Problems with digital sale

[ScrapbookingCecilia]

Hi there! My name is Cecilia and my store's name is Scrapbooking Cecilia I sale digital scrapbook tutorials and I hope somebody can help me. I just sold one tutorial today and the client sent me a message letting me know that she bought just ONE tutorial and etsy sent her TWO!! I inmediately checked my listings and there's nothing wrong there, so I'm sure this is an ETSY MISTAKE. I'm so mad because who's going to pay for that? What's the guarantee we the store owners have that this is not happening always, in this particular case the client is an honest person and she told me, but now I don't know if this happens constantly or not. PLEASE!! If somebody know where can I find and etsy assistant a real person to ask I will appreciate it so much! Thank you in advance, Cecilia

[NanaLetha]

Two of the same ones? And Etsy does not send the items. Did she buy from 2 different shops?

[ScrapbookingCecilia]

She bought me only one tutorial, and etsy sent her two, tge one she bought and a DIFFERENT one of my listings 

[PrairieCrocusStudio]

What does your payment account say? Did the buyer pay for 2? 
Do you see 2 listings sold, or just one? 
If it is 2 of the same listing, and the buyer was charged for both, I would refund one of them. There is no advantage to the buyer of owning 2 copies of a digital item, and no materials loss for you. 

If they were 2 different listings, then the buyer must have had both in the cart when she paid. 

[ScrapbookingCecilia]

My client just paid for one tutorial and charged for that one, but etsy sent her a second one of my tutorials for free. The mail etsy send to us is just for one butvetsy decided to gave her a second one for free

[CelebrateFunTimes]

Maybe she downloaded the same one twice. She can't download 2 different tutorials  -  unless you included 2 in the same file by mistake.  I think she meant she got 2 of the same, and she probably hit download twice. You can download as many as you want of a design you purchased.

Love your designs and all your work with Graphic 45. You have some designs here that I haven't seen on G45 before. I hope you find lots of success here on Etsy!

[ScrapbookingCecilia]

Aww! Thank you for your kind wishes! And about the tutorials she paid for Fruit and Flora shop and received that file and Nature Notebook as well, for free! My client told me because she already made Nature Notebook so  clearly this is an etsy mistake and the most frustrating thing is that there's no one to really talk and explain.

[michellepatterns]

Ask the buyer for more specifics.  Ask them what they mean by "etsy sent two".  Two emails?  Two different tutorials? 

Which tutorials did they receive?  If there are two different tutorials, is one from another shop?  They might have had a second tutorial from another shop in their cart when they checked out and accidentally bought the second one along with the one from you.  

It's unlikely the received what they ordered plus a random second tutorial from your shop so you probably didn't lose any $$ here. If they got two emails for the one tutorial that is a minor glitch and is just a duplicate email.  

The buyer might be a little confused about why they have two or didn't give enough details for you to have a good idea what really is happening.  

[ScrapbookingCecilia]

She was very clear, she bought me one tutorial, paid for one and charged for one  but when she downloaded that tutorial she saw the second one that etsy send her in the same mail. The second is a different one and is mine as well not from another store and she told me because the free tutorial etsy sent her she already made it.  Is there a way to really talk with someone at etsy? I mean a real person to contact on the platform.

[LythiumArt]

Etsy doesn´t send files, the client just received the ones you upload to your listing. Check the files on your listing just to be sure

[ScrapbookingCecilia]

That's the first thing I did as soon as she told me, in my listing there's only one zipped file that contain the tutorial she paid for. But she also received a second one for free! A different tutorial 

[PiecesofMeCardsnMore]

You said she already made the second one that was supposedly sent for free. Did she buy that off Etsy at one time? Maybe her emails were nested together and the download link to the previous order was nested with the new email (my gmail does that).