I'm new here and my digital shop is brand spankin new. A friend of mine was kind enough to want to support me and purchased one of my items but contacted me to let me know that she cannot download it. It takes her to a page repeatedly that says in progress. Credit card info is right and is showing up in her pre-auth charges. It's been 12 hours now and she was honest with me that if this was something she experienced from someone she didn't know she would leave a bad review for it. YIKES! I totally agree though. What the heck can I do? Is this something that happens often??
First sales take longer to process
Thank you for replying! Any idea how long is typical? I would be frustrated if I was looking for an instant download.
Processing time varies. You will both have to be patient.
Thank you!
An alternative site to use for immediate access to digital files is Patreon. You're on the hook for promoting yourself. But you don't have any of the listing fees, files can be up to 200 MBs each, it supports a decent selection of file types without having to .ZIP them. You can of course use .ZIP files to deliver file types not openly supported (like .exe program files). You can choose from the entire shop being:
01) Priced per item
02) Priced per tier as subscriptions
I believe both lets you setup differently priced tiers. Plus each tier can have its own set of rewards, prices, features, and you can envelope different types / levels of tiers into a bundle arrangement. For instance higher priced tiers can be made to include lower priced tiers (at your selection) to include the same features, rewards, items, etc. You're in control of most of how your Patreon shop works. Your patrons have a place where they can talk/chat with you by leaving posts, give "likes" to show support, can listen to whatever audio you've uploaded, watch any videos you've uploaded, there are public and private spaces as well. You have management controls that show you who has joined, how long they've been a patron, where they leave likes or comments, and so forth. The site allows you to setup automatic tracking of Patron rewards that require some sort of action on your part. This can be tangible and digital services of items. So it may mean collecting their email address, their preferred mailing address, phone numbers, etc. It really is geared more at your ability to run your shop the way you want to. Heck they even let you control what gets taxed or how to apply a taxation ratio to certain American states! General support tiers don't get taxed unless you want them to. They don't get taxed because a service or good isn't furnished.
But if you were to operate as a remote printing service those don't get taxed either. Unless local laws have changed. There may be creative legal loopholes around The Tax Man.
I use my Patreon to host downloadable galleries that can be viewed with any web browser. I do it this way so customers who use a capped data plan or cellular data can download the entire gallery, unzip it to their local storage, then take their time to look through tens of thousands of images without further dinging their data plan or data cap. Then it is a matter of choosing the images they want, choosing the product to have it made into, choosing their quantity, and sending it to me on Etsy for a custom order. No issue of fee avoidance.
But I also have direct digital downloads on my Patreon covering two years worth of Jigsaw Puzzles for Windows Personal Computers and cross stitch pattern .PDFs. I'm going to boost that to nearly everything I have when I have more free time. This is just an idea to give you of other ways to serve your customers. Oh, and Patreon charges the patron's credit card the moment they sign up if you go the subscriber route. After that at the start of each month the patrons are billed again. Patrons can pause payments and access at any time without having to cancel. But they can cancel anytime.
Basically Patreon is a blog with local file hosting and paywall.
FunFractals
Thanks so much for the description of Patreon as a service! I was a Patron for an artist I followed for awhile, but didn't make the connection in my head to using it a a way to host and sell my own digital downloads. An interesting idea to ponder and investigate!
Thank you, definitely something to look into for me once I get my feet wet.
It probably depends on the computer picking it up. Are they using a windows 98 or windows vista, Apple computer these are all the slow ones. I now have widows 10 to 11. This one is much faster. Then what is the printer. Is it an order model or is it newer.
My computer is an apple. They were attempting to download on their iPhone and then use their computer (not sure which) last night. As of late last night (16 hours) still no access to the product.
The age of the computer is what it is, if it is newer then the downloading is faster. So i would post that it depends on what you are picking the download up on.
I'm surprised at the responses that first orders take longer, even 12 hours or more! To me, this isn't normal at all. Etsy's been kind of glitchy the last few days, and maybe this is a further example.
Do you see the order in your Orders tab? If yes, then ask your friend to sign onto Etsy and go to "Your Account" at the upper right of the screen, then scroll down to Purchases and Reviews. If her purchase has gone through, then she should see it there with a download button. Then try downloading it from there.
If this doesn't work, contact Etsy to see if there's something not quite right in your payments settings that's keeping the order from going through. Getting hold of someone at Etsy is a challenge, but just keep at it until you do. (There are tons of other threads here about strategies for getting hold of customer support.)
No, it's actually a thing.
First sales will always take longer.
Even etsy says orders can take up to 72 hours to process.
I agree! I mean, I understand that it is common but in my mind it is a fail on etsy's end. If that is something beyond the sellers control- etsy should release a note from them to first customers letting them know that this can happen and has nothing to do with the seller and their product.
I do see it in my orders tab and she did try that route. She tried via email and then again through the etsy page. The download button is there but it redirects to the same page that says 'in progress'.
I'll touch base with her today and if its still outstanding I will have to give etsy a contact.
I'm really stunned, but I've been here so long I have little idea what new sellers now have to go through. Etsy should really figure out a way to let new sellers get set up with first orders without such a lag. The OP was wise to have a friend do that first order test, otherwise it's really not fair to either the seller or customer for a first order.
My thoughts 100%. I'm embarrassed and this is just a friend- I would be mortified if this was an unknown customer. I run another other type of business (not on etsy) and this kind of stuff just really makes me annoyed.
It is not Etsy fault. It is the computer that the person is picking it up on. The age of the computer is what it is, if it is newer then the downloading is faster. So i would post that it depends on what you are picking the download up on.
Iphone 12...? Is that too old? Over 24 hours now.
Don't try to download a digital listing on a cell phone or the Etsy app. Use a browser like Chrome on a computer. If she paid with a credit card, she needs to be sure her card will accept digital purchases. Have her try the Buy It Now button and use PayPal.
Thank you! I will pass that long. Hoping that works.