Help with a sales download issue

[NannyNoodlesCrafts]

Hi.
I have had a customer purchase a pattern from my store, (auto download) and she has said that only 1 of the files have downloaded 3 times, instead of 3 different files.
I have checked my listing and the files, there are 3 there for download,
(1) LadiesTop12.jpg
247.69 kb
(2) LadiesTop12Ins.jpg
333.8 kb
(3) LadiesTop12Ins2.jpg
338.26 kb
The Lady said that she only recieved - LadiesTop12Ins2.jpg
338.26 kb 3 times....???
Can anyone help me with this please, the 3 files are listed in my seller section, I can see them ok, and they download to my pc ok, I can't understand what has gone wrong.?
I am new to all of this and I am not sure where to turn for help, as the lady has left a review saying that all the pattern is not there....
Many thanks in advance

[DreamesayaDigital · Accepted solution]

Have you checked the download status in the  'Completed' section under 'Orders  & Shipping' menu?

The order would be listed there, and you can click it to see more details.

The files would be shown there, each with its own status: downloaded or not downloaded.

You can check if the customer indeed has only downloaded 1 of the files instead of all 3.

You can offer to email the files to their Etsy email address.

[NannyNoodlesCrafts]

Thank you for your reply.

I have checked as you suggested, and it says that she has downloaded all 3 of the files, I also did send them to her via email, which she confirmed reciept of.
The thing now is, she has left feed back for her order saying that part of the pattern was missing, when in fact it wasn't and she had all 3 pages. I have wrote to her to request that she updates her feedback, but she has not responded.
This is making it difficult for my shop to get going, as I am new, and could do without this bad review, is there anything I can do?
Thanks again for your help.
Franky

[GroundZeroCreations]

Since all of the file names are so similar, maybe she isn't really looking at the entire names. Have you checked your listing to make certain that the files are correct. Human error like accidently giving a file a different name when it may be the same thing happens. I would just double check everything in the listing. The customer could possibly be saying that the files are all the same. And not that she didn't download them all. Sometimes customers get confused when trying to express a problem. 

And since you are a new shop, it is really important that you complete your shop policies.

[NannyNoodlesCrafts]

Hi, thanks again for your reply.

Yes I did check my listing, and all three of the files, they are all different.
I have checked that the buyer downloaded all 3 of the files, and I did also send them to her in an email, which she replied to telling me she had recieved them.
Infact another buyer has purchased the same item after her, and has downloaded them and is happy with their purchase, and got all the right pages, so I know there is no issue with the files.

What do I do about her review of my shop though? 
It does say that I can respond to her review, but then she won't be able to change what she wrote..... Should I contact her again asking her to change her review now that she has all the 3 correct pages, or should I put a response into the feedback section she has left? I don't know what to do for the best right now...
Thanks again for your help
Franky