Resend the download information when a customer has completed the required order or delivery step but cannot find the original link.
Confirm the order first
Ask for the customer’s email address and enough order information to identify the correct sale. Do not send another client’s files simply because the names are similar.
Find the gallery sale
- Open Sales & Activity.
- Open the gallery sales view.
- Filter using the relevant order date, email address or other available reference.
- Open the matching order details.
Resend or copy the download information
Use the available resend action above the order details. If Workspace provides a copyable download link, you can place it in your own client email after confirming the recipient.
If the customer still cannot download
- Confirm they are opening the most recent message.
- Ask them to copy and paste the complete link.
- Check whether the link or gallery has expired.
- Confirm the order actually includes the expected files.
- Check whether a browser, device or security filter is blocking the download.
If the order record is correct but the files remain unavailable, contact Queensberry with the order reference and affected email address.
