A buyer didn’t get their download

Has their link run out?

The link in a buyer’s receipt works for a week. After that they can get fresh links from your shop’s downloads page, at your shop’s address followed by /downloads. Send them Find your downloads, which walks them through it.

Is the email in their spam, or at another address?

Fresh links go to the email address they bought with. Ask them to check their spam folder, and which address they used. You can see it on the order in Orders.

Have downloads ended for the order?

Open the order in Orders and check its downloads. They’re off when:

• the item, or the whole order, was refunded in full;
• the buyer has disputed the payment;
• the order is on hold.

See Check a buyer’s downloads.

Have they downloaded it already?

The order’s download log shows when they opened their download page and what they downloaded. Choose Copy activity if you need to send it to them, or keep it for a dispute.