Download button not available

[CalumetKnits]

I've had a couple mention that they do not have a "download" button for patterns that they have purchased from me.  They are not using the app. Both are using Chrome with a tablet. Anyone else have this issue? Anyone know of a fix?

[PieceByNumberQuilts]

That can happen if they purchase the pattern either as a guest, using an alternate sign-on (Apple ID, FaceBook, Google), or with a different Etsy account.  They need to be signed into the account they made the purchase under.  If you can confirm the order on your side, even if they have no download button for whatever reason, you can and should send them the pattern directly.  I have to do this pretty often (several times a week).  I use Etsy messages (so the history of correspondence is on Etsy as much as possible), but I also offer to email the pattern to them if they confirm which email address to use.

[CalumetKnits]

It wasn't a guest account; I usually see that in my history. I'm not sure if it's an alternate account and it didn't appear to be a different Etsy account because they are showing me the screen shot of the their account with the pattern confirmation. 

I would like some more information the alternative accounts, do you happen to have a link that explains this?

[ArtDollsbyJD]

@PieceByNumberQuilts   Etsy has changed how the page looks for downloads.  There is no download button.  The buyer now has to open th order up to get the download button.

[BagmakerSupply]

@CalumetKnits: If you look at the actual order, the alternate sign- on accounts will show you something like "Order from Sign in with Apple user".

The "sign in with ..." buyers need to sign back in the same way as they purchased in order to download and they can only download via a browser.

[PieceByNumberQuilts]

@CalumetKnits  No, I couldn't find any links about it, and I also couldn't get any clear information about how it worked from Etsy support.  

Sellers can see when people order signed in as guests or with an Apple ID, but not with Facebook or Google IDs.  I had one customer who told me that even though she had a regular Etsy account, she just found it easier to log in with her FaceBook credentials because she didn't have to look up her Etsy password.  But that meant that her digital purchases made when she was signed in under the FB ID weren't associated with her regular Etsy account.  It was as if she had two separate accounts.  And frankly it was just because she figured out what was going on that I became a bit more aware of the Google and FB options and what it means for digital purchases.  I think a lot of my customers with download problems have probably done the same, but they don't tell me they used an alternative sign-in, and I just send them their order rather than quiz them about how they ordered, LOL.  

[NanaLetha]

Did the payments clear?

[CalumetKnits]

Yes. It was marked "delivered."

[ArtDollsbyJD]

@CalumetKnits Have them check the email and that offers one way to get to the download.

Sometimes the download button takes a few minutes.

Etsy has changed again how the page looks.  Have them clickk on the receipt button.  That opens up the order.  The download button is located there.  I just bought one and yes they did change how to download from even a week ago.

[PieceByNumberQuilts]

@ArtDollsbyJD  Thanks for mentioning this - it's been a few months since I've ordered a download, and it's a good reminder to do so again to see what changes Etsy's made.

[CalumetKnits]

@PieceByNumberQuilts  What do you mean by open up the order?