Sometimes a customer signs up with Etsy using their Apple ID and chooses not to share their real email with Etsy. This is a privacy feature from Apple, but unfortunately, it prevents any of our emails from being delivered to the user. When this situation arises, you’ll receive an email stating we were unable to send an access link to your customer. In this email, we’ll include the access link for your customer. That way, you can easily copy and paste the link to your Etsy conversation without having to look up the order information in Templett.

 Sometimes customers will ask if you can update their email address for them. As a seller, you cannot do this on your end. When first accessing their account, they can update their email address in Templett.

If you didn’t see the email, and a customer messages you saying they didn’t get access to their template, get the customer’s order number and go into your orders in the back end. From here, you’ll see it shows an email with an Apple ID private relay. Click on their order and view the user logs. You’ll need to copy the link and paste it in the conversation with your customer in Etsy.

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