Etsy Ireland need to approve the order before my customer can download

[paperlessorprintable]

Hi - I was wondering if anyone else had experienced this.

I had a customer purchase one of my templates yesterday (for context - this template has sold multiple times recently with no issues). They contacted me to say they were receiving an error message for download of the template links PDF, they have been able to download the Top Tips PDF that I also supply with each template. After redirecting them from the Etsy app to the browser, with picture instructions for where to find purchases, they told me that they could not see any of their recent purchases. We agreed to wait to see if this was an issue with anything clearing. I have contacted them again today to see if the purchases now appear - they said that they still cannot see the purchases "because it says that Etsy Ireland needs to approve of the order". I am also confused how the Top Tips could be downloaded and not the Template Links.

I just wondered if anyone else had ever experienced anything like this and what I can do to help?  If so, why would Etsy need to approve for the customer and how long does it take usually?

Any advice is greatly appreciated, I like to give great customer service so wanted to understand this more. 

Thanks in advance

Eva

[Amaradorn]

Sounds like the transaction has not completed processing properly. Or could be a scam.

Can you see the order on your open Orders page?

If you can't see the actual order details then the customer will need to contact Etsy support themselves.

[paperlessorprintable]

Hi - thanks so much for coming back to me and your suggestions. 

I was worried the same about possible scam at first but I have the order showing in my orders page and it shows that the Top Tips is downloaded but the template links pdf is not. 

The customer confirmed today that they have the same things showing for another purchase from a different seller also. They said that they downloaded Top tips which was there at first but even that has disappeared now along with this other purchase. I suggested that maybe the card they have used still needs to be verified or something maybe? I am at a bit of a loss but did say to contact Etsy support.

I just thought it was so strange as no customer has ever said anything like this before - thank you for the suggestions too

[GlassyFields]

I find it hard to believe it's a credit card needing to be verified ... that would have been done at the point of purchase. You would see Payment Processing or no order at all on Etsy.

If they're using security software, it might be blocking things. My Norton Security sometimes blocks things simply because it's not familiar with them (like scripts I write for my own use).

[paperlessorprintable]

Thanks for this info, I definitely see the order and it is not processing so that is good to rule out. This is also a good shout about security software - I will message the customer again and suggest that this may be possibility also - thank you for the suggestions

[CanningCrafts]

I've actually had a few orders show up in my queue as processed & paid, but get canceled half a day later. That is strange & not typical though. 

[ZehOriginalArt]

Can you just email the PDF to the customer instead?

[paperlessorprintable]

I have offered this option now as I feel awful given it should be instant access and we don't know when Etsy will approve it. I suggested that they will still need to contact Etsy support as they said that there is another purchase from a different store also not showing and waiting Etsy approval. Just very strange and I have not encountered it before

[CanningCrafts]

Where is your buyer located? There are a few things mentioned in the handbook about verifying payment after a purchase is made. Looks like it pertains to EEA & EU customers though. EU customers need to check off a box before completing an order for digital items. I wonder if something wonky happened when the order was placed that is now impacting the complete download??

https://help.etsy.com/hc/en-us/articles/115013196707-How-to-Purchase-an-Item-On-Etsy?segment=shoppin...

[paperlessorprintable]

Yes the buyer is in the EU - I just read on the link you sent about the box checking step, I wonder if they didn't do that and this impacted it. I am awaiting a response from them to see if they had any response from Etsy support - I'll post back if they get to the bottom of it. Thanks for the helpful info

[NoFrogsAllowed]

Could it have anything to do with having to have and disclose an economic operator to comply with the Digital Services Act?

[paperlessorprintable]

Hi - thanks for the suggestions - I had not considered this as a possibility - just because it seems to be an issue on the side of the buyer as they said none of their purchases were appearing in their purchases section (others that were not from my store too) - it is very strange though as I have never seen any other customers say this or even experience it myself as a customer