The download email didn't arrive
Find a missing download email, resend a customer’s order, and check the settings that can affect delivery. Help for buyers and shop owners.
If a download email has not arrived, start with the steps below to find the order and its files. Shop owners can share the first section with customers, then use the account checks to follow up.
If you bought something and have no download
FetchApp delivers files for the shop you bought from. The shop handles your purchase, payment and any refund requests, and can help you get access to your files.
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Check spam, promotions and filtered folders. Search your email for the shop’s name
and
[email protected]. Some shops use their own sending address. - Check your email address on the order. Look at your order confirmation for a typo. If it needs correcting, contact the shop.
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Open your order-status page. On Shopify, download links are usually available on
the page linked from your order confirmation. The shop may also have an order lookup at
https://<shopname>.fetchapp.com/orders. Enter the email address you used at checkout and your order number. - Ask the shop to resend the email. They can also extend expired access and reset your download allowance. Contact them through their website with your order details.
If you run the shop
1 · Find the order in FetchApp
Search for the order number in Orders. If it is missing, check your store connection. For Shopify, follow the Shopify troubleshooting steps. FetchApp also re-checks recent Shopify notifications and creates orders that were received but not processed.
2 · Check the products and files
Open the order and check its items. Each product’s SKU, or product code, must match exactly between your store and FetchApp. Products also need at least one attached file. An unmatched product or one without a file will not be delivered, even if checkout succeeded. Quickstart step 5 shows how to check both.
3 · Check the customer’s email address
Look for a typo in the address on the order. Ask the customer to search their spam and
filtered folders for [email protected] or your shop’s sending address. Work or
school email systems may hold messages for approval by their email administrator.
If several customers at the same email domain are affected, contact support. Support can also help if you want to send delivery emails from your own domain.
4 · Resend the order
Open the order and choose Resend Order. This reopens the order, resets its expiry and restores the download counts before sending the email. Check the access settings so the customer has the time and downloads you want to allow.
5 · Check the daily email allowance
Delivery email has a daily allowance for each account, with lower limits for new accounts. Once the allowance is reached, further emails are not sent and are not retried automatically. There is no notification when this happens.
If several customers are missing emails, especially after a launch or a large order import, review limits and contact support. We can check the account with you.
Still need help?
Send support the FetchApp order number, the customer’s email address, the order date and time, and the steps you have tried. These details help us trace the delivery.