at least until Etsy fixes this (if ever)

[AOdesignDE]

I've been thinking the same, maybe I just put both files into a ZIP file. Is it possible to download ZIP files on a phone? I guess most of my customers use their phone for the patterns, I think I'll give it a try! Thanks!

[CatarinaBattista]

You can download the PDF files, both in one mail.

Or if the 2 PDF files are very heavy, divided into 2 e-mails.

For the ZIP folder, they should know how to open, and have a computer or laptop, I would send your files as PDF.

You want to be sure of how it goes, prepare your e-mail and send it out to yourself first. Like this you can see how it looks when someone receives it.

If you like how your mail is, make a copy and send it to your client. I always try sending the mails on myself first when it is something that must be in a certain way.

I hope that I have helped you, good luck.

[CatarinaBattista]

In ETSY, you can put your 2 files in a ZIP Folder. There is no problem, I sell digitals, and I put a lot of files in a ZIP Folder.

You can have more ZIP Folders to download

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For your information,

This is written in ETSY HELP to download a digital item:

How to Download a Digital Item

 You can't download a digital purchase through the Etsy app at this time. To download a digital file, please sign in to Etsy on your mobile browser or computer.

I purchased a digital item, but I don't have an Etsy account

If you purchased an instant digital download as a guest, you'll find a link to download your files in the receipt email that was sent to you after the purchase. 

Made-to-order digital items will be sent once the seller has finished them. If you no longer have access to the email account you used to make the original purchase, please contact the seller directly to discuss how they can send you your files.

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Maybe this is what they are doing wrong.

[AOdesignDE]

there is definitely a bug on Etsy's site, a customer showed me the mail they got and there was only one download link when there should be two. I will change to ZIP files so the problem should be solved, thank you!

[CatarinaBattista]

Your files should be downloaded from a computer or Laptop. NOT WITH THE PHONE, as I wrote before. This is very important.

[AOdesignDE]

I know that it's not possible in the Etsy app, I'm talking about people ordering as guests that don't have an Etsy account

[ButterflyFeetDigital]

Since there is a size limit on files, they cannot always simply be combined into one file. 

And yes, when a customer can't download all the files, use email.