Digital items shipping

[yarnacadabra]

I sell digital files, and today I received an order that requires shipping. What I don’t understand is that this has never happened before, and of course, I can't ship a digital file. I contacted the customer and sent her the purchased patterns via email. I also updated the order status, noting that I can’t provide a tracking number because I’m sending a digital file. However, the customer still can't download it from her account, and I can't see the order marked as completed. What’s going on?

[PieceByNumberQuilts]

Are you sure that you specified in the listing that it's a digital and not physical item, and that there's a digital file loaded into the listing?  I've heard about a lot of Etsy glitches over the years, but not this one.  

If the listing is not correctly set up, then any customer who purchases that listing will never be able to download the file, even if you go in later and update the listing correctly.  Only future buyers of that listing will be able to download the file(s).

[yarnacadabra]

Yes, I'm sure. I've sold these products multiple times, and this has never happened before. I really don't understand this situation... My shop has only had digital files from the beginning.

[yarnacadabra]

Oh, and the customer said she bought 6 other patterns along with mine and had the same issue. 

[NanaLetha]

Does it say not downloaded next to the order?

[yarnacadabra]

No, I’ve sold over 900 digital patterns so far, and I've never had a case like this.

[ArtDollsbyJD]

Check to make sure the listing is still on digital.  Did the buyer ask you to ship?  Your listings do not show digital or PDF in the title.  The buyer might have been confused thinking this was a printed pattern.  Not everyone catches the digital notice as it is low in the listing.

If it appeared on a physical listing then something happened to the listing.  It should not have needed a tracking number or marking complete as that is done automatically when purchased.

[Amaradorn]

Which listing is it? You can post a link here.

[yarnacadabra]

This: https://yarnacadabra.etsy.com/listing/1182158460

and this: 

https://yarnacadabra.etsy.com/listing/1782893060

[PieceByNumberQuilts]

I suggest you contact Etsy help and open a ticket.  You’re right, they’re both showing as digital files, with the number and type of digital files shown automatically by Etsy. It seems like a very strange thing to happen, and none of us here in the forums can see more about the transaction that might offer clues.  It would be interesting to track if the same thing happens when a future buyer buys one of those same listings.

[yarnacadabra]

Thank you for your time and kindness! I will open a ticket. Today, I received a new order for one of the mentioned listings, and this time everything was okay.

[yarnacadabra]

I'm back with an update: This is a technical issue on Etsy's side, and they're currently working on it. Thank you all for your help and time!

[LittleHirariDesign]

Hello! I saw that you mentioned having the same issue where a digital order was being treated like a physical one and showing up as an open order to ship. I’m dealing with the same thing right now, and I was wondering if Etsy has already resolved it for you?