panicking & need help

[JeannieGrayKnits]

I really hope someone can help because I understand Support doesn't work over the weekend & I don't want to leave my customers hanging that long.

My Visa Debit card that is linked to my DC account was hacked into & someone was making fraudulent charges on it. I spoke with my bank & we canceled the Visa card but my checking account that it is linked to gets to remain open. Meanwhile, while I was talking to the bank, I had several DC purchases come through my shop.

Etsy Support tells me that if my Visa isn't active, DC transactions won't go through, but from everything I'm seeing (my Sold Orders & my Shop Payment Account) it looks as though the transactions worked fine. I've emailed Support again, but haven't heard back from them.

So now, I'm not sure what to do. Do I ship the purchased items even though I'm not positive I'll actually receive the funds? Do I delete my Visa account from Etsy's records & add my husband's business Visa account as a temporary fix while I await my new card? (It's the only other Visa we have - we are a cash & carry family.) If I use my husband's Visa, will I have to change the checking account as well? If I make these changes today, will yesterday's sales money follow them or will those funds go off into never never land?

Any ideas on how I should respond to the purchasers? I'm afraid that I'll have to cancel their orders & have them repurchase after I've changed my Visa number. Also, do DC customers know what name is on my Visa? Do they get a notice saying something like "this charge may show up on your account as XYZ company" or will it show up on their end as a charge to Etsy? Obviously, I've never made a purchase using DC, I always stick with Paypal. I'm just afraid that if I use my husband's business card, they'll wonder why they have a charge from a building contractor. Don't want them to be confused & report the transaction as fraudulent.

Thanks for any help you can send my way.

[Former_Member]

Jeannie, I'm so sorry that happened to you. I'm no expert but I think if the checking account remains the same, then you are okay as far as your deposits from DC purchases.

I would go ahead and ship the purchases to your customers. They've fulfilled their end of the transaction. The rest is between you and Etsy. Even if the deposits don't go through (but I really think they will) the funds would bounce back to Etsy, not be refunded to your customers.

I wouldn't say anything to your customers about the situation. Their transaction aren't tied to your debit card so there is no point in notifying them. The transaction is actually between them and Etsy. Etsy will be paying you.

I hope that makes sense.

[JeannieGrayKnits]

Phew! Thank you!

[Former_Member]

You're welcome! Now relax and have a great day.

[PattenCreations]

From my understanding the purpose of the credit card is to have a "back up" in the event there are refunds that need to be made - mainly in the event of a dispute found in customers favor - when there are no funds in your shop account. So as as Nora said I'm pretty sure your transactions are ok as long as the checking account is set.

[OriginalsbyLauren]

Jeannie. I would suggest going to your acct and putting n a cc number. You can change it when you get your new debit card

I agree that you should ship if the sales are showing up

[JeannieGrayKnits]

Thanks everyone. I went ahead & shipped & am anxiously awaiting Monday's money transfer day to see what happens.

[Former_Member]

I would guess that Etsy would verify a credit or debit card when entered, but would have no way of knowing when you cancel a card or such. The only time they would question or know your card was not good is when it met the expiration date or they tried to make a charge to it.

[JeannieGrayKnits]

Thought I'd update this since I heard back from Support & perhaps someone else may go through the same problem.

Policy states that I must have a valid credit card on file to receive my DC payment, but most likely, it will be deposited into my checking account anyway. If not, Etsy will hold the funds until I register a valid credit card. So, thankfully, there's no chance I'll loose the funds, I just may not have access to them for the week or so it takes to receive my new card.

[Former_Member]

Jeannie,
I am happy things will work out for you. I recently started using the Direct Checkout and I've been reading about sellers having a few mishaps with it. Thank you for giving us all an update about Etsy's policy.