Buyers Unable To Complete Checkout - 8 Days, No update from support

[TheTypographyTipi]

On the 10th customers started sending messages to let me know that they were unable to complete checkout. Customers are able to see, favorite, add to cart but they get an error message when they try to complete checkout. 

I spent several hours on chat and on the phone with support, they are unable to see anything on my account that would be causing this issue, they escalated it to Etsy Tech support. That was 8 days ago. 8 days of no sales = no revenue, not to mention the long term affects of my listings not being purchased and the algorithm lowering their ranking. 

Ironic that Etsy requires sellers to reply to all messages within 24 hrs but sellers have to wait 8 days (and counting!) for a response. 

I'm posting this to see if anyone has experienced anything similar in the past or is currently experiencing anything similar.

[Chockypetshop]

My shop have the same problem , I have zero sale at 10 days until now ,I contacted with Etsy support to reported the problem and send the picture of the problem from my customer and I had been waiting for the update from them as a week ,I don't know how long they will fix it or any reply back to us ,some of my friend have this problem also ,but it is very disappointed that they replied him that his account is fine ,event he sent many many picture of the evident from the customers who can not to buy it . 

[TheTypographyTipi]

I've been looking through other posts and we are definitely not the only ones with this problem. I saw one person got a resolution. Thank you for letting me know I'm not the only one with this issue. I hope it gets resolved for all of us very soon!

[SunnytyDE]

@TheTypographyTipi  I find it unacceptable that sellers have to wait this long for Etsy to fix this. I tried to checkout in your store and couldn’t. 

There is a Etsy rep in the forum sometimes. I’ll try to tag him for you. Don’t know it will help but won’t hurt to try 

@ModFabio can you escalate this? 

[TripleTPrints]

Thank you, I really appreciate it and I appreciate you taking the time to test the issue!
Support has "escalated" this 3 times so far, I'm pretty sure it's just something they say to make us think something is getting done. 

Edit: (I was signed into my other store when I replied to this, lol)

[ModFabio · Accepted solution]

Hello,

This is already being looked into by our engineering team.

[SunnytyDE]

@ModFabio  Thank you for taking the time to check on this. 

@TheTypographyTipiI hope it gets sorted for you soon. I would update your shop announcement every day. On there it still says 4 days. Good luck. 

[Chockypetshop]

It is very kind of you to help all of us 

[Chockypetshop]

It seem to be my problem is still not pass to Engineering Team to solve it for my shop , I have zero sale as 12 days until now ,It seem to hopeless .  

[Chrysalism]

I just tried to check out with one of your items and I can confirm I'm getting an error message and it won't let me complete checkout. So sorry this is happening to you!!

[TheTypographyTipi]

11 days with no update now. Has anyone had a solution to this problem for their store?

[LittleGreenWillow]

I am in the same situation too, they haven't responded to my e-mails for a few days now and the last response literally said something like 'vb vbbbv', so I don't really know what's going on. 

They told me to get my buyers to contact Etsy support and they told the one buyer who did to 'go to another Etsy seller'.

I think they are marking some of the forums as having a solution but I don't think there has actually been one yet, I think they may be working on it but there's not really been any updates on what they're doing which is frustrating - they haven't even acknowledged that there's a problem with my shop yet.

Hopefully it will be sorted soon and we can all start selling again - I'm starting to panic as this counts as most of my income for the month.

It keeps blocking a lot of my comments on the forums too I'm so confused - I keep getting red error messages when I try to post or the reply buttons aren't highlighted so I can't click on them

[Adorabilities]

@LittleGreenWillow 

They told me to get my buyers to contact Etsy support and they told the one buyer who did to 'go to another Etsy seller'.

I'm so sorry -- that's absolutely terrible.

[AKBanglesNDangles]

I think this is happening to me.  I have several items sitting in carts for days, but not one sale since last summer.  No one has messaged me, either.  I have over 118k views, no sale.  Like my shop is frozen in time.  So discouraging.

[TripleTPrints]

@AKBanglesNDangles Wow, that's crazy. Have you got an open case submitted with Etsy Tech support? 

[cindylouwho2]

@AKBanglesNDangles  I can check out of your shop, unlike the others, so you are not affected by this issue. 

I took a quick look, and your items are not properly optimized. Etsy started using the description in search in May, and some shops with sparse descriptions have definitely seen their traffic drop, especially if they haven't filled out all of their tags. I'd ask for a critique in the critique forum; there is likely a lot you can do to improve your traffic.  Good luck!

[SaoirseandSadie]

OMG That would be so insanely discouraging. looks like you had very regular sales until that point too. 

[SugarTaffySoap]

@TheTypographyTipi  Oh no, sorry to hear such bad news!  Apparently this isn't a site wide issue.  The Community Specialist says the engineering team is looking into it. Unfortunately,  there's nothing sellers here can do for you. It's in the hands of Etsy. Hopefully it gets fixed sooner!

[TripleTPrints]

@SugarTaffySoap 

That is correct, it is not site wide, however, there are other sellers experiencing the same issue and although the community specialist has commented saying that they are looking into, myself and many others have had no updates or communication from tech support. I'm not asking other sellers to help me but it is good to communicate with other sellers in the same situation. 

[TripleTPrints]

@LittleGreenWillow 

I'm so sorry to hear that! It took me about 3 hours on with chat for them to take it seriously, when they did they were bale to replicate the issue and that's when it was "escalated" to tech support. It's absolutely appalling that they tried to direct one of your customers to purchase from someone else. We're in the same boat, this isn't a hobby for me, this is my full time job and accounts for more than 70% of my income. Thankfully I have another store that is unaffected so I have been able to make listings for the customers who have been in touch to say they cant complete checkout (it's still a tiny fraction of what I'm losing though).

Edit: Sorry, I keep forgetting that I'm commenting from my other store account. 

[Chrysalism]

It looks like they may have fixed the issue in your shop. I tested a few shops in this thread and they are all giving me error messages at checkout but yours seems to be working okay. Hopefully it's fixed and your orders start rolling in again soon!

[LittleGreenWillow]

I'm so sorry this is happening to you too - it's so scary when it's your full time job & there's nothing you can do to fix it. 

This sounds exactly like what has happened to me - the first live chat she said nothing was wrong & ended the chat, the second one I was passed through a few people and finally they said they'd escalate it to the engineering team, but that was about a week ago now.

[SugarTaffySoap]

@TripleTPrints  IMO it should take priority to fix this issue.

[Chockypetshop]

@SugarTaffySoap

yes ,it should help the seller as the priority issue to fix the problem ,we really can not to fix it by our side . We have to wait for help . It is about 2 weeks for my shop and other seller also waiting and waiting . I had replied on my ticket case ,but no any replied back from Etsy support to help it . it is my full time job ,it really bad feeling for every day T-T .