I enrolled on the Share and Save program yesterday, which I think is a great feature if I am honest, provided it works as described.
I was contacted by a customer who wanted a custom order for something not available in my listing.
I thought, "great, a chance to use the share & save" feature, so I created the link and shared it with the customer via the "Share & Save" tab for that specific listing from the listings manager page on my shop.
After the customer purchased the item, I checked my finances tab to be sure that the 4% refund had been issued, but it had not. In fact, I had been charged an off-site advertising fee instead.
I contact Etsy support and who were unable to answer my questions, so hopefully someone can clarify this for me.
The 2 points mentioned below are the reasons that I was not eligible for the "share & save" refund, according to Etsy support, which is why I am mentioning only these 2 points.
1) "Buyers must place their order within 30 days of clicking your link".
The link was created, sent to the customer via the share and save tab in the listing manager page. The customer then placed the order within 2 hours of the link being shared, so the 30 day requirement was met. The URL on the order even shows the new share and save campaign information. Aside from the obvious fact that the feature has only been available for less than a week so clearly impossible to not meet the 30 day requirement.
2) Share & Save eligibility per order is determined off of a buyer’s last click prior to purchasing.
The last link the customer could have clicked on was the "share & save" link, so I am unclear as to how the offsite advertising fee could have been applied? Here is the Etsy information on the subject:
"How does Share & Save work with Offsite Ads?"
"We track orders based on the last link the shopper clicked on before making their purchase. If your unique link is the last link the shopper clicked on, you’ll save on fees for that sale. If the buyer clicks on an Offsite Ad as the last step before making a purchase that order won’t be eligible for Share & Save and the Offsite Ads fee will apply."
Should this read, "the second to last link the shopper clicked on before making their purchase"?
Am I missing something, or is there a bug in the new feature?
Etsy support was very unhelpful regarding the issue and stated that "the issue is out of my hands" which was an interesting reply.
They even stated that they would manually provide the 4% discount after I provided the evidence to support the 2 points made above, but that never happened.
Some clarification would be appreciated!
