textcuts

Digital download messages for Etsy buyers: 13 templates to copy

Selling a digital file means there is no parcel to track, so every message is about getting the file onto the buyer's screen. Most of the questions repeat: where is the download, why is the button grey, how do I open a ZIP, why do the fonts look different. These 13 messages answer them in plain steps, keep the conversation inside the order, and handle the awkward ones, such as a refund request on a download or a corrected file. Copy any message, or add the whole pack to your keyboard and send from Etsy, Instagram, WhatsApp, SMS or any other app in one tap.

Add these 13 templates to your keyboard Add the 6 essentials

Works in WhatsApp, iMessage, Instagram, Messenger and every other app.

Words in {{double braces}} are blanks. In the textcuts keyboard you fill them with one tap, and the names you used recently come back.

Delivering the file

Your files are ready

Essential
Your files are ready, {{name}}. Open your Purchases page, find the order, and press Download Files. Use a web browser for this, since the Etsy app doesn't download files. Tell me if anything looks different on your screen.

When to send: When a digital order is placed.

Why it works: It shows the exact place to look and invites a reply.

Button is grey

Essential
Don't worry, {{name}}. The Download button stays grey until the payment has gone through, which usually takes a few minutes. Try again a little later, and tell me if it's still grey after an hour.

When to send: When a buyer says they can't click download.

Why it works: It explains the most common cause and sets a clear time to check again.

Guest checkout

Essential
Thanks, {{name}}. If you checked out as a guest, your download link is in the receipt email, not in an account. Search your inbox for the shop name, and look in spam too.

When to send: When a buyer has no account to log into.

Why it works: Guest buyers have nowhere else to look, so point them to the email.

Sending the file in the thread

Essential
Sorry about that, {{name}}. I've attached the file to this message so you have it right now. The download button on your Purchases page still works whenever you like.

When to send: When a buyer is stuck and waiting.

Why it works: It fixes the problem at once and keeps everything in the order's thread.

Opening and using it

How to unzip

Essential
No problem, {{name}}. Your download is a ZIP folder, so it needs unzipping first. On a phone, tap it and choose Extract or Open in Files. On a computer, right click and pick Extract all.

When to send: When a buyer says the file won't open.

Why it works: Short steps for both phone and computer.

Choosing a file format

Thanks for asking, {{name}}. The download includes both PDF and PNG versions. Tell me what you plan to do with it and I'll point you to the right one.

When to send: When a buyer isn't sure which file to use.

Why it works: Asking what they want to do gets a precise answer.

Printing sizes

A printing tip, {{name}}: the file holds several sizes, so choose the one that matches your frame or paper. If you aren't sure, tell me your frame size and I'll say which to print.

When to send: When the listing has multiple print sizes.

Why it works: It heads off a wrongly sized print.

Fonts look wrong

Good catch, {{name}}. Some designs need their fonts installed before they look right. The font files are inside your download, in a folder called Fonts. Install them, restart the program and reopen the file.

When to send: When text looks different from the listing photos.

Why it works: It names the cause and the exact folder to look in.

Template link

Thank you, {{name}}. Your template opens from the link on the first page of the PDF in your download. Sign in to your own account, then make a copy so your edits are saved.

When to send: When your product is an online editable template.

Why it works: It explains why they must make their own copy before editing.

File won't open

Thanks for telling me, {{name}}. A file that won't open is usually an incomplete download. Delete it, download it again on a steady connection, and tell me what you see if it still fails.

When to send: When a buyer reports a damaged file.

Why it works: One fix to try first, then a clear way to get back to you.

Policy and updates

Refund policy on digital items

Essential
I understand, {{name}}. Digital files can't be returned, so my shop policy is no refunds on downloads. If the file is damaged or isn't what the listing described, tell me and I'll make it right.

When to send: When a buyer asks for a refund on a download.

Why it works: It states your policy without sounding absolute, and leaves the door open for real problems.

What you may do with it

Good question, {{name}}. Your purchase covers your own personal use. Please don't resell or share the files. If you want to use the design in something you sell, ask me first and I'll explain the terms.

When to send: When a buyer asks about commercial use.

Why it works: It answers plainly and keeps the next step inside the conversation.

Updated version

{{name}}, I've fixed the typo on page two and uploaded a new version. Download the file again from your Purchases page to replace the old one. No need to buy anything.

When to send: When you correct a file after buyers have it.

Why it works: It tells them exactly what changed and what to do.

When to send each message

WhenMessageNote
Order placedYour files are readyStraight away.
When a buyer reports a grey buttonButton is greySuggest trying again a little later.
When the buyer is still stuckSending the file in the threadAttach the file to the thread.
When a file won't openFile won't openThen offer to resend it.
When you fix a fileUpdated versionSend to every buyer who has it.
When a buyer asks for a refundRefund policy on digital itemsRead the problem first.

Do not say

  • "Email me and I'll send it faster." or any request to move the sale off the platform.

    Instead: Offer to attach the file in the same message thread.

    Source

  • "You didn't read the listing."

    Instead: Explain the step plainly and ask what they see on screen.

  • "All digital sales are final, no exceptions."

    Instead: Say "under my shop policy" and keep room for a damaged or wrong file.

    Source

  • Asking the buyer to pay again elsewhere for a "working" file.

    Instead: Send the corrected file at no cost, inside the order thread.

    Source

  • Asking for a review in the same message that fixes their problem.

    Instead: Fix it first and leave the review request for a separate, later message.

    Source

  • Giving out a link or password you use elsewhere.

    Instead: Share only the file and the steps they need.

Add these 13 templates to your keyboard Add the 6 essentials

Works in WhatsApp, iMessage, Instagram, Messenger and every other app.

Frequently asked questions

Why can't my buyer download their Etsy file?

Usually one of three things: the payment is still processing and the button is grey, they checked out as a guest and need the receipt email, or they are using the Etsy app, which doesn't download files, instead of a web browser. The templates for each case are above, and Etsy's help page on downloading a digital item has the current steps.

Can I email the file instead?

Many sellers attach the file in the Etsy message thread instead, which keeps a record with the order. Asking a buyer to move to email or another app to complete a sale breaks the off platform rules.

Can I refuse refunds on digital downloads?

You can set a policy, and the refund template says "my shop policy". A buyer can still ask Etsy for help through a case if a file doesn't arrive or isn't as described, so don't write "no refunds ever".

Can I ask for a review after delivering a file?

Yes, once, after the buyer has had time to use it, and with an honest review request and no reward. See the FTC's rule on reviews.

Do these templates work on the free plan?

Yes. All 13 use a single blank, which fills in on the free plan. Free holds 8 textcuts and 1 folder, so the six essentials fit. Importing all 13 also works, because imports are never blocked.

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