Customer Unable to Download Their Digital Purchase

[Cat]

There have been numerous reports recently of designers having trouble downloading both mockups and artwork, but I just got a message from an unhappy customer who purchased a digital invitation and is unable to download it. I referred her to customer support. I don't know how much of a time crunch she's in, but she's not happy. I'm really hoping someone can look into this today now that the problem has spread to customers as well as designers.

[Cat]

And.... she just cancelled the order. This is not good.

[Windy]

I am curious if customer was unable to download the product, or had no idea how to FIND it on her computer once she had downloaded it. 

I read this post a few days ago and thought of it a million times tonight when I was trying to download music onto my phone to get ready for an upcoming event. (I think in my particular case, the downloads just were not going to show up until some processing time had gone by). But in the past I have downloaded items, not known where to find my downloads folder, and had to re-download the item just to be able to see where it went. This was about 15 years ago. I continue to be amazed at how many people are stymied by basics such as this, even this far into the digital age.

[Cat]

I suppose that's possible. Normally "operator error" would be my first assumption, but since it happened on a day when there were so many technical problem with downloads (I myself could not download the original artwork or mockup) I just assumed she was having the same problem. Hmmm....

That does bring up an interesting question though - like how to help someone if they can't navigate the download process. I guess sending them to customer support is the only option, but I don't think they're available evenings and weekends. 

If anybody out there has purchased a digital download, I'd LOVE to see a screenshot of what it looks like just so I might be able to offer some clue to any customers who can't figure it out in the future.

[Fiorenzo]

I planned to post a feedback on the download options and procedures. I had the problem that I didn't receive the notification email from Zazzle that the download was ready and had to dig until I found it by myself. Mark answered it was a technical issue that should have been solved. If you don't get that email with a link to the download, it's pretty hard to find. This may be the issue. The download itself worked like a charm. It has to be noted that most downloads are in ZIP files, and I know, that at least in the past, iPhone users had to download a specific app to be able to open ZIPs on their iPhone. Don't know if this is different these days. I'll try to get my post done today. 

[Cat]

I look forward to reading your full post, but just knowing that the process involves being sent an email with a link is super helpful! Also the bit about zip files and iPhones is an important tidbit. Thank you!

[Fiorenzo]

I don't know if the email has a link because I didn't get it, but I assume and hope so, this is the common practice in such cases. I remember iPhone users having this problem with ZIPS years back, typical Apple idiocy. No idea if it's different these days or if people still have to install specific apps. I also have noticed that phone users are getting lazier (and dumber - sorry for the expression but it's fact) these days and have way less knowledge of how to use things on/from the web. You find the downloads in "My Profile > My Orders" btw. here's the link to the error report about the missing mail: https://community.zazzle.com/t5/technical-issues/missing-notification-email-after-download-purchase/... . Give me a few hrs for the review. I will create a walkthrough and save it as tips-and-tricks. See u!

[Fiorenzo]

Done. Here: https://community.zazzle.com/t5/general-zazzle-discussion/digital-downloads-review-amp-useful-info-f... 

[ZanZan]

Hello. I'm having the same issue. I purchased today and was unable to download. I tried by phone first, but saw this did not work. Then I tried on my laptop. Still no luck. I will be contacting customer service tomorrow.

[Cat]

@ZanZan Can you give us a few more specifics about what happens when you try to download it? Do you have a download link that doesn't work or are you still seeing a message that your download is not ready? The link should appear on this page: 
https://www.zazzle.com/my/orders/history

If it says that it's not ready, it probably just means that Zazzle's system is behind. If you have a link that doesn't work, then it sounds like a technical issue.

[jorge]

I am having the same issue - I have a download button and I select how I want to download (pdf, etc) and then nothing happens.  I tried downloading using different file formats and still nothing ..

[Cat]

@jorge It sounds like something is wrong on the technical end of things. I would definitely contact customer support. https://help.zazzle.com/hc/en-us/articles/221463567-How-Do-I-Contact-Zazzle-Customer-Support-