Fan didn't receive their purchase?
The most likely explanation is that the fan didn't enter an email address during checkout or their spam filter settings. This is a simple fix.
Resend or create a Link
Navigate to the "Orders" tab inside your Single Dashboard. Here you can locate the order you're looking to manually fulfill. You can do this by entering the order number or fan email into the search.
If a digital download is associated with the order, you will see a link button next to the paper airplane. You can copy that link and pass it along to the fan or you can select the paper airplane icon and resend the link to their email address.
For information regarding your order management page, check out our dedicated support article.
Still having issues? We can help! First...
1. Do you see the customer email in your Orders tab? If yes - resend link with the paper airplane icon.
2. Is the order number in the Orders tab? If yes - resend the link and tell the fan that the purchase is under a different email address.
3. If you see the order in Single but it's labeled "merch" type, please attach the digital album to that product and select "Deliver to Existing Orders." Any fan who has purchased that product will be immediately delivered the album.