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

[#1]

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!

[LessVanillaBoutique]

Yes I've been sending them external link for them to download, however my concerns are the reviews... they are not able to review... and when i click on the view files it says "in progress" - dont know if this will affect anyway on the delivery time frame.

[StudioAshleyCo]

This just happened to me. I know I can send them an email or Dropbox link. My concern is how unprofessional this makes me look.

[BigAngryDesign]

I guess this bug hasn't been fixed yet because I just had the same thing happen....sigh

[MacklinProducts]

I'm having a similar problem with a digital product.  Someone purchased it, but it sent them a message saying the transaction was unable to be completed.  They had bought another product and didn't have this problem.  It's a digital product, not sure what is going on.

[LessVanillaBoutique]

Yeah… the issue remains… the supporting team sent me email from time to time saying the same thing, that they are looking into it BUT there is not time frame for it… didn’t provide any solution for the possible reviews from my customers…

[elloprints]

Hi, did you manage to find a solution to this? I am new to Etsy and finding this situation very confusing, would be greatful for any help please

[DesignedByLeanneShop]

This happened to me for a while and I found it was a bug in the new listing format. If you go to edit the affected listing and then change it to a physical item under the "core details" pop up, and then click "apply". Then open up the core details box again and change it back to a digital, made-to-order item and click apply and then publish the changes. 

Hopefully works for anyone here with the issue too! 

[elloprints]

Hi, did you have to do this on every listing?  

How did you know which listings were effected or was it only when you then sold something you realised this had worked? 

TIA