My listing is posted as phisycal item even if everything is set as digital

[AdoraPrintableStudio]

Hi all,

I hope you are all having a great day because I am loosing my mind.

My shop is digital only and I listed an item today in the same manner as others. After the publish i see that red message pops us saying it needs delivery update and I m like "what"? I rechecked so many times the liitng and nothing was set as different so decided to contact the customer support. In the meanwhile i got an order for the item which now is incomplete as it needs to be dispatched. 

I explained everythng to the customer support and say that my listing seems fine as digital but somehow it's posted wrng from there side and the answer was that everything seems fine and I need to stop editing the listing. I sent screenshots of the isting beeing inactive, showing as phisicl product instead of digital and the order that needs to be dispatched but there is nothing to send and of course the person tried to convince me that the lisitng expired and I need republish it.

So the chat was just closed with them saying we will send tis to our team and the will contact you by email shortly. Didn't get anythin yet and if I try to go back in the chat, noone is answering. 

Did anyone else had this issue or if it's something I can do? Is there a way to mark an order as digital at this point or something? I looked everywhere and this is really stressing me out tbh.

Any help is highly appreciated.

[NanaLetha]

Your newest listing is digital not physical.

[AdoraPrintableStudio]

Yes it is digital as are all my items, but it was lited by Etsy a physical and now I have an order which I need to send.

[BagmakerSupply · Accepted solution]

@AdoraPrintableStudio: Have you tried editing the listing via browser using the old listing form and making sure that the settings are correct for digital?

[AdoraPrintableStudio]

Hello and thank you for your reply. I did try to edit it and I had to republish it as a new listing and now it's showing correctly but I still don't know how I can amend the order which is waiting to be sent now. That has not been fixed and I have no option to mark it aas digital or something.

[CuriousityShop · Accepted solution]

Cancel and refund the order and tell the buyer it is a digital download, that if they want it as a digital item they will have to reorder. To print it and send it will probably cost you, unless the buyer is paying the shipping.

[AdoraPrintableStudio]

Thank you all for your hep. Much appreciated. I followed both advices and I managed o fix it with the seller, wh lukily knew it was a digital item based on the description and listing photos, so she was not angry about.