A buyer can't find or use their download

Symptom: a customer writes in with "I paid but got nothing", "the download link doesn't work", or "I deleted the email".

Buyers have three routes to the same downloads; recovery is a matter of pointing them at one that still works, or re-issuing links from the order. Work through these in order.

1. Confirm delivery actually happened

Open the order in Orders. If its status is anything other than Fulfilled (say On hold, Missing audio, or plain Unfulfilled), the buyer is right that nothing arrived, and the fix is on your side: see Troubleshooting delivery. A Fulfilled order's timeline shows exactly when the delivery email was sent and to which address.

2. Point them at the surfaces they already have

• Their Shopify order. The Tuneboom Downloads card sits on the Thank you page and on the Order status page in their customer account, so it survives any email mishap. The card only shows if you've added the app block in the checkout editor; if your buyers don't see it, set it up once via How delivery works.
• Spam folder. The delivery email comes from Tuneboom's sender, not your store's domain, and lands in spam more often than either of you would like.
• Any download link they still have. Every link opens their hosted download page with the whole order on it, so one surviving link recovers every item:

3. Resend the delivery email

If the email is truly gone, open the order and press Resend email on the fulfilled timeline entry. The dialog confirms the destination address before sending. The resent email carries the customer's download links again.

If the address itself was wrong, correct it on the order in your Shopify admin first, then resend. See Managing orders.

4. "The link worked before, but now it doesn't"

The link hit one of the two policy walls stamped on it at creation, set under Settings→Download links:

• Download limit reached: the link served its allowed number of downloads (default 3) and stopped.
• Expired: the link's lifetime lapsed; the download page shows an expired notice instead of files.

Either way the recovery is the same: Resend email issues the customer's delivery afresh. If this happens often, loosen the policy for future links. See Download links for choosing values (note: policy changes apply to new links only).

5. "The download button gives an error about the audio"

If the buyer sees "The purchased audio is no longer available. Contact the store owner.", the file behind their purchase has been removed from your catalog since the sale. Restore or re-upload the track's audio (see Missing audio on a purchased track), then have them retry the same link.