Ask what “cannot open” means
Request the visible error, device type, and the step that failed. The buyer may be tapping an archive preview, trying to open a file before extraction, or using software that does not support an included format. Avoid asking them to install an unfamiliar utility before you have checked the package yourself.
Use the same final archive that was delivered. A folder on the creator’s computer can work while the uploaded ZIP contains an older or incomplete export. Download a fresh copy through the customer-facing path and compare its size with the approved source. Do not overwrite the customer’s existing work during troubleshooting.
Three-stage check sheet
| Stage | Check | Likely next step |
|---|---|---|
| Transfer | Did the whole archive arrive? | Retry on a stable connection or inspect the hosted copy. |
| Extraction | Can the downloaded archive be extracted? | Rebuild and retest a simple package if necessary. |
| Contents | Do the extracted files open? | Identify the required application or provide an agreed compatible export. |
A format conversion can change functionality, so do not silently replace an editable workbook with a PDF just because the PDF opens more easily.
A synthetic package to test
For fictional order DEMO-468, prepare a ZIP containing READ-ME.txt, report.pdf, and figures/overview.png. Keep names simple and avoid deeply nested folders. Test downloading, extracting, and opening the files on the desktop and mobile environments your store promises to support. Record the environment and result; this article does not report those tests as completed.
The read-me should list expected files, explain which one to open first, and name any application requirement. That gives support a concrete reference when the buyer reports that “the file” failed.
Choose a replacement carefully
QuickAttach’s listing includes archive delivery, and support specifies uploads under 100 MB. If repackaging exceeds that limit, use an approved external route and test its permissions. Do not split one purchased package across unverified attachment slots.
After correcting the package, give it a distinct revision name and explain which download replaces the previous copy. Ask the buyer to extract the new archive into a new folder so stale files do not disguise whether the correction worked.
Deliver the right file with the right order
See how QuickAttach connects a customer-specific file or link to a Shopify order item.
See the QuickAttach order-to-download walkthrough