Buyer says they put item in cart and it doesn't show up in cart

[GlassyFields]

Anyone have any clue why this would happen ...

I created a custom listing for one of my repeat customers. They messaged me that they put it in their cart but it doesn't show up in their cart so they can't purchase it.

They said they made two other purchases on Etsy so they don't think it's them.

Made me think it might be my shop - but I had two sales today. I thought it might be something weird with the listing (created from a deactivated listing which I used as a template) so I created a brand new listing from scratch. Same result - they put it in their cart but it doesn't show up in their cart. I had my husband go to Etsy as a guest and try purchasing the specific listing ... he could see it was in someone's cart, put it in his cart and did everything short of actually purchasing. Then I had another custom request and I used the old listing that my customer was having issues with ... edited it with the new information and it sold right away. So it doesn't seem like it's the listing.

So I'm at a loss why my repeat customer - who purchased other listings today can't purchase this one particular listing. Any ideas?

Carol

[ChillwolfArt]

Giving you a Bump.  I don't know the answer, sorry.  Here is a Thread with Sellers stating Etsy was slow to load for them.  I wonder if this has anything to do with your listing not showing in your Customer's Cart.  Hope others jump in.

https://community.etsy.com/t5/Technical-Issues/IS-ETSY-SLOW-TO-LOAD/m-p/142391582#M779831

[GlassyFields]

@ChillwolfArt 

Thanks - that sounds like a plausible explanation - at least more plausible than anything else I can think of.

I'll let my buyer know ... she's been great ... trying different things to help me test ... I plan on sending her lots of extras of the type of thing she uses.

Thanks again.

And earlier today, when I was stumped, I tried to access Etsy Help - was hoping for a chat - ended up sending an email - no telling when that will get a response.

[ChillwolfArt]

@GlassyFields  You're Welcome.  I'm also wondering if perhaps she mentioned using the app.  Because it can be glitchy.  If she is, maybe she could try a browser instead. I hope we can get to the bottom of this and she can purchase.

Congratulations on your sales today! 

[ChillwolfArt]

@GlassyFields   Just thought of something else.  Does her listing still show in your Shop as Active? (I saw a couple listings: "Reserved for M." and "Reserved for T").  Or does it not show in your Shop, but is stuck in limbo?

[GlassyFields]

@ChillwolfArt 

Today was a busy day - thank goodness. 3 custom requests for 3 different people in play.

The Reserved for T request is the problem one. I created this a day or so ago and T tried to purchase today. I thought maybe it was something about the listing so copied the listing ... same result. Then I made a listing from scratch .... same result.

I used the original T listing for a different custom request - and that went through just fine.

Another custom request is sitting out there ready for the buyer. And I'm a little paranoid that that buyer, who seemed to be in a hurry - was having the same issue as T.

And thanks for the congrats - all this year there seem to be lulls and than flurries of sales - which when there was a flurry of sales they could actually be sold.

[GlassyFields]

And T's listing shows as active in my shop - and when my husband tested for me it showed as in 1 person's cart and when he abandoned his cart (he'll probably get an email from Etsy with a coupon code) it showed in 2 carts.

The custom order that went through (and happened to be the same listing as the original T custom listing) was a different person whose name starts with T. 

[GlassyFields]

Here is an update to the saga,

I got a response from Etsy to my help request.

I know I can't share Etsy communications but the summary is that they verified there is nothing wrong with the listing - nothing that would prevent it from being purchased, they suggested the buyer reach out to Etsy for help and they shared a list of troubleshooting steps - things like using a different browser, turning off antivirus software temporarily, cleaning out cookies ... etc.

So I shared the information with my buyer (I can't blame her if she's given up - she spent a lot of time on this yesterday, but I hope she hasn't).

And I want to add that even though the issue hasn't been fixed, the response from Etsy support came the day after I emailed them, they restated the issue I reported and had clearly read what I wrote. 

I was pleasantly surprised because in the past I've gotten responses that indicate they didn't even look at the issue I reported and just sent out template language - probably triggered by a word I used - but had nothing or little relationship to the issue reported.

And they did validate that the listing itself was ok and had suggestions for the buyer.

My assessment of Etsy support has gone up a bit ... it has a way to go ... but this was far better than some of my experiences.