Treat a failed digital download as a delivery, access, or product-description problem first. It isn't automatically fraud. Save the evidence, contact the seller or platform, and ask for a replacement, restored access, or refund. If that fails, the right escalation depends on how you paid.

For U.S. credit-card purchases, the Federal Trade Commission's guidance on disputing credit-card charges says a written billing-error notice generally must reach the issuer within 60 days after the first statement containing the error was sent. Don't let a long support exchange cause you to miss that deadline.

Identify the problem before choosing a remedy

Use the specific failure, not just the platform name, to decide what to do next.

An expired link, broken PDF, or missing course enrollment is not automatically an unauthorized transaction. Describe what actually happened. An authorized purchase that was not delivered as promised is different from a charge you did not make.

Troubleshoot safely before requesting a refund

Basic checks can resolve an access problem, but save your records before changing settings or deleting files:

1. Open the original order confirmation instead of a forwarded message or an unfamiliar support link.
2. Confirm that you're signed in with the email address used to buy the product.
3. Try the download in a current web browser and check that your device has enough storage.
4. For a ZIP file, let the download finish before extracting it. If the archive reports an error, download it again instead of repeatedly opening the damaged copy.
5. Check whether the product requires a particular app, file format, or course login.
6. Don't install unusual software or provide your payment password just to open a normal PDF, image, spreadsheet, or ebook.

Keep the receipt and take a screenshot of the error. Then send the seller a short, specific request:

I paid for order [number] on [date]. The download link returns [error], and I tried [steps]. Please send a working replacement, restore access, or explain the refund process.

If you can, wait for the seller's response before placing a second order. A second purchase creates another transaction that may need to be explained separately if you later request a refund or billing review.

Ask for the remedy that matches the failure

A product that was never delivered, cannot be opened, lacks promised files, or differs substantially from its listing calls for a clear request. Depending on the facts and the seller's policy, the remedy might be:

• a new download link;
• a replacement file in a usable format;
• corrected or missing files;
• restored access to a course or account; or
• a refund if the seller cannot provide what was advertised.

A change-of-mind request is different from a failed or misdescribed product. The seller's terms may control a change-of-mind refund, but a generic "no refunds" statement doesn't explain how the seller handles a missing file, duplicate charge, or product that does not match its description. Ask which policy applies to the specific problem.

If the purchase includes recurring access, cancel the subscription separately from requesting a refund. Save the cancellation confirmation and check the next statement. A refund request doesn't necessarily stop future billing.

Platform procedures for Etsy and Teachable

Platform procedures are separate from credit-card rules. Use the platform's current order or support process before assuming it will reverse a payment.

Etsy

Etsy's How to Get Help with an Order instructions direct buyers to contact the seller through the order-help process. Describe the download failure or mismatch and attach screenshots where appropriate.

If the seller doesn't resolve the issue, Etsy's case instructions say that at least 48 hours must have passed since you sent a Help with Order request before you open a case. Other eligibility conditions can apply, including details about the transaction, location, payment method, and order status. Check the current eligibility screen rather than assuming every digital-download problem qualifies.

Within its case process, Etsy says that if it determines the item doesn't match the listing, the seller must refund the buyer. That is a platform determination, not a guarantee that every broken, unwanted, or inaccessible download will qualify. Keep your seller messages and follow the case instructions.

If you paid through a third-party processor, its procedures may differ from Etsy's. The Etsy case page specifically advises buyers to contact PayPal directly for more information when PayPal is involved.

Teachable

Teachable schools are independently operated. Its student guide directs students to contact the school owner for course-content questions, refunds, enrollment, and product access.

Send the school owner your enrollment email, purchase date, course name, and exact access problem. The Teachable name on the login or checkout page isn't necessarily a universal refund promise for every course.

Teachable also publishes a 30-day refund policy for school plan purchases. That policy concerns a creator's school-plan purchase. It should not automatically be treated as the refund policy for a student buying an individual course.

Gumroad, Shopify, and other storefronts

Start with the merchant named on your receipt. The platform named on a checkout page may provide the storefront or payment technology without being the seller that controls the product or its refund terms.

Use the seller's official order contact, keep the original receipt, and check whether a separate payment provider processed the transaction. If the seller is unreachable, use the platform's official support process or your payment provider. Avoid relying on social-media messages or unofficial download mirrors.

A merchant refund is not the same as a credit-card dispute

A merchant refund comes from the seller or platform. A credit-card billing dispute is handled by the card issuer after you report a charge that may qualify as a billing error or another card-dispute category.

A dispute is not an instant refund, and it isn't a reason to misstate the transaction. If you authorized the purchase but the file was defective or wasn't delivered as promised, say that. Don't select "unauthorized" simply because the seller refused a refund.

If you paid with a credit card

If the seller doesn't fix the problem and you paid with a U.S. credit card:

1. Review the statement showing the charge and note the date, amount, and merchant name.
2. Contact the seller and keep a record of the request. If the seller is unavailable or the deadline is close, don't wait indefinitely.
3. Follow the issuer's billing-dispute instructions. The FTC recommends writing to the issuer and using the address specified for billing-error disputes, rather than assuming the ordinary payment address is correct.
4. Explain what happened, when you contacted the seller, and what resolution you requested.
5. Include copies of the receipt, listing, error messages, correspondence, and any refund response. Don't send your full card number unless the issuer specifically requires it through a secure channel.
6. Send the written notice so it reaches the issuer within 60 days after the first bill containing the error was sent.
7. Keep a copy of the letter and proof of delivery.

The FTC says the issuer generally must acknowledge the complaint in writing within 30 days unless it has already resolved the issue. It generally must resolve the dispute within 90 days. Follow the issuer's instructions about the undisputed part of the bill and minimum payments; a dispute over one digital purchase doesn't automatically pause the entire account.

A move can create an additional notice issue. The FTC says you must have sent the issuer a change of address in writing, and the issuer must have received it at least 20 days before the billing period ended, to use this billing-error process in that situation. Check the current FTC guidance and your card agreement if you recently moved.

If you paid with debit, ACH, PayPal, or another method

The credit-card process doesn't automatically apply to debit cards, prepaid cards, bank transfers, ACH payments, payment apps, buy-now-pay-later accounts, or wires. These payment methods have different procedures and deadlines.

Contact the provider promptly through the transaction's official support channel. Ask which process covers non-delivery, a duplicate charge, an unauthorized transaction, or a dispute about the product. Don't assume that the credit-card 60-day deadline protects a debit or bank-transfer payment.

For an unfamiliar transaction, notify the financial institution immediately and secure the account. If you recognize the merchant but disagree about delivery or quality, report the problem accurately as a product or service issue.

Build an evidence file before escalating

A clear record is more useful than a long explanation. Save:

• the order confirmation and invoice;
• the product listing, description, price, and refund terms;
• screenshots of the download page, error, or missing course access;
• the file name, format, and device or app where it failed;
• messages to the seller and every response;
• the date and amount shown on the payment statement;
• proof of any cancellation or refund request; and
• the outcome you want, such as a replacement or refund.

Redact passwords, security codes, and most of your card number before sending screenshots. Keep the original files unchanged, especially if the product is incomplete or corrupted.

If a seller edits or removes a listing after your purchase, a saved copy can show what was promised at the time of sale. Don't publish paid files while trying to prove a defect; that can create separate account, copyright, or privacy problems.

A practical escalation path

Use this order unless fraud or account compromise requires immediate action:

1. Seller or course owner: Request a working file, restored access, missing content, or refund in writing.
2. Marketplace or platform: Use the official order-help, case, or support process and follow its eligibility rules.
3. Payment provider: If the seller doesn't resolve the issue, use the procedure for the payment method that actually processed the transaction.
4. Credit-card issuer: For a credit-card purchase that may qualify as a billing error, send the written notice before the 60-day deadline.
5. Account security: For an unauthorized charge, contact the issuer or payment provider immediately rather than waiting for ordinary seller support.

Give each party the same factual timeline. If you receive a refund after opening a dispute, notify the issuer so the account record is accurate. Avoid filing duplicate claims with conflicting explanations.

Common questions

Can I get a refund if the download will not work?

Ask the seller or platform for a replacement or refund and explain the technical failure. Whether a refund is required or available depends on the seller's terms, platform rules, the listing, and applicable law. A screenshot of the error and a record of your troubleshooting will strengthen the request.

Should I contact the seller before disputing a credit-card charge?

Usually start with the seller because it may be the fastest way to restore access. Don't let that conversation make you miss the credit-card billing-dispute deadline. If 60 days is approaching, follow the issuer's written-notice process and explain that you also sought help from the merchant.

Is a chargeback the same as a refund?

No. A refund comes from the merchant or platform. A chargeback or billing dispute is reviewed by the payment provider or card issuer. The result depends on the transaction, evidence, payment method, and applicable rules.

Does downloading the file eliminate my chance of a refund?

Not automatically. A downloaded product can still be incomplete, corrupted, inaccessible, or materially different from its listing. Describe the actual defect rather than claiming the purchase was unauthorized, and check the seller's policy.

Who should I contact about a Teachable course I cannot access?

Contact the school owner first. Teachable says its schools are independently run and directs students to the school owner for course access, content, enrollment, and refund questions. Use platform support for issues the school owner cannot address through the official account process.

Before sending your next message, gather the receipt, save the error screenshot, check the payment method, and state the remedy you want. That gives the seller, platform, or issuer a factual record to act on.