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How do I help Etsy digital download buyers who say they never got the email?

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I sell digital downloads on Etsy, and I regularly get messages from customers saying they never received an email with their file. In a lot of cases it seems like they checked out as a guest or didn’t create an Etsy account, so they’re not sure where to find their purchase.

Right now I reply with a saved message linking to Etsy’s download instructions, but it still creates confusion and extra support requests. Is there a better way to prevent this and help guest checkout buyers access their digital files more reliably?

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