What to say to an Etsy seller about a digital download problem.

How to use it

Keep the page small. Write short answers. If a prompt feels too much, skip it and choose the next smallest step.

Copy, print, or save as PDF

Use your browser print command to save this worksheet as a PDF. The print stylesheet removes the navigation and keeps the worksheet clean.

More prompts

Copy-ready seller message templates by issue

Choose the scenario that matches your order issue. Keep the bracketed details factual, and send the message through Etsy Messages so the record stays connected to your order.

Missing or grayed-out Download Files button

Use when payment completed but the button in Purchases is gray or missing on desktop.

• “Hi [Seller Name], I purchased [Listing Title] on [Date] (Order #[Order Number]). In my Purchases page on a desktop browser, the Download Files button is gray and not clickable. Could you please check the file attachment on your end or send a download link through Etsy Messages? Thank you, [Your Name]”

Corrupted or unopenable ZIP or PDF file

Use when the file downloaded but gives an error when opening.

• “Hi [Seller Name], I downloaded [File Name] from my order (Order #[Order Number]) for [Listing Title]. When opening the file on [Device/OS], I receive the error ‘[Error message]’. I attempted a fresh redownload on a separate browser with the same result. Could you please send a fresh copy of the file? Thank you, [Your Name]”

Wrong file or mismatch with listing description

Use when the delivered file differs from what the listing promised.

• “Hi [Seller Name], I purchased [Listing Title] (Order #[Order Number]) on [Date]. The downloaded file delivered is [Delivered File Name], which appears different from the listing highlights specifying [Expected Format/Pages]. Could you please provide the version described in the listing? Thank you, [Your Name]”

Made-to-order digital download status check

Use when a custom or personalized digital download still shows In progress.

• “Hi [Seller Name], I am checking in on my custom order for [Listing Title] (Order #[Order Number]) placed on [Date]. The status currently shows In progress. Could you please share an estimated turnaround time for when the finished file will be ready? Thank you, [Your Name]”

Guest checkout receipt link not received

Use when you ordered without an Etsy account and the email download link is missing.

• “Hi [Seller Name], I placed a guest order for [Listing Title] on [Date] using email [Email Address]. I checked my inbox and spam folder, but the Etsy download receipt email did not arrive. Could you please verify the order and assist with file access? Thank you, [Your Name]”

Password prompt or permission lock on PDF

Use when opening or printing the PDF unexpectedly asks for a document password.

• “Hi [Seller Name], I purchased [Listing Title] on [Date] (Order #[Order Number]). When opening [File Name] in [Acrobat / Preview / GoodNotes], the document prompts for a password to view or print. Could you please provide the password or an unrestricted PDF file? Thank you, [Your Name]”

Unarchiving or extraction error with multi-file ZIP archive

Use when downloading a ZIP archive on a mobile device or desktop results in an invalid archive error.

• “Hi [Seller Name], I downloaded the .zip bundle for [Listing Title] (Order #[Order Number]) on [Device/OS]. When unarchiving, the system returns an ‘archive corrupted or empty’ message. I re-downloaded with the same result. Could you please attach the individual uncompressed PDF files in Etsy Messages? Thank you, [Your Name]”

Missing bonus files or secondary formats in a bundle

Use when the listing description promised multiple file formats (e.g. A4 and US Letter, or planner plus sticker sheet) but some files are missing.

• “Hi [Seller Name], I purchased [Listing Title] (Order #[Order Number]) on [Date]. The listing highlights mention both [e.g., US Letter and A4 sizes / printable PDF and digital sticker pack], but only [Delivered File Name] is available under Purchases. Could you please provide access to the remaining files? Thank you, [Your Name]”

Third-party cloud storage link access error (Google Drive or Dropbox)

Use when the seller delivered a PDF with a cloud storage link, but the link requires permission or displays access denied.

• “Hi [Seller Name], I downloaded the access document for [Listing Title] (Order #[Order Number]) on [Date]. When clicking the [Google Drive / Dropbox] download link, it asks for permission / displays ‘Access Denied’. Could you please update the sharing settings to allow view/download access, or share an alternate link? Thank you, [Your Name]”

Print release note request for local commercial print shops

Use when printing at a commercial print shop (e.g., Staples, Office Depot, FedEx) that requires written permission from the copyright owner.

• “Hi [Seller Name], I purchased [Listing Title] (Order #[Order Number]) on [Date] to print for personal use. My local print shop requires a brief print authorization note from the creator before they can print the files. Could you please send a quick personal-use print release statement through Etsy Messages? Thank you, [Your Name]”

Digital planner clickable tabs or hyperlink navigation issue

Use when clickable index tabs or internal navigation links in a digital planner or journal do not work.

• “Hi [Seller Name], I am using [File Name] from my order (Order #[Order Number]) in [GoodNotes / Notability / PDF Viewer] on [Device]. The clickable section tabs and hyperlinks are not responding even in navigation mode. Could you please check if there is an updated hyperlinked PDF file? Thank you, [Your Name]”

Distorted or replaced fonts in editable PDF or template

Use when opening the PDF shows overlapping letters, garbled symbols, or substituted default fonts.

• “Hi [Seller Name], I opened [File Name] for [Listing Title] (Order #[Order Number]) in [PDF Viewer / Acrobat / Browser] on [Device]. The text layout appears distorted with displaced fonts. I attempted opening in Adobe Acrobat with the same result. Could you please confirm if the required fonts need to be embedded or provide a flattened PDF version? Thank you, [Your Name]”

Mobile browser redirect loop or download failure

Use when downloading via a phone or tablet browser continuously reloads the page or fails to save the file.

• “Hi [Seller Name], I purchased [Listing Title] on [Date] (Order #[Order Number]). When attempting to download the files via mobile Safari / Chrome on [Device], the browser reloads the order page without saving the file. Could you please send the files directly via Etsy Messages so I can access them on my mobile device? Thank you, [Your Name]”

Color profile mismatch or print output disparity

Use when the printed colors differ significantly from the listing display or show muddy tones.

• “Hi [Seller Name], I printed [File Name] from my order (Order #[Order Number]) for [Listing Title] using a standard color printer. The printed colors appear significantly shifted compared to the listing photos. Could you please let me know if a CMYK-optimized print file or specific printer profile is available? Thank you, [Your Name]”

Expired, broken, or view-only Canva template link

Use when the delivered PDF includes a Canva template link that is expired, deleted, or set to view-only instead of template copy.

• “Hi [Seller Name], I purchased [Listing Title] (Order #[Order Number]) on [Date]. The Canva access link in the delivered PDF returns [an expired link error / view-only access without edit permissions]. Could you please provide an updated Canva template link with design copy access? Thank you, [Your Name]”

Guest purchase receipt directed to Apple Private Relay address

Use when you completed a guest purchase via Apple Pay or Sign in with Apple and cannot locate the download receipt email.

• “Hi [Seller Name], I placed a guest order for [Listing Title] on [Date] (Order #[Order Number]) using Apple Pay. The receipt was routed to an Apple Private Relay address that I cannot access directly. Could you please send the digital download files directly in Etsy Messages or to [Primary Email Address]? Thank you, [Your Name]”

Low-resolution or pixelated printable art file

Use when the downloaded printable art or wall decor file renders blurry or at low resolution when scaled for printing.

• “Hi [Seller Name], I downloaded [File Name] for [Listing Title] (Order #[Order Number]) on [Date]. When preparing the file for a [Dimensions, e.g. 8x10 / 16x20 inch] print, the image resolution appears pixelated. Could you please check if a high-resolution (300 DPI) print-ready file is available for this size? Thank you, [Your Name]”

Missing pages or sections in a multi-page PDF workbook

Use when the delivered PDF workbook or planner is missing specific pages or sections listed in the product description.

• “Hi [Seller Name], I purchased [Listing Title] (Order #[Order Number]) on [Date]. The downloaded PDF contains [Current Page Count] pages, but the listing highlights specify [Expected Content/Pages, e.g. weekly reflection section or pages 15-20]. Could you please check the file export and send the complete PDF? Thank you, [Your Name]”

Missing font files or unlinked typography guide in editable template

Use when an editable template requires external fonts that were not included or linked in the download package.

• “Hi [Seller Name], I downloaded the template bundle for [Listing Title] (Order #[Order Number]) on [Date]. The design references specific fonts [Font Name(s)], but the download folder does not include the font installation guide or download links mentioned in the instructions. Could you please provide the font links or guide? Thank you, [Your Name]”

What to include and what to crop out

Keep your message factual and privacy-safe. Clear technical details help the seller resolve the issue quickly without exposing personal data.

Order facts and technical details to include

• Order identifier and date: Order number, purchase date, and exact listing title.
• File details: Exact file name, extension (.pdf, .zip), and file size shown in your downloads folder.
• Device and browser: Device type (Mac, Windows, iPad, iPhone, Android) and browser (Safari, Chrome, Firefox).
• Steps already tried: Tried desktop browser instead of mobile app, tested in private window, cleared cache, or attempted redownload.
• Exact error text: The specific message shown on screen (e.g. “archive format unrecognized” or “file corrupted”).

Private details to crop out of screenshots

• Worksheet answers: Crop out any filled-in journal answers, self-reflection notes, or personal reflections.
• Account details: Crop out unrelated tabs, full account pages, or other purchases in your order history.
• Financial data: Crop out full billing addresses or payment method details.

Digital download format checklist

Note the file extension and compare it with the listing instructions before messaging the seller. This helps you describe whether the download is incomplete, still compressed, or not opening in the app you tried.

File details to record

• PDF (.pdf): Record whether the file opens, which app and device you tried, and whether the problem affects a page, form field, or link.
• ZIP (.zip): Record whether you extracted the archive and whether any expected file is missing afterward.
• PNG / JPG (.png / .jpg): Record the delivered dimensions or file name when they differ from the listing details.
• App-specific files: Copy the exact extension and app name into your message rather than assuming a file will work in a different app.

Quick troubleshooting before messaging

• Check file size: If the downloaded file is 0 KB or incomplete, delete it and download again on a stable connection.
• Extract ZIPs first: Extract the archive, then try the individual file named in the listing instructions.
• Check the viewing mode: If the listing says the PDF has clickable navigation, check the app's viewing or navigation instructions and report which mode you tried.

Device-specific check before messaging

• iPhone / iPad (iOS): Check the Files app under iCloud Drive or On My iPhone in the Downloads folder. If downloading in Safari, look for the download arrow icon in the address bar.
• Android: Open your device Files or My Files app and look in the Downloads directory. Verify that a compatible PDF reader (like Adobe Acrobat or Google PDF Viewer) is set to open the file.
• Mac / Windows PC: Right-click the downloaded .zip file and choose Extract All (Windows) or double-click (macOS) before attempting to view or print included documents.

Message timing and follow-up etiquette

Etsy directs buyers to contact the seller first. If the issue remains unresolved, Etsy says an eligible order may show the option to open a case after 48 hours have passed since a Help with order request.

Where and how to message the seller

• Use Etsy Messages: Contact the seller through Help with order in your Purchases page. Etsy identifies Messages as the best way to resolve order issues and uses the Help request when determining when an eligible case can be opened.
• Keep the tone neutral: State the file name, exact error, checks already tried, and the specific resolution you want.
• Keep the 48-hour case window in mind: Etsy says an eligible case may become available once 48 hours have passed after a Help with order request. The order must also meet Etsy's other eligibility conditions.

Follow-up template (if the issue remains unresolved)

Use for a polite second check-in. Check the order's Help with order page for the date and time Etsy shows for any available next step.

• “Hi [Seller Name], following up on my message from [Date] regarding the digital download for [Listing Title] (Order #[Order Number]). Please let me know if you can assist with the updated file so we can resolve this before I seek assistance through Etsy Help with order. Thank you, [Your Name]”

What to do when the seller delivers the corrected file

• Save and inspect immediately: Download the file, check that all pages render, and verify formatting or printing before closing the conversation.
• Send a quick confirmation: A short message confirming the download worked helps the seller close out their support queue.