Order Not Delivered

If a customer says they didn’t get their files, work through this checklist in order. Most cases are resolved in a minute or two.

1. Check that the order appears in Bitship

Go to Orders and search for the customer’s order number or email.

• Order found → the item was matched to a product and an email was sent. Jump to step 2.
• Order not found → Bitship never received or matched this order. See step 3.

2. The order shows up, but the customer says they have nothing

The email was sent, so it’s almost always a delivery or inbox issue:

• Ask the customer to check Spam/Junk and Promotions.
• Have them search their inbox for “download” or your store name.
• Confirm the email address used at checkout was typed correctly — typos are common.

Note

Bitship doesn’t currently have a self-serve “resend” button. If the email address was wrong or the message truly never arrived, contact support with the order number and the correct email, and we’ll help sort it out.

3. The order doesn’t appear in Bitship at all

This usually means the purchased Square item wasn’t mapped to a product at the time of purchase. Check:

• Is there a Bitship product mapped to that Square item and variation? See Create a Product.
• Is your Square Integration showing Connected on your Account page? See Square Connection Issues.

If the mapping is now correct but the order still isn’t showing, contact support with the Square order number so we can investigate.

Still not resolved?

Email nick@bitship.app with the order number and the customer’s email, and we’ll investigate.