Buyer can't complete purchase!

[HandmadeByKimera]

Hi everyone! Recently, a potential buyer contacted us saying she could not complete the purchase of an item. She tried to load the next page by clicking on Buy Now and gets "kicked back".  We have this item in 7 carts but it was not purchased yet, and this is very unusual for us.  We also noticed that we haven't had any sales for a while, and this situation makes us wonder if this problem has happened before and how many sales we have lost. Has this happened to anyone? We contacted Etsy but still waiting for an answer...Thanks in advance!

[VintageRescueSquad]

This could be the beginnings of a scam. Ask the buyer whether they have tried another browser. If they still can't purchase, have them contact etsy directly, as you have nothing to do with the payment processing system or even technical issues.

[PillowDetails]

@HandmadeByKimera   I was able to add the skunk necklace to cart, with no issues.  I'm in the US - I see free shipping to me - is that right?

[hopeandjoystudios]

If they ask for your email it is a scam. Then you will get s fake Etsy email saying they need to confirm your bank and Cc info.  Then they steal your money.  Sellers who have fallen for it have reported losing $1000 - $1500+ before they got suspicious. 

[maqushop]

yes, im quite new on etsy. I received many mails asking for my e-mail. I marked all as spam.

But the weirdest thing is, 2 people marked 2 listings as favourite. I'm wondering why?

[hopeandjoystudios]

If you mean people in general..people do that all the time for varied reasons. If you mean the ones asking for your email..they are trying to put you at easy before they steal your money.

[ButterflyFeetDigital]

It could also be a problem with the info they are filling in to complete the order. Just explain that Etsy handles all that, and be patient. It might not go through because of a problem on their end such as invalid cc number or something.

[ParchmentPosies]

I would tell her to use the add to cart button instead and then complete the purchase. Buy it now is a new feature and is probably still glitchy. 

[CappuccinoLace]

buy it now has been around since I joined in 2016. it's not new.

[ParchmentPosies]

They've added a hover over feature that shows your credit card number and "buy it now" from the search page. I've been here since 2011 and I've never seen that until a few weeks ago???

[CappuccinoLace]

The last 4 digits of the card on file on the button, yes is relatively new.

Hadn't heard about the hover function.

But Buy it now as a function, has been around for years.

[YetisGold]

Hi @HandmadeByKimera .

My client asked me for my email and even sent me a photo so he could continue to buy. I suspected this and thought it was probably a scam. When I spoke to Etsy customer service, he said that the e-mail address has nothing to do with the purchase and that they never ask the customers for the e-mail of the store they will buy from. He said that if he wants to support the purchase, he should get support from this link. 

 https://help.etsy.com/hc/en-us/requests/new

 You can send this link to your client.

[Former_Member]

Yes, it's happening to me right now and etsy keeps responding that there is no issue! I wish I could get some answers. 

[TheHomespunLoft]

@Former_Member 

If Etsy tells you there is no issue-- then that is your answer-- there is NO issue. 

More likely you have a Scammer looking for your eagerness to have a sale-- any sale and will do what they want and give up your personal info. These scammers will play on your want to make sales-- they want your private info.

If you have a real message from Etsy-- there is a folder in your message center on your shop that says "From Etsy".. they will only have a message in that folder- not in your messages.  ** This only is on a browser window and not the app**

Your customers banking problems are not your concerns. You can't help them. They need to contact Etsy directly.

Never pass out personal info like your email or banking info to a customer.

Sign up for 2 factor authentication for your shop. Keep the emergency codes they give you in a safe place in your home.

[Former_Member]

They are not scammers, it's people I know. 3 different ppl in 3 different states.

[ArtDollsbyJD]

@Former_Member  Chances are the problem are on the buyer's end.  Are they using an old app.  They need to update.

Are you sure these are people you know trying to find out why it is not working?  Accounts can be hacked and spoofed.  If you are certain these are people you know then have them contact Etsy to find out why.

Etsy has said everything is fine on your end.  Your bank account is verified by Plaid? 

[Former_Member]

Hi, I would just like to ask how you were able to get this resolved bc I am having the same issue. I am a new seller with no sales. I have had 3 different friends in 3 different states, try to make a purchase in my shop and they keep on receiving an error message. One of them contacted Etsy and was told that they weren't able to resolve the issue and gave the buyer a $5 credit. I have tried to resolve this with Etsy at least 4 times and they tell me every time that everything is fine when it's not. Any help with this matter from Etsy or the community would be greatly appreciated. These are not scammers and this is not a scam, I have already done all the research on that. Thank you.