Investigate buyer access step by step
This guide walks through the full buyer access investigation path. Read buyer access troubleshooting for quick reference.
Never grant access on pending, PIX-generated, or declined sales.
Part 1 — Confirm purchase context
- Capture buyer email and approximate purchase date from support ticket.
[Screenshot: Support ticket — buyer email and purchase date recorded.]
- Confirm correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Open Sales and search buyer email with wide date range.
[Screenshot: Sales search — email and extended dates applied.]
- Open the most relevant sale — note status: approved, pending, refunded, declined.
[Screenshot: Sale detail — status badge clearly visible.]
- If no sale, check alternate emails and missing data.
[Screenshot: Alternate search — typo email or wider filters tried.]
- Confirm checkout link and product match buyer expectation.
[Screenshot: Sale origin — product and checkout link match support story.]
Part 2 — Delivery configuration
- Open product and review delivery options for product type.
[Screenshot: Product delivery — method matches course, ebook, link, or members.]
- For members: verify MemberKit, AtomicMembers, or external callback config.
[Screenshot: Members integration — connection active and mapped.]
- For ebook: confirm file uploaded in ebook delivery.
[Screenshot: Ebook file — upload present on product.]
- For link delivery: confirm URL valid in link delivery setup.
[Screenshot: Delivery link — URL active and not expired.]
- For subscriptions: check subscription status — active vs canceled.
[Screenshot: Subscription — status explains access eligibility.]
Part 3 — Test, fix, escalate
- Compare sale approved time with when buyer expected access.
[Screenshot: Timeline — approved timestamp vs buyer report time.]
- Test buyer path: open access email link or members login as test user.
[Screenshot: Buyer path test — login or access link tested.]
- Resend access instructions if sale is approved and config looks correct.
[Screenshot: Resend access — instructions sent to buyer email.]
- Check webhooks if external system grants access.
[Screenshot: Webhook logs — approved sale event delivered successfully.]
- If PIX-related, rule out PIX payment failures first.
[Screenshot: PIX status — not stuck on generated or pending.]
- Escalate with package: sale ID, product ID, delivery screenshots, buyer email.
[Screenshot: Escalation package — evidence attached to ticket.]
Access decision cheat sheet
| Sale status | Grant access? |
|---|---|
| Approved | Yes, if delivery configured |
| Pending / PIX generated | No |
| Declined | No |
| Refunded | Per policy — usually no |