Are Instant Downloads not actually "Instant?"

[Cat]

I've been working with a customer on several cards for instant download. She placed the order and then asked how long it would take before she could download them. I didn't know what to say... I thought it was, you know... "instant." I'm wondering if someone can shed some light on this. Not sure if she just isn't seeing how to download it, or if it has to be approved by content management or what. 

If anybody knows how it works, or maybe has a screenshot of what it looks like after you place the order so I can point her in the right direction, that would be super helpful.

[idraw]

@Cat 
After straining my brain reading instant download posts from z, the only thing I found that even come close to answering your question----Nowhere in any of the Z instant download announcements, faqs, does it say anything about the time involved when and after ordering.
https://www.zazzle.com/creators/playbook/instant+downloads+how+it+works
Once the customer purchases the Instant Download, they will receive a private link to a copy of your design where they can edit the template details as well as download the flat file (.JPG, .PNG, .PDF) to their device to share with loved ones to celebrate their life's moment.

[KeegansCreation]

It says in the instructions "they will receive a private link" so I suppose it would be found in the customer's email. I've gotten a lot of "you will receive a link" items (usually when changing a password) and sometimes it takes up to 5 minutes before it gets to my email. This is assuming that's how it works.

[Scott]

Yeah, it might take a minute or two for the download link to appear. I understand that this isn't totally "instant" and we hope to improve on this in the future. 

[Cat]

Well, this was several hours - she ordered 3 invitations (the weren't actually all invitations, but I put them on invitations so they'd be downloadable.) Anyhow, 2 of them were pretty much instantly available, but on the third there was some message saying it would be available soon. After a few hours she contacted customer support and I asked her to let me know when it was resolved, but I never heard back so I don't know what happened.

I do have one guess though. The one that was delayed was actually a re-order of the same product she'd purchased for download a few days earlier. She had changed her mind about the colors and I guess she didn't realize that she could edit the one she already bought. Anyhow, I'm guessing that it got flagged for that reason - and once I realized all that I told her that she didn't need to buy it again, that she could just edit the one she already bought, but since I don't really know how it works, I'm not sure if she now has two different products in her order history or what. 

At any rate, I'm wondering if there's a help page or something with instructions on how this all works, because I'm really not sure how to advise people if they need to make changes to a download that they've already bought, and something about the process was clearly confusing to at least this particular customer.