How do I complete an Etsy custom digital order if the buyer hasn’t downloaded it?

Hi! In most cases you should mark the order complete as soon as you’ve delivered the final files (by the order’s due/ship-by date)—you don’t need to wait for the buyer to download or confirm, because some buyers simply don’t respond for days (or ever). The key is to make sure delivery is done in a way Etsy can recognize, not only via an outside download link.

If this is a made-to-order digital listing, the safest workflow is:

• Go to the order → Complete order → upload the finished file(s) there (this is Etsy’s built-in delivery for custom digital files).
• Add a short note like “Your final files are attached to this order. Download from Purchases & Reviews → Download files.”

That way, Etsy records that you delivered the digital item, the buyer gets Etsy’s notification, and the files also show up in their Purchases area.

If you need approval before releasing finals, do this instead:

• Send a proof (watermarked/low-res) in Etsy Messages first and ask for approval + revision notes by a specific date.
• Keep the order open until you either get approval or you reach your deadline.
• If they don’t respond by your stated deadline, send one last message like: “I haven’t heard back, so I’m delivering the final based on the approved proof shown above. If you’d like tweaks, reply within X days and I’ll help.” Then upload the final files and complete the order.

A couple practical tips to avoid issues later:

• Don’t rely only on a message link for delivery. Links can expire, get blocked, or be missed, and they’re harder to prove in a “non-delivery” complaint.
• In your Etsy listing (and/or saved reply), mention that digital downloads are easiest to access on a web browser via Purchases & Reviews (some buyers struggle to download in-app).
• If you offer revisions, spell out your policy (how many, and how long you’ll accept revision requests after delivery), so a non-responsive buyer doesn’t leave the order hanging indefinitely.

If you tell me whether your listing is set up as made-to-order digital (not instant download) and what your current ship-by date is, I can suggest the cleanest next step for this specific order.