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

[#1]

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]

Thank you very much for you checking it for me , yes it is still not fix yet , the problem is still there , it nearly to 2 weeks which hard time for me . I don’t know how to do it , it is my full time job and hope i can back to sell item in my shop soon.

It s so sad , no hope come to me.

[Amaradorn]

Yes, it's ridiculous. I've seen many threads all with the same issue. I wonder how many other sellers are affected but don't know it because the buyers have just bought something else. Perhaps that's why I have sold diddly squat this week. I feel bad for everyone affected.

[SugarTaffySoap]

Are the buyers using cell phones, PCs or both?

[Chockypetshop]

The customer use both of Phone and PC , it show the error at the checkout for both of them.

[myclearstamps]

@TheTypographyTipi  and @Chockypetshop I can add both of your store items into the cart and it shows it is in other's carts and the amounts.  I think it is something they are doing to the site. They updated the search feature and have been doing something to the add cart button.  Now @TheTypographyTipi  the item I put in my cart is following me around.  So hopefully you will get some sales since your items will be chasing the customers.  But I could be in a test. I try not to buy things from my seller account.  Good luck.

[Chockypetshop]

@myclearstamps

thank you very much for you checking it for me, yes it can add my items in the cart but when click the checkout , it will stop at the error , it unable to complete the checkout. The problem is still there , i have zero sale about 2 weeks my customer can not to buy it. T-T

customer can do the favorite, give the review and add it to the cart but they unable to complete the checkout for the error , they have the bug problem at the checkout from my shop .

[myclearstamps]

@Chockypetshop, you are right.  I thought it had something to with paypal but @TheTypographyTipi is the same.  I am getting the red banner when trying to check out.  

[Chockypetshop]

@myclearstamps

no it is not the paypal issue , i had checked with my paypal account , they confirmedme that my account is fine , i can received money without any problem , and i have  another shop on Etsy which use the same my paypal account, it is no problem , i can receive the order without any problem from this shop , my one customer who can not to buy my item from chockypetshop but they can buy it from mu shop 9september. So it was clear that it is not my Paypal issue and other seller who have the same problem, they have more option for Etsy payment , g pay and the Paypal , it also have the error at the checkout for every option of the payment.

[TheTypographyTipi]

@Chrysalism TripleTPrints is my other store, it is unaffected, I just forgot that I was signed in and commenting from that account.

[TheTypographyTipi]

Why was this marked as solved @ModFabio  ?

Sellers should be allowed to discuss technical issues in their stores until there is an acceptable solution. 

It has been 13 days and I have not received even one update. 

I have marked it as not solved, because it is not solved. 

EDIT: I was told that I was not allowed to unmark it as "Solved". Wow.

[ModFabio]

The post was highlighted to raise awareness about the issue is being worked on. The "Solution", in this context, is merely standard nomenclature from the Forums.

Such discussions are extremely important and encouraged, and as soon as we have an update to share we'll let everyone know. In the meantime, please refrain from un-marking the highlighted post and refer to Item 2.7 of our Community Policies in case you have any questions.

Thank you!

[LittleGreenWillow]

Definitely not solved - What is even going on at this point..

I spent another hour on live chat to be told again it's the customers issue & for them to contact Etsy support. They changed their tune when I sent the screenshot of Etsy support telling the customer it was my problem and to go to another Etsy seller. 

We really should be able to discuss this freely. 

[cindylouwho2]

@TheTypographyTipi @LittleGreenWillow unfortunately there is no way to highlight a post without it saying "solution"; that's not the forum mod's fault. Blame it on whoever decided to trash Etsy's perfectly-good forums for this Lithium junk
; - )

I do think others should know that Etsy is aware of this issue, even if they are taking 2 weeks to fix it for some and a lot less to fix it for others. 

I hope this is solved for both of you very soon

[Chockypetshop]

My store is still not fix .

[EnergyPeace]

wow, I can't understand why they would mark it solved.

While they don't care about sellers (we already know that part) they will lose customers. 

"Being worked on" is a pathetic response when it has been 2 weeks. 

They make stupid changes daily to Etsy, but they can't take the time to fix important issues like allowing customers to check out? Wow. 

[LittleGreenWillow]

@cindylouwho2 

I totally understand it's not the mods fault and I agree, everyone in this thread should be aware that Etsy knows about the issue.

However Etsy is saying on the forums that they are 'aware' but they aren't aware on live chat and they aren't aware on e-mails - they haven't responded to me in 9 days. So people on this thread should also know that as well in my opinion - I was just highlighting the fact that although they're acknowledging they're looking into it on the forums, we have had pretty much zero response from them ourselves when reporting the issue.  2 weeks isn't an acceptable time to wait - if this was us as sellers doing this to a buyer Etsy wouldn't stand for it. This is real life and it's serious! I am a single self employed parent - I can't afford to lose out on over 2 weeks worth of money. If I don't earn the money then no one else will.

[cindylouwho2]

@LittleGreenWillow I agree that the poor training of first-level Etsy support is a massive issue. There have been huge problems that never got looked at by engineering in a timely fashion because Support didn't understand the reports. Silverman's desire to use AI for everything will only compound that issue, so we can't expect any improvement. 
: - (

I am also curious as to why one seller got this issue resolved in a week and the rest of you have not. 

Personally, I know what I would be doing if this were happening to me, but that involves breaking Etsy rules so I do not recommend it to anyone. 

Perhaps trying to get media attention would help? 

[SparkleGlassJewelry]

I have been wondering what's going on.  I have had two people ask for my etsy address and one said she came to my shop and bought something!  Yet, I have had zero sales.  I was worried someone else is somehow using my etsy address or search info. 

[cindylouwho2]

@SparkleGlassJewelry I was able to commence check out from your shop, so you do not have the same problem as the OP. 

Lovely shop, btw! 

[SparkleGlassJewelry]

Thank you, Cindy!  I used to follow your technical help team back when we had great teams.

[cindylouwho2]

@SparkleGlassJewelry you are welcome! 

Team is still there although I rarely post because I can't get notifications for it any more 
: - (

I'd love to start something offsite, but it is hard to find the time. 

[Kappstudio]

1. My customer let me know today they cannot buy from my shop. She had to contact me through another means. She said "My ETSY doesn't go through when I order always an email message. Email error message." @cindylouwho2  you seem super helpful on this thread. Might you have insight?

2. How does a customer contact support? It was great when they had the phone number (for us sellers too) but I think they got rid of that for even customers?

[cindylouwho2]

@Kappstudio I was able to go through most of check out from your shop, so you don't appear to have the same issue, and I can't guess why the buyer is having problems. 

Buyers can go through the Etsy Help link to get support (scroll down): https://help.etsy.com/hc/en-us?segment=selling

This link will get them live chat for their issue: https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_buy_shopping_checking_out-contact_...

[KGarnerDesigns]

I was also having the same issue last week. Then over the weekend - BOOM - sales were back where they ‘should be’. Today it’s deadsville again. It’s Etsy. I’ve learned to keep working on improving while trying to enjoy the lull. 

[EnergyPeace]

but this isn't a matter of no sales because it is "dead". It is a matter of people can't check out of some stores.