Buyer can't download my file

Just received an email from a buyer – checked and he bought the file but says when he downloads it is corrupt – has asked me to send him a link to download the file or email it – can I do this as really the distribution and sale is with Envato. Not sure what to do and I don’t want a pissed buyer.

Any ideas – I told him to contact support but understandably I do not think he wants to wait 24 + hrs to get his file and I also want to make sure other buyers don’t have the same issue.

Thanks for quick responses

I guess as long as he purchased it, a mirror link would be handy for him only. Shouldn’t break any laws…

just want to make sure I can do this and not break any rules – would not like to be banned or anything like that – I love selling through this place

Would really like someone from Envato to confirm for me please?

I think you can safely email him the file without worrying. I’ve done it before and as long as the customer purchased the file, I don’t see what’s wrong with doing it.

After all, they did pay for it already through Envato and it’s not like you’re reselling it outside of Envato, which I think is what the rules refer to as being forbidden.

Thanks guys – I’ll take it in to my own hands at this point so that my buyer is not getting upset – at least I documented it here on the forums – should be enough for a get out of jail free card in case I get in trouble!

I did – they tried again and got 2 files both zero KB – they contacted support and got no reply – I tried to get envato support through twitter – got no reply – so I had to do Envato’s job to ensure the buyer got his files. I did, of course, check they bought the file – was 32 mins prior to them contacting myself.

Would be nice with Envato having staff all around the world to have a live 24 hr chat help for these instances as many buyers use the marketplaces because deadlines are tight (hence they buy pre-made stuff) and they need to get a problem or issue fixed within a shorter period of time.

I uploaded the file through yousendit.com so I could track him downloading and I have the ability to cancel the link etc.

Thanks for everyone’s input and assistance – thanks Jeffrey for confirming it was legal.

Jonathan, On a side note, you may want to check out your actual file now. I’ve noticed, on rare occasions, when authors upload to VH the ZIP may become corrupted. Haven’t been able to pinpoint why this happens but once or twice it has happened. If your ZIP became corrupted, any future purchase of this item could lead to the same problem. For safety sake, you may want to take the source and remake the zip from scratch, then submit the new zip as an update and just note to the reviewer that a buyer was complaining about the ZIP being corrupted and you wanted to update the file with a new one that you confirmed is working.

Hey Mark – thanks for the tip – I actually tested the download last night and all was good – I also sold 4 of the same this morning and no issues – all is good now – the buyer got the file eventually from a link I supplied – guess it was either a connection issue to TF or some glitch in the matrix.

Thanks for taking the time to give me your advise!