A buyer says they never got their file

What to do

1. Open Orders and search for the buyer's email or order number.
2. Open the order and look at Delivery. It shows whether access is active, and the latest activity, like "Downloaded a file" or "Opened link", with times.
3. Send the buyer to dockstall.com/orders. Under Find a purchase they enter the email they used and press Email me a link. That link opens every order made with that email and works for one hour.
4. Ask them to check spam. Order emails come from Dockstall (hello@dockstall.com), with a subject like "Your purchase from" followed by your name.

The dashboard has no button to send the delivery email again. The page above is how a buyer gets a new link.

If you can't find the order

• Try other addresses the buyer may have used. See a buyer used the wrong email.
• Some payment methods take longer. The order appears once the payment is confirmed.
• Look for the payment in your Stripe dashboard. If Stripe shows a successful payment and Dockstall shows no order, write to us with the details.

If the order is there but it still doesn't work

• The file says "Being reviewed". It is held and can't be downloaded yet. See my file is in review.
• The page says "Access ended". The order was fully refunded, or a dispute was lost.
• The email link says it has expired. Links in order emails last 7 days. Get a new link on that page fixes it.
• The file downloads but won't open. See download problems.

What the activity can tell you

The list shows the last 20 downloads and link opens on that order. It tells you access was used. It can't tell you who was at the keyboard, or that the file opened properly.

Who pays

Sending a new link costs nothing. If the buyer would rather have their money back, that is your decision, and you make it from the order page. See refund an order. We can't decide it for you.