Issue With Digital File Delivery

[PatternsByPUPERITA]

Hi everyone,

I am having an intermittent issue with my shop, where Etsy is not delivering the files properly(glitch). Each listing typically has 3 files, but occasionally Etsy is only sending the 3rd file and missing the first two. I have had to email the files to customers, and I feel it weakens credibility on my end. Has anyone else had this issue? I am not sure how to get it resolved. So far around 4 people out of 800 sales have emailed me with this issue. One did send a screenshot as well where Etsy prompted them to "Download 1 file" where it should be 3. It is not any particular listing. Can anyone offer assistance or advice with this issue?

Thank you, 
Kim 

[PieceByNumberQuilts2]

Do you see a trend in the file formats that Etsy is overlooking?  Could be a tech glitch there.  I’ve not (yet) had this happen in my shop, but I only have PDFs and a few ZIPs.

[PatternsByPUPERITA]

They are all PDF files but it seems to be the 3rd PDF file that is sent, so the first two are missing.

[funkydreamsmosaics]

I don't have any advice, but I can tell you it isn't just you.  I recently purchased some digital files. There were 3 sets of files to download.  I only received a link for one.  So I had to contact the seller to get the rest.

Since the seller replied immediately with the missing files, I didn't think it hurt anyone's credibility.  But it is a hassle for both buyer and seller.

[PatternsByPUPERITA]

Thank you for sharing. I figured it wasn't just me because on my end, the files all show delivered and the listing shows the 3 files. How do we get Etsy to fix it? Is there a way? haha. I am glad your issue was resolved quickly by the seller! 

[VintageArtistryCraft]

Does that happen when the buyer is a 'Guest'? I also sale digitals and from time to time the guests can only download one (of few) or none of the files; It's not too often, but it happens

[PatternsByPUPERITA]

It does seem to be people who have purchased as guests. Thank you for sharing. I just am not sure how to get it fixed, if possible? 

[ItalianPaperCuts]

it happened a few times, (my files are all in zip format) especially with those who buy as a guest not to receive the download link, I also have some products that have two or three files, but it never happened that they received the link for just one file.
the only solution is to send them by email, the same email with which they made the order

[PatternsByPUPERITA]

Thank you, yes this is what I have been doing. I was hoping Etsy could figure out the bug and fix it, but not sure how to get that to happen, haha! 

[ArtDollsbyJD]

The files are shown separately to download.  So possibly the buyer misses that he has to download all three.  Or tries to download and misses that he is downloading the same file.  I get confused since many sellers do not use distinctive enough titles for me to know what I downloaded and what I didn't.  

[PatternsByPUPERITA]

I agree this happens sometimes and I have helped people through messages download all of the files. One person did send me a screenshot which showed it said "Download 1 file" vs 3. Very strange! Something with Etsy's file delivery program.