Digital order issues

[DigitalCreativs]

I am hoping to get some help on digital orders.  I have recently had 2 customers saying they never received their digital order.  I explained that they received the order in an email from Etsy, but they are saying that it never came.  I also explained they should be able to locate the order under their purchases, but I never really get an answer if they can locate it there.  Has anyone had issues with customers not receiving their orders from Etsy? Any advice is greatly appreciated!  

[CryzalisDesigns]

Surely you can see if both these orders have been downloaded? if they have not, could you not send them it as an attachment to their email?

Also if they click on Purchases and reviews in their Etsy account, they can also download it there

[CraftyCornishMaids]

The info on how to download them is in an e-mail, the digital file itself is not.

When they download, they can't do it through the app, they have to do it in a browser.

If they are really stuck, e-mail them the file.

[SVGRox]

Don't email them the file as if its digital and they have not downloaded the file and they complain to Etys they will be refunded by Etsy so they will get the file for free. Send them the guidance on how to download and refer them to Etsy support if they have technical problems with downloading,