The download does not work

The buyer asks

I have paid, but cannot save the file. Please send it again.

Known facts

The agent confirmed completed payment for the order in the shop dashboard.
The buyer's browser and displayed error have not been checked.
The file's publication state has not been checked.

Fictional shop rules

R01 Confirm completed payment before giving the currently valid download steps. Do not claim an unchecked file is available.

R02 Do not ask for passwords, card numbers or authentication codes.

Choose separately

Separate the order check from the error; check publication state and the buyer's environment.
Payment is complete, so say the file has already been resent.
Ask the buyer to send their login password.

Reviewer A: ____________________

Reviewer B: ____________________

Our reason / next unknown: __________________________________

Suggested action, reasoning and handoff — keep separate

Separate the order check from the error; check publication state and the buyer's environment.

Completed payment does not prove file availability or a completed resend. Limit the checks and do not request secrets.

Verified: completed payment. Unknown: publication, browser and error. Owner: check valid access steps. Do not promise a resend or resolution that has not happened.