The “Instant Download” feature is by far the most popular way of buying a product. Unlike the regular cart (which requires you to sign in), it is fragile – there is a single point of failure where a transaction can go awry. It’s the email message that is sent to a buyer with the download token in it.
If that email doesn’t arrive – for any reason – the buyer can’t get their product. It’s currently Scubbly’s greatest weakness.
Scubbly has taken extraordinary steps to make sure that emails are sent reliably. The mail servers are tuned, the package is digitally signed, and laid out in a way that won’t (usually) trip spam filters. The delivery rate of Scubbly’s email is actually quite high.
And yet, still, once in a while the message doesn’t arrive at its recipient.
If this happens to you, don’t panic. Every transaction at Scubbly is diligently logged and stored forever, there is a record of the purchase at PayPal, and a duplicate record in Scubbly’s accounting system. If you bought a product, you WILL get it.
First, check your “Junk” folder. That folder might be very full (mine always is) – so try sorting or filtering it. All scubbly notifications are sent from “notifications@scubbly.com”, so try filtering the messages to show messages from that address, or indeed any address containing “scubbly”.
If it’s not in there, then contact us. Someone (probably me) will get your message, look up the token, and send it to you, along with a sincere apology for the delay. If I’m sitting at the computer, I’ll respond within minutes; if not, then it may take some time before I get the message and hand-deliver the token.
If you know you’re going to be buying something from Scubbly, see if your email client has a “whitelist” feature which will prevent messages from “@scubbly.com” from being filtered.
