Identify the purchase location
Ask which store handled the purchase and for the relevant order reference. A buyer may remember your brand but have used a marketplace checkout. Instructions for a direct Payhip order will not resolve a missing Etsy purchase. Keep separate stores distinguishable in your support records.
Check the ordinary route
Payhip documents a receipt containing a download link and a seller-side resend action. Use the current official instructions for the actual order. A receipt may be in a different inbox or folder, but do not assume every missing message is spam filtering; an incorrect address or missing package needs a different response.
Protect the link
A personal download URL can provide access to the purchased product. Do not post it in a public support thread or use another buyer’s link as an example. Confirm the appropriate recipient before a resend and avoid requesting mailbox passwords or screenshots that expose unrelated messages.
Close the right question
The support question is whether the buyer can reach their purchased files, not whether your email system produced a sent label. If the receipt route still fails, preserve the order and exact error for the merchant’s legitimate support route. Repeatedly sending the same message without new information may add confusion rather than resolve it.
An original working example
Prepare a short support reply in your own words: identify the store used, name the product, explain the legitimate receipt route and ask the buyer to report the exact stopping point if it still fails. Do not include another person’s receipt or a public copy of a private access link. Before sending anything, verify that the address and order belong together under your normal support procedure. A fictional order number can be used for internal training. The record should say whether the route was provided and whether the buyer confirmed access; those are separate observations, and silence is not confirmation that the issue was resolved.
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
- Resend receipts — Merchant documentation · help.payhip.com · Merchant-controlled · checked 2026-09-27