How do I help Etsy digital download buyers who can’t find their download email?

Hi! The quickest fix is to stop framing it as a “download email” problem and instead give buyers a super-clear “where to download” path (because Etsy buyers who are signed in usually download from their Etsy account, while guest checkout buyers only get the link in the receipt email—and the Etsy app can add confusion for digital files).

Here’s a customer message you can paste (no link needed):

“Thanks for your purchase! This is an instant digital download (no physical item ships).
If you checked out with an Etsy account: please open Etsy in a web browser (Chrome/Safari on phone or computer) → Your account → Purchases and reviews → find this order → Download files.
If you checked out as a guest: Etsy sends a receipt email with a download link. Please search your inbox for ‘Etsy’ and check Spam/Junk/Promotions (and make sure you’re checking the same email used at checkout).
If you tell me whether you checked out as a guest or signed in, I can guide you to the exact spot.”

If they’re still stuck after that, the two most common issues are (1) they’re in the Etsy app, and (2) they used a different email at checkout. Your next reply can be: “Are you viewing this in the Etsy app or a web browser? And are you checking the same email you used to pay?”

To reduce “I didn’t get the email” messages in the first place, bake the instructions into the listing so buyers see it before purchasing:

• First listing photo (or second): a simple graphic that says:
  “Instant Download • No physical item • Download from Etsy in a web browser (Purchases & reviews) • Guest checkout = link in receipt email”
• First 2 lines of the description: repeat the same thing (most people don’t read further).
• FAQ section: add one Q like “Where are my files?” with the exact steps above (account vs guest).
• After-purchase message (thank-you note/auto message if you use one): include the same steps again so they don’t go hunting for an email.

One extra tip: avoid training buyers to expect you to manually email files as the default solution. It’s totally fine to help if someone’s genuinely stuck, but if you always “deliver again” outside Etsy, you’ll get more of these messages long-term because buyers won’t learn where Etsy keeps their downloads.