View Full Version : Have you had this problem & how to handle?

Monna Ellithorpe
September 4th, 2009, 10:13 AM
I have been getting quite a few sales on my Double Wedding Ring Quilt ebook site lately.

I would say that almost every other customer emails me saying that they were not directed to the download page.

I have checked all of my links, called PayPal and had them check from their end and everything is okay. I have put in BIG RED letters on my site that they will be directed to a download page.

One person ordered my ebook and filed a complaint with PayPal after 30 minutes, even through her own admission she had given wrong information to PayPal. I was out for the evening and sent her the download link as soon as I got home and rec'd the email. I asked that she withdraw the complaint but so far she hasn't.

Another person has ordered and again said she wasn't redirected. I have emailed her the link twice and I don't know whether she has rec'd it or not.

Does anyone else have this problem?

Would Aweber resolve this problem if I had it set up?

Lynn Terry
September 4th, 2009, 10:20 AM
I'm getting A LOT of that lately - much more so than usual. After more than a year of one product selling smoothly with few complaints (except user error) all of a sudden I'm getting the same types of emails.

Anyone else?

Oh - and my product DOES run through Aweber - but they get there AFTER payment, so... no.

September 4th, 2009, 10:28 AM

You may want to be very specific in telling them how to get their ebook: people who are not in the IM business, are often clueless as to how things work. Create a page with pictures and detailed step-by-step information.

You may also want to try Ejunkie, which is very inexpensive, and workes for me every time.

Here is my link for Ejunkie (http://www.e-junkie.com/?r=8084)
And here is the direct link (http://www.e-junkie.com/)

Monna Ellithorpe
September 4th, 2009, 10:29 AM
Lynn, Sorry you are having the problems too but sure glad it's not just me. :confused:

Anyone have any suggestions, I am ready to try something else.

Monna Ellithorpe
September 4th, 2009, 10:37 AM
Thanks Adriana

I hadn't thought about a step-by-step picture page.

I will check out Ejunkie - another one I have never heard about.

September 4th, 2009, 12:45 PM
Are you just using the feature in Paypal that directs them to a thank you download page? or are you using something else?

I've used that feature in Paypal in the past with pretty good luck, but I haven't used it recently.

Monna Ellithorpe
September 4th, 2009, 03:43 PM
Yes, that is what I am using.

I've had a few problems here and there but recently like Lynn said it has gotten worse.

Lynn Terry
September 4th, 2009, 08:46 PM
It seems to have died down a bit this week - thank goodness! But the two weeks before this one were an email nightmare! :eek:

Not that we should complain - if we're making enough sales for it be a PITA... well, that's a good thing! :p

Monna Ellithorpe
September 4th, 2009, 09:16 PM
I guess you are right about that Lynn.

I just got another complaint against me from PayPal.

I have attempted to email both of these people at least 4 times from 2 different email accounts sending them the download link.

I don't know what else to do except refund the money and be done with it until I can get a chance to put directions up on my website.

Lynn Terry
September 4th, 2009, 09:17 PM
Reply to the complaint in the PayPal response, with the download link.

Monna Ellithorpe
September 4th, 2009, 09:28 PM

I did reply to both of the complaints through PayPal but did not include the download link.

I will do that now.

Lynn Terry
September 4th, 2009, 09:40 PM
That helps, especially if your email to them is getting dumped in the spam bucket. Plus paypal gets to document that you provided the product.

Monna Ellithorpe
September 4th, 2009, 09:47 PM
Thanks again. I have kept all the emails I have sent and rec'd and had offered to send them to PayPal but just hadn't thought of putting the link there.

It's done now. So we will see what happens.

Monna Ellithorpe
September 5th, 2009, 05:51 PM
Thanks. I will do that too.

I finally heard back from one of the ladies but she still said she never received any of my 4 emails I sent to her even from my Gmail account.

I put the download link on the PayPal complaint form as Lynn suggested but I still don't know if these two people have gotten their ebook as I haven't received any notice yet.

September 5th, 2009, 10:06 PM
I used to use e-junkie but found when I wanted to add an affiliate program to it, it wasn't complete or easy enough. I now use Click2Sell and they are great. You don't pay anything until you sell something then they take a few bucks off you is all.

The only thing I'm not crazy about is that if someone wants to promote more than one of your products, they have to sign up seperately for each product affiliate page to get the product specific promo tools you provide. No biggie, I guess though.

Just another option you could look into.

Monna Ellithorpe
September 6th, 2009, 08:51 AM
I will check everything out and then decide what to do.

I gave the one lady her money back. She said she still couldn't get to the download page with the direct link, hmmmmmm.

If I don't hear anything from the other lady in the next couple of days, I will refund her money too.

September 6th, 2009, 10:40 AM

Did you make sure they have Adobe Acrobat Reader installed on their computers?

I just sent a pdf file to a family member this week and they said they couldn't see what I sent them. I found out they didn't have the Adobe Acrobat Reader, and as soon as they downloaded it, they had no problem seeing my document.

If your target market is not too internet savvy, you may want to explain in detail why they need it and how to download it.


Monna Ellithorpe
September 6th, 2009, 10:51 AM
We didn't even get that far. She said she couldn't even bring up the page from the download link I sent through the PayPal complaint form.

She has emailed me again, saying she found a problem with her PayPal account, corrected it and still wants the ebook. Geesh.

I emailed her again just to see if she receives the email first before doing anything else.