Pending order pd by credit card question

[glowgirl16]

Hi - I got the following message at 4pm to my emai (from etsy transactions)l:

Hi Deb Christian,
We wanted to let you know that you have a pending sale of 1 item.
We're still processing your order and will send you a confirmation email as soon as it's ready.
Do not ship this order until it's finished processing.


The order itself does not show up in sold orders or in the shop payment account page. I was able to find it by doing a search for the name of the item (also found it by searching buyer name). I wanted to see the sale so I could relist this item, as I sell it in quantity (but only list 1 avail at a time)

Thought it was odd that it wasn't seen without a search - and for those that relist items, unless they see/respond to the one email they won't be able to relist item until, I suppose, the payment either clears or rejects through your credit card processing.

Had never seen this kind of "pending" sale through etsy direct checkout. Could you explain what/why that occurs? Could we also have a way of seeing it without a search?

Thanks!
Deb

[millabear]

Hi Deb,
Sure - I'd be happy to explain. Sometimes it's not possible to settle a payment instantaneously and there is a delay in confirming the sale. This can happen because something out of the norm has happened, and reasons could range from a potentially fraudulent transaction all the way to simply the buyer's bank having a delay in sending a confirmation of funds/credit.

We try not to encourage you to relist the item right away, because if the sale does not go through for some reason (the transaction turns out to be fraudulent, the bank ultimately declines, or any other reason), the item will appear back in your shop, and we would not want you to relist the item and incur any fees needlessly.

The majority of times, this order will end up going through, but occasionally it may not. We send you the email so you understand why the item doesn't appear in your items for sale and don't think there's an error of some kind.

I understand how this can be frustrating, however, so we'll look into this particular experience.

Camilla

[glowgirl16]

Sounds good - I was concerned that an item would be "in limbo" for awhile, and if it's something that I sell often, I want it back into my avail for sale asap!

I did go and relist the item from my search.

The sale did end up being "no good" - and FYI - the item did not re-listed again. I just had the one .20 relist fee.

Customer did contact me wanting to know what happened, and I directed her to support@etsy.

Thanks!

[gilstrapdesigns]

Glad it turned out good for you Deb.

[millabear]

Hi Deb, I'm going to follow up with you outside of this thread because this seems like a special situation where the transaction was not seamless, but I don't want to write about purchase specifics publicly.

[Former_Member]

I'm glad I did a search for this! I just got the same email for a pending transaction. Luckily, I found this thread before renewing the items. I would like to renew them, as I can't sell them when they're not in my shop ;) Is there an estimated date range that I should receive a follow-up email regarding the transaction being good/no good? I got the email this morning.

Thanks so much!

[Former_Member]

Never mind - got an email from Etsy that it went through and now shows on my order page. :)

[sherrytruitt]

I just had an order for 4 items where this happened. My customer is using a military credit card and APO. I'm wondering how long it takes to confirm a sale as this is a custom order and needs to be sent in 10 days time.

I am thinking of just starting the order.

Thanks for any insight.

[sherrytruitt]

And it just went through....thank you.

[millabear]

Hi all - these pending orders can take from a few minutes up to a few hours to be resolved (as either a confirmation or cancellation) - but should not be more than 24 hours.

[Former_Member]

Thanks, Camilla! It's good to know a time range to expect for future reference.

[CraftsNMoreDecor]

This is great information, and surfaces another question. If a an order is declined, how should this be handled with the customer? Do we tell them their card was declined? Anyone have this happen and how did you handle it?

[BeadsAndHoney]

Thanks for the insight about this. Just received one of these messages today. However, in my case the order was placed on Sunday, but I didn't receive the email stating that the order was still being processed until Monday late afternoon. If I had packed orders in the morning, it would have been too late to stop shipment. But, lately, I've been receiving a lot of transaction emails late. Sometimes showing up 1-2 days later -- so I think that is part of a larger problem.

But my question is about whether or not there could be some type of message or highlight in Etsy, maybe on the screen where we can scroll through open orders -- that would be an indication that I should hold an order. Because even looking at the shop payment account, there was no indication of the pending status. If I hadn't checked my email, I never would have known.

Thanks for your help!

[millabear · Accepted solution]

Hi there -

If an order is pending, it does not appear as usual in your sold orders. It appears behind a link in your sold orders that says "you have transactions still processing." If you receive a "pending order" email, the only way to view the order is to click on that link. The receipts on that page state "Do not ship until this order is confirmed."

Once the order is confirmed, it moves into your sold orders, and you should receive an email. If the email is delayed for whatever reason, but you see the order in your sold orders, not behind the link and not with that language, you should consider the order ready to go.

If an order is declined, we notify both you and the buyer. The buyer should be aware that the order is not going to get fulfilled. It does not appear in their purchases, and also your item is back for sale in your shop. It is up to you if you want to contact them, but please know that if the order is declined it is probably for good reason.

Let us know if you have more questions.

Camilla

[BeadsAndHoney]

Hi Camilla,

Thanks for your response. Hmm, ok. The order in question, I've always seen just like my regular orders under the open orders tab. Never behind a special link. But perhaps it was there for just a short time and I missed it. And, perhaps the email was severly delayed. That being said, I suppose that the order is ready to go since all appears normal. But, I have yet to receive an email confirming that the order is complete. But perhaps it is delayed as well. Thanks for your insight and helping me to understand how it is supposed to work. I appreciate it!

[Former_Member]

Just a note to all...we have a pending transaction as well and as described, there is a link on the Sold Order page. Also, the purchases shows up in Feedback with vivid pink instruction not to leave feedback until the processing complete.

Thank you Etsy! Love the messaging.

[divelegant]

I have a question, my Completed Order Activity states:

May 3, 2012 Funds deposited in your bank account ($the amount)

but the amount is not in my bank account, does this take a few day?

[Former_Member]

Hello Etsy: I am largely happy with Direct Checkout, but I now have a concern that appears to provide me no options as a vendor to resolve.

I have an order still processing after more than 3 full days. It was purchased very early on the 4th and is still in processing.

I've contacted support@Etsy, but have received no respone to date. I am certained this is a Mother's Day purchase and if not completed processing by tomorrow I will not be able to ship in time for the special date.

I did send a convo to the buyer, but have not received a response here either which concerns me even more.

Since I can see the item in my Feedback area, I assume the buyer can too. This opens risk I will receive a Negative feedback. My reputation on Etsy is very important to me and resolving a Negative takes time and in the meantime customers see it.

1) Perhaps feedback capabilities should not display until payment is complete?
2) How do I get resolution on this order in a timely fashion to be able to ship in time for Mother's Day?
3) I have a Mother's Day item no one else can purchase because the processing is not complete.
4) I don't seem to be able to cancel this purchase from the state it is in. I don't think enough options are available to vendors to manage time sensitive items when processing takes too long.

Perhaps I missed all the answers to these questions in these team discussion. Please help direct me.

[Former_Member]

Hi,

I've just opened my Etsy shop and I am VERY frustrated as my first 2 sales have both experience this "pending sale" status and my very first sale 2 days ago STILL has a pending status and the buyer cancelled to instead pay me outside of Etsy. And I got another sale today and the same pending sale email. What is going on with my shop?? What could I possibly do to fix this recurring message?? HELP!

[Former_Member]

Thank you Camilla!!

[IntegratedArtists]

PROBLEM - Do not ship this order until it’s finished processing !!!

I opened my shop 3 weeks ago in the beginning of January 2017 and yesterday was my first sale, today - my second. For both Etsy says "Do not ship this order until it’s finished processing".
What do I have to do to fix it? There are more than 24 hours since my first sale, which is still pending.