2 customers overcharged?

[Rusticdreamsuk]

Hello Everyone! 

I'll keep it short.

- Customer one,  Paid £389.99 for an item with us. however £494.99 (£105 more) was taken from her credit card. 

- Customer two, We sent them a custom listing of £419.99 however £449.99 was charged on there account.

Obviously I want to avoid a negative feedback, so am I missing something? or is this a glitch and I should advise the customer to contact Etsy?

Based in the UK 

Kindest Regards 

[ClosetGothic]

Check your payment account and all should be there. Are you maybe forgetting that they possibly had Sales Tax added?

[CappuccinoLace]

If you've only received the order amount and everything looks correct on your end -> ask your buyers to contact etsy as etsy won't discuss this with you, due to privacy.

To be honest, it sounds more like they had other items in their cart at the time and bought more than just your listing.

[OmasFabricStash]

My first guess would be VAT was added. Did you get the full amount in your available account? If you didn’t then it’s probably VAT. 

[CraftyCornishMaids]

Look at the packing slip for the order, did they actually pay in £, and is the packing slip right?  (not order receipt)

They may have purchased something else from etsy, that they had in their cart.

ask them to look at their "purchases and reviews" to see if it was correct for the item they purchased from you

If you can't work it out from that, they will have to contact etsy

[cutebutton]

Are the customers complaining or are you just noticing this on your end?  My guess is that it has to due with taxes.

[CraftyCornishMaids]

The OP only sells UK to UK, there are no taxes

[cutebutton]

@CraftyCornishMaids 

oh ok. I just assumed that there were taxes involved.  Then it may be that they ordered something else a long with that item?

[PiecesOfMePaperCraft]

I would have them double check that they didn't purchase other items that were in their cart by mistake. I did that recently with an impulse buy. I noticed at the time of checkout that the total was higher than I thought it should be but I shrugged it off and ordered anyway. It turns out I ordered from 3 shops instead of one. I didn't even realize until I found the order confirmation emails a few days later. I didn't dispute it because it was my fault.

[McKeanCreations]

The cart thing is my guess. I've had a couple of requests for cancellations lately because an item they purchased from me was by mistake. They bought everything in their cart but only meant to purchase one item from one seller.

[Amaradorn]

I was going to suggest maybe the bank charges them a currency conversion fee, but if you only sell to the UK then what doesn't make sense.

Maybe tell them how to check their purchases in their profile and then how to contact Etsy support as a buyer (give them the link). That's about all you can do I think.