Made to order digital purchase went straight to completed, can't upload the custom file

[HolyokePuzzles]

I have a product that is a made to order digital item. The customer placed her order yesterday and provided the personalization info. However the order went straight to "Completed" even though I wasn't given a chance to upload the custom file. The status reads as "Delivered"  but when I open the "View files" link associated with the order it shows as "In Progress" and there are no files.  I don't see any way that I can upload the custom file now. My only options for the order are Cancel or Refund. I've had other sales from this same product listing that worked correctly, so I don't think it's the way I created the listing.

I asked the seller to create a case for the order so I could get tech support, because I can't seem to find a way to get help on a order until the customer creates a case. But I won't be able to act on it for at least 48 hours after the time of purchase because of the wait time built into the system. I'd appreciate any ideas at this point, including tips for getting a hold of Etsy tech support faster. Thanks!

[ChristmasIsLove]

@HolyokePuzzles You can create the correct file and email it to the buyer, rather than waiting to see if there's anything Support can do (which they may not be able to). I really don't understand why you would ask a buyer to open a case against you, when there is a simple solution.

The only quicker ways to access Support are Chat or can request a phone call, neither of which involves a buyer opening a case.

[HolyokePuzzles]

I felt there were valid reasons to use the Case system. 1. I wanted to flag the issue to support because the underlying tech problem should be investigated and get resolved. 2. Once upon a time sellers were discouraged from emailing buyers outside of the Etsy platform. I guess that policy has changed now that digital sales are a thing.

For future reference to anyone else who might run into a similar problem, the buyer's email address can be found by going to the Orders page and clicking the down arrow next to their name. 

[ZehOriginalArt]

I am afraid the Case system these days is run by bot and may just auto refund the customer without a human ever looking at it. Better to let Etsy know in another way and just email the files to your customer.

[Yellowrosephoenix]

This literally just happened to me too.  Sooooo frustrating!  I did locate the buyers email and sent results that way but I also do not understand why a new order went straight to "completed".  

[HzMockup]

I am in the same situation. I just sent the picture by message in JPG format, it was still good and she was ok and happy. But the question would be, is this going to affect me in the reviews? Is she be available to give a review? what about the money if it says that is completed but I've never upload any files (only directly by message and solve the problem for the client).

[BagmakerSupply]

@HzMockup @Yellowrosephoenix : If you followed the steps described in https://community.etsy.com/t5/Announcements/We-ve-improved-our-made-to-order-digital-listing-experie... you might want to take a minute to submit the issue to Etsy - who knows when or if they will do something but if they receive enough reports someone may take a look at it.

[TBQSC]

"Is she be available to give a review?"  yes!

[BePREMA]

Hi! I have the same problem. All my last orders went to "completed". I wrote to Etsy support twice! and got NO answer at all. Did you solve this problem? Thank you in advance.

[CappuccinoLace]

It's possible related to the new listing format, or it's a bug.

made to order digital are being reverted to instant digital with no files.

Edit the listing, use the old listing format, change made to order to a date and back, or change to physical and then digital, make sure its stating made to order digital and publish. 

This should fix it for now.

[ashedesign]

I had the same issue with my made-to-order listings. I followed the instructions in CappuccinoLace's post and it fixed the issue for me. I'll copy the part of the post that worked for me in case it gets lost in this thread.

1. Edit the listing.
2. Change to the old listing format.
3. Change made to order to a date.
4. Change back to made to order.
5. Publish. 

My very next made to order sale was waiting for me as intended.

[BePREMA]

Thank you so much for your help! I will try this solution. Thanks!

[SakuraSignatures]

We have this problem too!

[SakuraSignatures]

Actually, it could be a coincidence but 1 day after I made the comment above, the problem was solved!

[WilcasStudio]

unfortunately, I also have this problem because I have just made my first sale and it immediately says completed so I have no option to download the file when it will created, it's very annoying.

[ArtbyLisaU]

I am having this problem today.  This is my first digital listing that is made-to-order and I followed the guidelines in the seller handbook to list this product.  Customer received a message saying his files were ready for download immediately after payment went through, order says completed, and under digital files it says "in process".  I'm going to contact Etsy support, but not holding my breath on receiving help right away.  

[StassiKStudio]

I've just had this happen today and came looking on the forum to see it anyone else had the problem which seems it's a bug with the new listing format. I emailed that order and went back through and edited my newer listings (any originally added with the old listing format were fine) in the old format and it appears to have fixed the problem as sales since have been back to normal and allowing me to upload the file. 

I did email tech support and hopefully they are working on it but since posts highlighting the problem are going back to July from what I can see I don't think we can expect an imminent fix. I'm hoping they don't remove the option to list using the old format until any and all bugs are sorted though. 

[NatureAuraCrystals]

This problem hasn’t been resolved, as this happened today. 

[GrayProvisions]

I am having the same issue with two made to order listings that were just purchased, went straight to completed and the digital files show in progress without a way to send - really need Etsy Support to address this. I'll write in as well.

[KGwesterndesigns]

Same today, I sent images via the Etsy chat that were fine for what the customer ordered, but the order seems to still say "in progress with no clear way to update to complete. Usually I only sell instant downloads, and this is from the app side, so I may try to investigate a little further on desktop version to see if there's a way to update there. I don't want orders in limbo to cause issues or refunds that are not warranted. 

[KGwesterndesigns]

Seems like for me the issue is only in app. I can access the options to finish the order and upload files through the browser, but not the phone app. App only shows/ allows to update custom order to in progress, but no complete or upload files options 

[AdoptionArt]

Did anyone find a solution to this problem? It just happened to me.

[farbschimmer]

The Problem is still there. What about when the old listing process is gone? That's annoying.

[LessVanillaBoutique]

My customer is not able to leave me any comments nor even see the purchase on her  "Purchases and Reviews"... This is affecting my reviews! I have 6 orders with the same issue... Has someone found a way?

[CuriousityShop]

Go to your order page, and under the buyer name is a drop down with their email. Let them know you are sending the custom custom file to their email address and they can download it from that.