What to do if a buyer can't download their files

Start by checking the order, then resend the download links. Most download problems come from the buyer using a different account or from a file missing in the listing.

1. Confirm the order is paid

1. Open Orders in your Seller hub.
2. Find the order in the list. The first columns show the order number and the buyer's name.

If it isn't there, the buyer's payment hasn't gone through. Orders only show after payment, so ask the buyer to check for a receipt email from Esano.

2. Check the order page

Open the order. Under each item you'll see either "Downloaded 2 times" or "Not downloaded yet".

• If an item has a red Refunded badge, the buyer no longer has access to that item's files. Refunded items can't be downloaded or resent.
• If the item says "Not downloaded yet", the buyer may not have found their files. Go to the next step.

3. Ask the buyer to sign in with the right account

Buyers download files from Purchases while signed in to the Esano account that bought the order. A different email address or a second account won't show the files. When an item has more than one file, Download opens a list so they can pick each one.

For buyer-side steps, point them to download files you bought or fix a download link that doesn't work.

4. Resend the download links

Select Resend download links on the order page. The buyer gets an email with a link for every file. You can resend once every 10 minutes. Steps and error messages are in resend download links.

5. Check the listing's files

Buyers download the files that are currently on the listing. Check yours:

• The listing has no files. Buyers see "The shop removed these files. Message them for a copy." Add the files back to the listing. See replace files on a live listing.
• A file failed Esano's file check. The listing shows a Needs new file badge, and the blocked file can't be downloaded. Upload a replacement in the listing. See fix a blocked file.

6. Still stuck?

• Message the buyer from the order page and ask what they see on screen.
• Email customerservice@esano.com with the order number, your shop name and what the buyer sees. See how to contact Esano.