If a customer reports that they didn’t receive the digital file, don’t worry — you can quickly fix this inside your EZDZSend dashboard.
Here’s exactly what to do:
📤 Resend the File Manually (If Needed) #
If transaction succeeded but delivery failed:
👉 Go to the Transaction Table
👉 Under Actions, click Resend
👉 Enter a valid customer email
👉 The file/template will be delivered instantly again
This is the fastest solution for most cases.
🔍 Check the Transaction Status First #
Navigate to:
Sales Platform → Transactions
Here you will see:
- Transaction All List
- Pending Transaction List
- Add Transaction
You can search or filter by:
- Platform, Store, Status, Inventory, Email, Order ID
Once you search the customer’s email or order ID, open the transaction to see the current status.
⏳If the Transaction Is Pending — Find the Reason #
A transaction may go to Pending if any of the following happens:
| ⚠️ Reason | 📘 Explanation |
|---|---|
| Out of Inventory | The delivery template had zero available codes/files at the time of purchase. |
| Out of Credits | Your EZDZSend credit balance was insufficient, so the system could not process the delivery. |
| Product Restrictions Triggered | You set limits or rules (quantity limits, spending limits, new customer restrictions), causing the order to pause for review. |
| Customer Block / Restricted Access | The customer is blocked or doesn’t meet your access restrictions. |
| Mixed Order Issue | The customer purchased Active + Inactive products together — the inactive product automatically goes to Pending for review. You can accept the buyer manually and refund the unfulfillable item if needed. |
⚙️ Check Product Restrictions (If Applicable) #
If restrictions are applied, you can review them under the product config:
Customer Access Controls
- Restrict new customers → New buyers go to pending for review.
Per-Transaction Limits
- Max quantity per transaction
- Max amount per transaction
Time-based Limits
- Limit number of purchases within X days
- Limit total spending within X days
If any of these rules are violated, the order will go to pending.
💡 Tip: #
Always check credits and inventory to ensure continuous automatic delivery.
If issues still continue, feel free to contact our support — we are always ready to help. 💙