When a digital download is missing, defective, or suddenly unavailable, don't buy it again just to test the seller's system. Check the order record, document the problem, and contact the seller in writing. What happens next depends on what went wrong, the terms you accepted, and how you paid.

For U.S. consumers, no single refund deadline covers every digital product. A seller's refund and license terms may control the first step, while applicable law, a marketplace's case rules, and your payment provider's dispute process may affect later options. This is general consumer information, not legal advice.

Identify the problem first

Different problems call for different records and escalation routes.

Problem Start here Don't assume
No download link or failed access Seller or marketplace support That you must pay a second time
Corrupt file or product not as described Product listing, order terms, and seller That every failed download automatically qualifies for a refund
Unexpected or incorrect card charge Seller first, then the card issuer if needed That a credit-card deadline applies to every payment method
Marketplace dispute The platform's case process That the platform follows the seller's refund policy
Lost account or library access Platform terms and account support That digital access lasts forever

The FTC's guidance on digital items cautions that clicking "buy" doesn't always provide permanent access. Conditions may be buried in the terms, and a seller or service may change its terms or stop offering access.

A digital purchase may therefore be a license or account-based access rather than unlimited, transferable ownership. Before assuming you can use the file on any device, share it, resell it, or receive future updates, read the product terms.

Check the terms you accepted

Before buying, look for the details that will matter if something goes wrong:

Save the product page and terms as they appeared when you paid. A screenshot or downloaded copy can help if the listing changes later. The FTC has noted that access conditions may not stay the same, so the version you accepted may be relevant to a dispute.

When the download link doesn't work

Start with the simplest checks, then create a written record:

  1. Look at the receipt and account page. Check spam and promotions folders, and sign in through the seller's official website instead of a suspicious message link.
  2. Try the link in a supported browser or on a supported device. Record the exact error and avoid repeatedly requesting new links.
  3. Keep the receipt, order number, product listing, error message, and the time the problem occurred.
  4. Contact the seller in writing. Ask for a working link, a replacement file, or the refund option available under the order terms.
  5. If you bought through a marketplace, use its help or case system when the seller doesn't respond or the platform offers purchase protection.
  6. If the seller doesn't resolve a genuine payment problem, contact the provider for the payment method you used and ask which dispute process applies.

Give support enough detail to reproduce the problem: the order number, account email, file name, exact error, device or software, and the result you want.

You could write:

I paid for order [number] on [date]. The download link returns [error], and I tried [brief troubleshooting steps]. Please restore access or explain the refund process under the order terms.

Don't pay a second time to test a new link. Ask the seller to confirm whether the first order was delivered and whether a second charge was made.

If the file is defective or not as described

A file that downloads but doesn't work as promised is a different issue from a missing link. Preserve the original listing and specifications, then:

Describe the facts accurately. A disagreement about quality, delivery, or compatibility isn't the same as an unauthorized charge involving a card or account you didn't use.

If the seller says the file works, ask for the required software version, installation instructions, or a test copy. Don't disable security protections or install unknown software just to open it.

Credit-card disputes and chargebacks

"Chargeback" is often used as a catch-all term. The consumer procedure described by the FTC is a written credit-card billing-error dispute, and it is separate from the seller's refund policy.

If you paid by credit card and the seller hasn't resolved a possible billing error:

  1. Contact the seller and keep proof of the request.
  2. Write to the card issuer at the address specified for billing-error disputes.
  3. Send the notice within 60 days after the first bill containing the error was sent to you, as described in the FTC's credit-card dispute guidance.
  4. Identify the charge, amount, date, and reason for the dispute.
  5. Include copies of the receipt, listing, correspondence, and evidence of failed delivery or access.
  6. Keep a copy of everything you send.

The FTC says the issuer generally must acknowledge the complaint within 30 days, unless the problem has already been resolved, and resolve the dispute within 90 days. The issuer investigates the claim; filing a dispute doesn't guarantee that the charge will be reversed.

Those timing rules apply to this written credit-card billing-error process. Don't automatically apply the 60-day deadline to a debit card, prepaid card, ACH payment, wire transfer, or peer-to-peer payment. Those payment methods can have different provider procedures. Contact the relevant provider promptly and ask which dispute route applies.

If you don't recognize the transaction at all, report it as a potential unauthorized charge rather than calling it a defective download. Secure the account and contact the card issuer or payment provider through an official channel.

The FTC shipping rule isn't a universal digital-refund rule

The FTC's Business Guide to the Mail, Internet, or Telephone Order Merchandise Rule addresses shipment representations and required steps when covered merchandise can't be shipped as promised.

Its shipment deadlines and refund examples don't automatically create a refund period for every digital file. A download link, software license, online course, and physical product may be governed by different terms and legal rules. Use the rule for the type of transaction it covers; don't cite it as a blanket answer to a digital-access dispute.

Marketplace purchases follow platform procedures

A marketplace may have its own eligibility rules, evidence requirements, and deadlines in addition to the seller's terms. Open the order page and follow the platform's stated sequence.

For example, Etsy's official case guidance says buyers generally start by sending the seller a Help with Order request. A buyer may be able to open a case after 48 hours, subject to order eligibility. Etsy also says refunds it processes must take place within 180 days of the transaction. These are Etsy procedures, not universal U.S. rules for digital sellers.

Keep the marketplace messages. Don't move the conversation off-platform if that would remove your access to the platform's records. If the platform closes the case, read the reason and any appeal instructions before sending another request.

Preserve access after the purchase

When the file works, protect your access in ways the license permits:

A backup doesn't override a license restriction. If the terms allow personal use only or prohibit redistribution, keep the file for your own permitted use rather than uploading it to a shared service.

What to collect before escalating

Your records should show four things: what you bought, what was promised, what happened, and what you did to fix it. Gather:

If the amount is significant, the seller repeatedly refuses to honor a written promise, or access was removed after payment, consider contacting a state consumer-protection office or a qualified attorney. Keep the complaint factual and attach only relevant records.

Frequently asked questions

Do I automatically get a refund if a digital download fails?

Not necessarily. Check the seller's terms, request a working file or restored access, and document the failure. A failed download doesn't automatically create one federal refund period for every digital product.

Does the FTC's 30-day shipping rule apply to digital products?

The FTC guide discusses shipment representations for covered merchandise. It shouldn't be treated as an automatic 30-day refund rule for digital content.

Can I dispute a digital purchase on my credit card?

Ask the issuer whether the problem qualifies as a billing error. If you use the FTC's written dispute process, its guidance says to send notice within 60 days after the first bill containing the error was sent to you.

Does the credit-card dispute deadline apply to debit cards or bank transfers?

Not automatically. The cited FTC guidance concerns credit-card billing errors. Debit, prepaid, ACH, wire, and peer-to-peer payments use different procedures, so contact the applicable provider promptly.

Do I own a digital item after paying for it?

The purchase terms determine the access and license you received. The FTC warns that digital access may depend on account terms and may not continue forever. Review the restrictions on use, transfer, and sharing, and save any copy the license permits.