Patterns are undownloadable! Etsy needs to fix this!

[NichetCrochet]

Hi. I sell crochet patterns in my shop. They are digital downloads, which means that the PDFs should become available after the customer has purchased. Recently, I have received an uptick in buyers messaging me after purchasing the pattern, because Etsy had provided them no way to download the pattern they have purchased. This used to happen every once in a while, and I figured that it was a glitch on the customers end.

Now this issue happens frequently, sometimes multiple times a day. I solve the issue by personally emailing them the crochet patterns they ordered, and the customer happily goes on their way, but I should not have to do this three times a day. Are other people experiencing this? Are your customers able to download their digital items?

If this is not resolved, I will leave Etsy for good.

[SweetRaggedy]

Yes, I've had this happen more frequently as well. I think it's because they can't download from the phone app. They have to log into Etsy from a web browser. I just do what you do and email them the PDF. I have also had some success in sending them the link to the Etsy help page that tells them how to download digital patterns. I've noticed a lot of guest users have this problem. 

[SewJoyfulandBlessed]

It's been happening a lot lately because buyers are using the app. They can't download in the app; they have to use a browser or desktop. Maybe email, but not sure on that on.

[VintageRescueSquad]

Many sellers have that info either in a photo slot, or in the listing itself, explaining that it's best to download on a computer, and/or how to find it on a cellphone.

[Crochetlovemelbourne]

Yes, it has always happened but maybe more frequently lately. I have an. explanation saved in a pages doc that I just cut and paste back to them in the messages, but someone the other day also suggested that you have that same explanation in your message that they receive when they purchase the download, although I haven"t worked out to do this yet! Most of the time after I send the explanation they don't ask again, but very very occasionally I will email them if they really can't seem to work it out.

[Crochetlovemelbourne]

By the way I love your cute little critters , I don't crochet amigurumi and always admire people who do.  I also love how you say they won't be receiving a possum, haha, my second most common message, people always think I'm going to send them a bottle holder for $6, um, no.....

[NanaLetha]

I have been selling PDF crochet patterns on Etsy for many years. I only had problems with buyers twice. One downloaded but didn't know where to look on their computer and the other was trying to download via the app.

[ArtDollsbyJD]

I have recently purchased downloads and have had no issue.

First a browser is preferable over the app as the app still does not support.  If the user has the web version on their phone they have to have a PDF reader that is compatible with their phone.

It sounds like you need to include information on downloading to help your buyers.  

A purchase can take a few minutes to kick in.  I simply wait and within 5 minutes I am able to download. 

As I said I have had no issues in downloading but then I always use a browser and I have a PDF reader available. 

[OREGONKILTCOMPANY]

Yes, they really should fix the app so buyers can actually download patterns via our!!

[OfftheHookCrochetNH]

I’m still having the same problem as a seller and I wish Etsy would fix it. I spend more time messaging customers like I’m an IT help desk than I do for actual pattern content, and it really shouldn’t be this way. I’ve looked into auto-replies for my customers to get instant feedback on this issue because generally, this is the only reason my customers message me. But, the auto-reply seems to be temporary. Has anyone found an easier solution?

[HectanoogaPatterns]

Yes, these requests have certainly increased for me as well.