My clients have difficulties using the Etsy App to download my products

[ElDuendedelosHilos]

Good morning!

I write to you with a doubt I have about the Etsy App on phone, I have a shop where I sell digital products and lately I'm receving lots of messages of customers that are unable to download the product using the App.

I normally tell them to try it on a computer or I have to send the PDF through e-mail.

The problem is that, since they can't download it instantly on the platform, most of them write to us with suspicion because they think we're trying to scam them, and even if we explain how to download properly the digital documents, some even leave negative reviews for not being able to download instantly.

I was wondering if the App is working fine or if my customers have problems with it for another reason.

I hope you could check this out because more and more customers are having this problem and having to send each one every single article they've purchased takes a lot of time from us.

Thank you very much for taking the time to read, I look forward to hearing from you!

[BetseysBeauties]

I do not sell digital items but from what I have read in the Forums, digital items cannot be downloaded via the app. Your buyers must use a computer to do so. 

[6DogArts]

Not exactly. It has nothing to do with computers. It does not matter what computer you are using, either it is a desktop, a laptop, or a smartphone.

[CraftyCornishMaids · Accepted solution]

You cannot use the app, you can use a browser on your phone or laptop/computer

this is how you should do it

https://help.etsy.com/hc/en-gb/articles/115013328108-How-to-Download-a-Digital-Item?segment=shopping

extract

You can't download a digital purchase through the Etsy app at this time. To download a digital file, please sign in to Etsy on your mobile browser or computer.

[CuriosAnCollectibles]

I seem to say this on a daily basis, you don't need to use the app. Use any browser of your choice instead! 

[OmasFabricStash]

I will second this. I was here when the app first came out and used it for about a week. And it had problems the whole time so I deleted it. Like @CuriosAnCollectibles  said, you don’t need the app, for me using my browser work a lot better. 

[CuriosAnCollectibles]

@OmasFabricStash

I remember the first app too. I had a problem and customer service told me "you can't do that in the app at the moment, go back to your browser ".  Of course this was back when you asked a question and had a reply in an hour or so.

All these years on it's still limited and like now, I still use a browser and not the app 99% of the time. 

[Crochetlovemelbourne]

This happens to me frequently. I have a short reply which I save in my pages (word) program and it also has the link to the  etsy article about this issue. Then when someone asks me I just cut and paste my saved reply and 99% of the time I don’t hear back from them so I assume this works! If they really really can’t download ICAN email but I don’t really want to...

[PieceByNumberQuilts]

I’ve dealt with this by adding a statement in the Personalization box on all my listings, and buyers have to type yes that they acknowledge they can’t use the app to download.  You might want to consider something similar.  Doing this has cut this issue down to almost zero in my shop - thank goodness!  I wonder if some buyers are so frustrated or confused by the ´personalization’ that they don’t order, but frankly it’s so much better not replying to multiple emails per day about « why can’t I download?!? » that I don’t worry too much about that.

i also have a similar message in the confirmation email with the download link.

[ElDuendedelosHilos]

Thank you very much for your replies! I see that you also get this messages about not being able to download the app. Thanks for the advice of adding that piece of advice to the message when you buy I'll do that! 

Thanks again everyone!