Hi, the reason you are having problems is because you used guest checkout. The reason etsy wanted you to create an account is so that you could access the download files in your account. That’s why you are having a difficult time. I know you don’t want an account but having one makes digital download purchases A LOT easier.

I have two pieces of advice. Number one, if you are contacting the shop owner and they don’t answer right away, please keep in mind that etsy shops are small businesses run by regular people who often have more than one job. They may not be at their desk all day long. Waiting a day or two for a response from a shop owner is normal. I know on the Etsy website it looks like an instant chat message but shop owners receive these messages as normal emails.

Number two, when anyone uses guest checkout you are very limited in how you can download. You can either find the email from ETSY (not from paypal and not from the shop owner) that has the download link. You were definitely sent this email automatically. It is probably in your spam/junk/promotions folder.

The other option is to wait for the shop owner to respond and ask them politely to email you a copy. Etsy customer service cannot, as far as I know, send you the actual file. They only have the automated purchase confirmation emails.

My final piece of advice for the future is to create an account so all of your purchases are saved together and to not to try and download or purchase via etsy on your phone. Their app doesn’t support digital purchases well. Use a desktop computer.

Please do not start a case, dispute the charges, or leave a bad review. The issues you are having are not the shop owner’s fault, it’s the guest checkout system which shop owners have no control over. Believe me, shop owners who sell digital items have been asking etsy to improve this for years.
Hope that helps!