Downloading digital files

[lucyravenscar]

I know that digital files cannot be downloaded via the app, and it's a known problem that will hopefully be sorted out one day. I tell my customers to use a browser, and try to talk them through it if they have problems. However, when testing it out on a downloadable order I'd made myself, I found that even if you use a browser on a phone to look at your order, it automatically takes you to the app if you have it installed, thus making it impossible to download files. You either have to delete the app, or use a different device without the app. Is this an actual fault, or just another limitation of the app? It seems to be making it increasingly difficult for customers to download files.

[BagmakerSupply]

@lucyravenscar: "... even if you use a browser on a phone to look at your order, it automatically takes you to the app ..." On Android devices, at least, there is a setting to deal with this. We have seen reports that this only happens if you are logged into the app.

"... a known problem that will hopefully be sorted out one day." Not likely unless Apple and Google change their fee structure for digital downloads through an app.

[AnniebelloPaper]

I just had this same issue with a buyer not able to download. She even clicked the link in the email that Etsy sends to 'download' ... and yep, took her back to the app where she can't download. I ended up having to email her to files. I now have an order that is marked 'delivered' but is alsom marked 'not downloaded'. This needs to be fixed!!!

[CuriousityShop]

Try logging out of the app.

[TerrificTemplatesCo]

You have to manually go to the website via a browser on your phone and open your purchase history to download rather than clicking links (link clicks will always default to the associated app).

[samanthaBdesign]

This issue drives me batty and just creates upset customers and more work for me (messaging them and often having to send the files manually). No matter how many times I tell a customer that they can't access the files via the app, they still try to. And otherwise, they click the link from their email and it takes them to the app. 

[Crochetlovemelbourne]

Yes, I often have issues with this and I really really wish they could download files from the app and the email they received.

[BagmakerSupply]

@Crochetlovemelbourne: "... wish they could download files from the app ..." Two options. #1 Convince Apple and Google to change their fee structure for digital purchases via an app. (Apple takes 30% of all transactions for in-app digital purchases). #2 Convince Etsy that you and all other digital sellers are willing to pay this as a surcharge.