Buyer can't check out

[AKintsugiLife]

I have a buyer who says she's tried to place several orders today (from different shops, including mine), but orders are getting stuck during processing and are then canceled by Etsy. Is anyone else having this problem? Or do you have suggestions about anything she could potentially do to get this working for her?

[UniqueGiftOrnaments]

Sounds like a problem with the customer's card and needs to check with their bank. Nothing else anyone can do. 

[NanaLetha]

Only the payment processing company knows why. Could be a problem with her credit card - expiration date, over limit or something else.

[ChillwolfArt · Accepted solution]

We as Sellers never know why a Buyer can't check out.  As UniqueGiftOrnaments said, it could be a problem with the card.  It could also be a problem with Etsy's Payment Processers.  In your Buyers case, she can't check out at all.  But there have been Threads where checkout goes through Payment Processing, then for whatever reason Etsy cancels/refunds the order (sometimes Sellers have shipped the item and this happens).

Ask your Buyer if she is trying to purchase from multiple Sellers.  If so, maybe she could try to purchase from you only (one Seller at a time).
Here is a Help Article re: not being able to check out.  And you could sent this to your Buyer if you wish (I really hate it when a Buyer is told to Contact Etsy to make a purchase; many won't do it).  But check the article out first.

https://help.etsy.com/hc/en-us/articles/360042784213-I-m-Having-Trouble-Checking-Out?segment=shoppin...

You may want to ask if your Buyer is using an older browser (older browsers are no longer supported by Etsy).  Or if she is using a mobile app (I've never used one, but have heard some can be glitchy).

I really hope this gets resolved for both you and your Buyer.  

[AKintsugiLife]

Thank you so very much for this! I will send the link along to the buyer. If no one else is experiencing issues, then I suspect it really is something on her end (browser, payment method, etc) that she may need to resolve with Etsy Support. I agree that most won't do that, but as sellers there's only so much we can do.
Thanks again for such a thorough answer!

[ChillwolfArt]

@AKintsugiLife 

My pleasure; wish I could have been more helpful though.  It could be something with her bank.  But if it's a glitch (and there have are quite a few of them), we can't afford to lose any Buyers.  And I hope everything works out for you both.  

[ChillwolfArt]

@AKintsugiLife 

Just saw this Thread.  Buyer can't check out with a mobile app.  The Seller who answered had a good suggestion.  
https://community.etsy.com/t5/Managing-Your-Shop/Unable-check-out-from-mobile/m-p/138661426#M1420816

[AKintsugiLife]

Thank you so much for the mobile app thread and suggestion! I'll pass it along to the buyer and hope it works for her. Thank you! Thank you! Thank you!!

[CandleiciousGifts]

Hi mines doing the same I'm new to Etsy but when you go on my shop it doesn't give you the option to buy anything.

[ChillwolfArt]

@CandleiciousGifts 

Is a Buyer telling you they cannot purchase?  Or are you testing it on your Shop.

Reason I ask; if you are testing "purchasing' something in your Shop, it won't let you.  Because you can't buy from yourself (hope this makes sense).

[copperandsol]

Few months late to this post, but I’m currently having this problem. Both my mom and husband tried buying from my shop, and neither of them could. They’d get to place your order, click on it, and it’d take them right back to place your order over and over and over again. So frustrating. Etsy support didn’t know how to help either. I guess I just don’t sell anything then? Awesome. 

[UniqueXGraceDesigns]

Hi all - I'm a new seller on Etsy and currently having this same issue. My buyer tried two forms of payment and not allowed to check out. It's difficult being able to actually speak to someone at Etsy. Has anyone since been able to find success solving this issue. I'm sure it's not the customer's payment. Any help is appreciated. Thanks in advance!

[TheOldGrayMareCo]

I am currently having the same issue.  Two different customers have messaged me that they want to make a purchase and they can NOT check out. Have had two separate conversations on the live chat and both have stated that they are NOT able to help me and they assure me that someone in another department would be contacting me via email, ASAP, and I have NOT heard back. Very frustrating.