Automatic Order Cancellations – Assistance Needed

[PapierTherapieFrance]

Hello Etsy Support Team,

I’ve just opened my shop and have run into an urgent problem: several customers attempted to purchase my digital product, but after completing payment their orders were automatically cancelled, so they never received the downloadable files.

[DragoninKnots]

Are you sure these aren't scammers? Etsy will cancel an order if there is an issue with the payment.

[BeJeweledByDEBORAH]

Etsy likely determined that these were compromised (fraudulent) payment sources. This is common for new and unfinished shops.

[NancyQstudio]

This is part of Etsy's seller protection.  If Etsy finds the buyer is fraudulent or there is an issue with the transaction, the order will be canceled.  

[VINTAGEbytheMAGPIE]

Also so that you are aware scammers may also try

 I tried to order and couldn't -  to get you to take it off Etsy, to get free stuff, gain access to your account or shop.

or I ordered from you - showing you a fake order - this is to get free stuff 

If an order isn't in your shop manager, then for what ever reason you don't have an order. In this situation you should tell the customer to contact Etsy.

Head to the help section ( link top of the page ) to find out how it works here on Etsy 

[ButterflyFeetDigital]

Things to read:

https://community.etsy.com/t5/Announcements/Protect-Your-Account-From-Scammers/m-p/143158945#M1882

https://community.etsy.com/t5/Managing-Your-Shop/How-to-Spot-a-Scam-No-a-Buyer-Doesn-t-Need-Your-Ema...

https://community.etsy.com/t5/Announcements/New-From-Etsy-section-in-Messages/m-p/143722497#M1899

https://help.etsy.com/hc/en-us/articles/360000343128-How-to-Handle-Spam-and-Suspicious-Messages

If you receive an actual order, you will see it in your "Orders and Shipping" section and you will receive an email from Etsy notifying you that you have a sale, and there will be a notification in your dashboard as well.

[BagmakerSupply]

@PapierTherapieFrance: As others have pointed out, these were most likely a scam attempt. The financial side of a transaction is between the buyer and Etsy, and you do not have an order until after Etsy (and their payment processor) has accepted the order and payment has been approved.

If these were real orders, keep in mind that many payment processors consider digital orders extremely high risk.

"Hello Etsy Support Team ..." Just so you know, even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy moderators do sometimes read and reply to posts). To contact Etsy try https://help.etsy.com/hc/en-us/requests/new?segment=selling or https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback or you can open a support ticket through Dashboard > Community & Help > Contact Us