A buyer can't get their file

Open Orders and find it. Search by the buyer's email, name, or order number.

If there's no order, no payment completed. The buyer may have abandoned checkout or their card may have failed. Ask them to check for a charge on their statement before assuming they paid.

Open the order. The delivery section shows how many downloads have been used and when the file was last downloaded.

If it shows a completed download, they have the file — it's on their machine somewhere, or they downloaded it on a different device. That's worth establishing before anything else.

Look at the address on the order. Typos at checkout are the single most common cause of a missing delivery.

If the address doesn't exist or its server refused the message, the order shows a bounce, and you'll have had an email telling you. A bounced address needs correcting, not resending to.

Delivery emails carry a download link, which some filters treat as suspicious. Ask them to search their whole mailbox for your business name rather than scanning the inbox.

If this happens often, verifying your own sending domain improves deliverability considerably. See Send emails from your own domain.

Their link hit its expiry date, used up its download allowance, or both. That's expected behaviour, not a fault — links are time- and use-limited so a leaked one doesn't stay useful forever.

Resending fixes it. For most sellers this is an easy yes: someone paid for your product, and giving them access again costs nothing and buys goodwill.

If expired links become a recurring theme, your expiry window is probably too short for how your buyers behave. Raise it on the offer — the change applies to new purchases. Saying on your product page how long access lasts also cuts down on surprise.

Once you know the cause, open the order and choose Resend download link.

Your buyer gets a brand new link with a full expiry period and a full download allowance, counted from the moment you resend rather than from the original purchase. The old link stops working.

There's no cost to you and no limit on resends.

They get the file as it was when they bought it. If you've since replaced it on the offer, a resend delivers their original version, not the new one. See Replace a file on an existing offer.

If a buyer mistyped their email, you can resend somewhere else. Confirm the correct address with them first — ideally by replying to a message they sent you, rather than acting on an address someone supplied out of the blue.

The order keeps the original checkout email, so you can always see what was entered.

• The resend doesn't arrive either. The address is likely wrong or bouncing. Confirm it, then check the order for a bounce.

• The order has no resend option. It's a service offer, which has no file to deliver.

• The resent link expires immediately too. Check the offer's expiry setting hasn't been set to something unintended.

• The buyer says it expired but the date looks fine. They've probably used up the download limit instead. A resend fixes both.

• Everything checks out and it still doesn't arrive. Contact support with the order number. Don't leave the buyer waiting while you keep resending.

• Download limits and link expiry

• Send emails from your own domain

• Replace a file on an existing offer