Ask for the stopping point
A report that a download does not work can describe several different failures. Ask what the buyer expected, what they clicked and what appeared instead. A short description of the error and device type is usually more useful than requesting their whole account history. Keep unnecessary personal details out of the exchange.
Use a branching check
If the order cannot be found, identify the checkout location. If the link is unavailable, investigate the receipt and access limit. If a file arrives but will not open, check its format and whether an archive needs extraction. If the wrong file arrives, inspect the purchased option and assignment rather than blaming the device.
Avoid risky workarounds
Do not advise disabling security protections, installing unknown software or sharing account credentials to read a pattern. A platform’s supported browser route is different from bypassing a warning. If the file itself is damaged or incomplete, preserve the released copy and investigate the package.
Record the result
Note the relevant correction and whether the intended task became possible. A successful download is not proof of pattern accuracy or fit. If the problem remains uncertain, explain the precise unknown and escalate through an appropriate support channel rather than asking for another purchase as a diagnostic test.
An original working example
Use the symptom to choose one next check. “No order email” points toward transaction and receipt identification; “download limit reached” points toward access policy; “ZIP arrived but I cannot see the PDF” points toward extraction; “the chart is missing” points toward package contents. These examples are a proposed triage aid, not observed incidents. Keep each response narrow enough that the customer can follow it without changing unrelated device settings. If the first check disproves your theory, update the record and choose another evidence-based branch. Do not keep repeating a reset or resend simply because it is an available button in the merchant interface.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Customer did not receive email — Merchant documentation · help.payhip.com · Merchant-controlled · checked 2026-09-27
- Product protection — Merchant documentation · help.payhip.com · Merchant-controlled · checked 2026-09-27
- Etsy digital downloads — Merchant documentation · help.etsy.com · Merchant-controlled · checked 2026-09-27